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  Kevin Ndirangu

  Customer Support Representative

  placbo2@gmail.comNairobi, KenyaEST / CST / MST / PST compatible (remote)

  Profile

  Dynamic customer support professional with 3+ years of experience delivering high-volume, time-sensitive support in fast-paced digital environments. Passionate about sports and sports gaming, with a strong grasp of online payments, identity verification, and fraud prevention. Known for owning outcomes autonomously, spotting issues before escalation, and using AI tools to drive speed and quality. Excited by Boom Sports’ mission to make Daily Fantasy Sports accessible to every fan.

  Experience

  Senior Customer Support Specialist01/2022 – Present

  Betika (SportsPesa Group) – Nairobi, Kenya

  • Managed 100+ daily customer interactions via live chat (Intercom) and email (Zendesk) for one of East Africa’s largest sports-betting platforms.
  • Resolved high-stakes account, payment, and gameplay disputes with empathy and precision, maintaining a 96%+ CSAT score across 18 consecutive months.
  • Led identity verification (KYC) reviews during peak sign-up periods, flagging fraud patterns and escalating suspicious accounts to the compliance team.
  • Monitored real-time platform dashboards for critical site issues; escalated payment gateway outages within 5 minutes, reducing resolution time by 30%.
  • Trained two junior agents on Zendesk workflows, macros, and escalation protocols, cutting average first-response time from 6 min to under 2 min.
  • Proactively used AI writing tools (ChatGPT, Claude) to draft support macros and improve response clarity, increasing deflection rate by 18%.

  Customer Support Representative05/2020 – 12/2021

  Cellulant – Nairobi, Kenya

  • Provided Tier 1 & 2 support for digital payments and mobile money products across 18 African markets, handling billing disputes, failed transactions, and refund requests.
  • Collaborated with the engineering team to reproduce and document recurring payment bugs, accelerating fix cycles by an average of 2 days.
  • Built a knowledge-base template library in Zendesk, reducing duplicate tickets by 22% within the first quarter of deployment.
  • Maintained full compliance with PCI-DSS guidelines when handling sensitive financial data and user verification.

  Sports Content & Community Support Intern01/2019 – 04/2020

  SportPesa Kenya – Nairobi, Kenya

  • Moderated community forums and social channels, responding to contest rule queries and gameplay questions within SLA targets.
  • Assisted in writing sports-rules FAQs and how-to guides for daily fantasy and in-play betting features.
  • Escalated VIP account issues to account managers, ensuring white-glove service for high-value players.

  Key Skills

  Support Tools:Zendesk, Intercom, Freshdesk, Salesforce Service Cloud

  Sports Knowledge:Football (EPL, UCL), Basketball (NBA), American Football (NFL), Daily Fantasy Sports mechanics

  Payments & Fraud:KYC/AML compliance, Chargeback management, Mobile money, PCI-DSS basics

  AI & Productivity:ChatGPT, Claude, Notion AI

  Core Competencies:High-volume live chat, Escalation management, CSAT optimisation, Remote async work

  Languages

  English (fluent)Swahili (native)

  Education

  Bachelor of Commerce – Business Information Technology2015 – 2019

  University of Nairobi

  Why Boom

  I thrive in exactly the environment Boom describes — fast-paced, high-ownership, and sports-obsessed. I don’t wait to be told what’s broken; I find it, flag it, and fix it. I’ve grown up watching the rise of DFS in the US and I want to be part of the team that brings that energy to every fan. Boom’s track record of nearly $100 million in player prizes tells me this product is real, and I want to help protect and grow the community behind it.

  Simple

• Isabela Rocha

  Marketing Manager

  isabela.rocha@brandmail.com.br•+55 11 98765-4321•São Paulo, Brazil

  Summary

  Marketing manager with 6 years of experience running brand campaigns and growth programs for consumer and e-commerce companies across Brazil and Latin America. Combines data-driven digital marketing with strong creative instincts to grow audience, engagement, and revenue at the same time. Comfortable moving between big-picture brand strategy and the performance-marketing details that make a campaign actually convert. Enjoys building and coaching lean marketing teams that ship fast without losing brand consistency.

  Experience

  Marketing Manager04/2021 – Present

  Nubank – São Paulo, Brazil

  • Lead a team of five running paid social, SEO, and lifecycle email campaigns across the app.
  • Grew organic traffic by 42% year-over-year through content and SEO investment.
  • Managed an annual marketing budget of R$ 6M across digital and offline channels.
  • Launched a referral program that became the second-largest new-customer acquisition channel.

  Brand Executive01/2018 – 03/2021

  Magazine Luiza – São Paulo, Brazil

  • Executed regional brand campaigns across TV, radio, and social media for two core product lines.
  • Coordinated with agencies on creative production, from brief to final delivery.
  • Analysed campaign performance data to guide the following quarter’s media spend.
  • Managed brand guideline compliance across 40+ store and marketplace touchpoints.

  Marketing Analyst02/2016 – 12/2017

  Ambev – São Paulo, Brazil

  • Supported category managers with market research and competitor pricing analysis.
  • Built monthly performance dashboards tracking campaign reach and sales lift.
  • Assisted with regional activation events for two flagship product lines.

  Skills

  Digital Marketing

  SEOGoogle AdsMeta AdsEmail MarketingMarketing Automation

  Brand

  Brand StrategyContent CreationCampaign ManagementTeam Leadership

  Languages

  Portuguese (native)English (fluent)Spanish (conversational)

  Education

  Bachelor of Business Administration – Marketing2012 – 2016

  University of São Paulo
  Bloom

• Daniel Kim

  > Software Engineer

  daniel.kim@devmail.ca+1 (416) 555-0192Toronto, ON, Canada

  DK

  // PROFILE

  Full-stack engineer with 5 years building and scaling fintech APIs and customer-facing web apps. Core stack is React, Go, and Postgres; comfortable owning a service from initial design through production on-call, and equally comfortable digging into a slow query as writing a new feature. Cares about developer experience as much as user experience — has led two internal tooling efforts that measurably cut other engineers’ time-to-ship. Enjoys mentoring newer engineers and writing design docs that hold up six months later.

  // EXPERIENCE

  Senior Software Engineer03/2022 → Present

  Shopify – Toronto, ON, Canada

  • Built and maintain payment settlement APIs processing over 500,000 transactions daily.
  • Led migration of a core service from a monolith to Go microservices, cutting p99 latency by 35%.
  • Mentor two junior engineers through code review and pairing sessions.
  • Built an internal CLI tool that cut local environment setup time from 45 minutes to under 5.

  Software Engineer01/2019 → 02/2022

  Wealthsimple – Toronto, ON, Canada

  • Developed React front-ends and REST APIs for investing products used by over a million clients.
  • Wrote automated test suites that raised backend coverage from 40% to 85%.
  • Fixed production incidents as part of a rotating on-call schedule.
  • Partnered with product and design on two feature launches from spec through GA.

  Junior Software Developer06/2017 → 12/2018

  Borrowell – Toronto, ON, Canada

  • Built internal admin tooling used by the customer operations team.
  • Fixed bugs and wrote unit tests across the Node.js backend.
  • Participated in an on-call rotation for a low-traffic internal service.

  // KEY SKILLS

  LanguagesJavaScript, TypeScript, Go, Python

  Frameworks & ToolsReact, Node.js, Django, Docker, PostgreSQL

  // LANGUAGES

  #English(fluent)#Korean(native)

  // EDUCATION

  Bachelor of Science – Computer Science2013 → 2017

  University of Waterloo
  Codex

• Fatima Al-Sayed

  Chief Financial Officer

  fatima.alsayed@financemail.com+971 50 123 4567Dubai, United Arab Emirates

  EXECUTIVE SUMMARY

  Finance executive with over 12 years of experience across banking and FMCG, including 4 years at CFO level leading a regional finance function through both growth and cost-discipline cycles. Track record of leading financial strategy, audit readiness, and treasury management for organisations with multi-country operations and boards that expect precise, well-supported numbers.

  Comfortable being the finance voice in the room during high-stakes decisions, and known for building finance teams that business partners actually want to work with rather than avoid.

  EXPERIENCE

  Chief Financial Officer01/2021 – Present

  Emirates NBD – Dubai, United Arab Emirates

  • Own financial strategy and reporting for a business unit with over AED 2 billion in annual revenue.
  • Led a treasury restructuring that reduced foreign exchange exposure by 25%.
  • Present quarterly financial performance to the board and regional leadership team.
  • Rebuilt the annual planning process, cutting the budgeting cycle from ten weeks to six.

  Finance Manager06/2015 – 12/2020

  PwC Middle East – Dubai, United Arab Emirates

  • Managed financial reporting and budget consolidation across six regional business units.
  • Led IFRS 9 implementation ahead of the regulatory deadline.
  • Supervised a team of eight finance analysts and accountants.
  • Streamlined the month-end close process, cutting close time from 12 days to 7.

  Senior Financial Analyst08/2009 – 05/2015

  National Bank of Fujairah – Fujairah, United Arab Emirates

  • Prepared monthly and quarterly financial statements for regulatory submission.
  • Built variance analysis reports comparing actuals to budget for business unit heads.
  • Supported the annual external audit process, coordinating document requests across departments.

  KEY SKILLS

  Finance LeadershipFinancial Strategy, Treasury Management, Board Reporting, Team Leadership

  GovernanceAudit & Compliance, IFRS Reporting, Risk Management

  LANGUAGES

  Arabic (native)

  English (fluent)

  EDUCATION

  MBA – Finance2013 – 2015

  London Business School

  Bachelor of Commerce – Accounting2005 – 2009

  American University of Sharjah
  Ledger

• Liam O'Connor

  IT Project Manager

  liam.oconnor@consultmail.com.au+61 4 1234 5678Sydney, AustraliaOpen to hybrid and remote roles

  📄

  Professional Summary

  IT project manager and consultant with 7 years leading digital transformation programs for banking and telecom clients across Australia. Skilled at translating executive strategy into agile delivery plans that ship on time and within budget, and at keeping a program on track when scope, stakeholders, or vendors shift midstream. Builds trust with both engineering teams and client sponsors by being transparent about risk early rather than after it becomes a problem. Certified PMP and Scrum practitioner with hands-on experience running multi-vendor delivery.

  💼

  Experience

  Senior Project Manager09/2021 – Present

  Deloitte Australia – Sydney, Australia

  • Lead delivery of core banking system upgrades for three regional bank clients.
  • Manage cross-functional teams of up to 20 people across engineering, QA, and change management.
  • Introduced a standard agile delivery framework now used across the practice’s IT engagements.
  • Own client-facing status reporting and risk escalation for a AUD 8M program portfolio.

  IT Project Manager03/2018 – 08/2021

  Telstra – Sydney, Australia

  • Delivered internal tooling projects supporting customer care and network operations teams.
  • Ran sprint planning and stand-ups for two scrum teams totaling 14 engineers.
  • Reduced average project overrun from 18% to 6% by tightening scope and change control.
  • Coordinated UAT cycles with business stakeholders ahead of three major platform releases.

  Business Analyst02/2015 – 02/2018

  Commonwealth Bank of Australia – Sydney, Australia

  • Gathered and documented business requirements for internal process improvement projects.
  • Facilitated workshops between business stakeholders and technical teams.
  • Supported UAT planning and defect triage for two core system rollouts.

  🧠

  Key Skills

  DeliveryAgile, Scrum, PMP, Change Management, Risk Management

  ToolsJira, MS Project, Confluence

  🌐

  Languages

  English (native)

  🎓

  Education

  Bachelor of Science – Information Technology2011 – 2015

  University of New South Wales
  Amber