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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

• Michael Reynolds

  Attorney & Legal Counsel

  michael.reynolds@lawmail.com•+1 (212) 555-0148•New York, NY, USA

  Profile

  Attorney admitted to the New York State Bar with 7 years of experience in corporate and commercial law, advising public and private clients on high-value mergers and acquisitions, contract negotiation, and regulatory compliance. Regularly manages multi-jurisdictional due diligence workstreams and coordinates with outside counsel across banking, telecoms, and manufacturing sectors. Recognised for translating dense regulatory language into guidance that non-legal executives can act on quickly, and for holding a calm, detail-oriented line under tight deal timelines.

  Experience

  Senior Associate01/2020 – Present

  Skadden, Arps, Slate, Meagher & Flom LLP – New York, NY, USA

  • Lead legal due diligence for cross-border M&A transactions valued at over $40 million combined.
  • Draft and negotiate commercial contracts, joint venture agreements, and shareholder agreements.
  • Advise clients on compliance with SEC and FTC regulations ahead of major filings.
  • Coordinate a team of junior associates and paralegals across concurrent live deals.

  Associate09/2016 – 12/2019

  Latham & Watkins LLP – New York, NY, USA

  • Supported corporate transactions, including company incorporations, share transfers, and financings.
  • Conducted legal research and prepared opinions on employment and regulatory matters.
  • Represented clients in commercial dispute mediation proceedings.
  • Drafted closing checklists and managed signature pages for multi-party transactions.

  Judicial Law Clerk09/2015 – 08/2016

  Supreme Court of the State of New York – New York, NY, USA

  • Researched case law and drafted bench memoranda for commercial division judges.
  • Summarised motion briefs and prepared hearing materials ahead of oral argument.
  • Observed and reported on trial proceedings for complex commercial litigation matters.

  Skills

  Practice Areas:Corporate Law, Mergers & Acquisitions, Contract Negotiation, Regulatory Compliance

  Core Skills:Legal Research, Due Diligence, Risk Assessment, Client Advisory

  Languages

  English (native)•Spanish (conversational)

  Education

  Juris Doctor (J.D.)2013 – 2016

  Columbia Law School

  Bachelor of Arts – Political Science2009 – 2013

  University of Michigan
  Classic

• 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

• Wei Ling Tan

  Operations Directorweiling.tan@opsmail.com+65 8123 4567Singapore

  Executive Summary

  Operations executive with over 10 years scaling logistics and mobility businesses across Southeast Asia. Known for building operational discipline into fast-growing teams without slowing down the pace of growth, and for staying close enough to frontline operations to catch problems before they show up in a dashboard. Has managed operations through a market expansion, a major systems migration, and a period of 3x volume growth, and reports comfortably at both the operating-metric level and the boardroom level.

  Experience

  05/2020 – Present

  Operations Director

  Grab – Singapore

  • Oversee daily operations across four regional hubs serving over 2 million monthly rides.
  • Redesigned driver onboarding, cutting average activation time from 9 days to 3 days.
  • Own the annual operations budget of SGD 12M and report performance directly to the country GM.
  • Built a data-driven incident response process that reduced service downtime by 40%.

  02/2016 – 04/2020

  Regional Operations Manager

  DHL Express – Singapore

  • Managed warehouse and last-mile delivery operations across the region.
  • Led a team of 45 field staff and drivers through a period of 3x volume growth.
  • Implemented route optimisation that cut average delivery cost per order by 22%.
  • Led the regional rollout of a new warehouse management system across six sites.

  01/2012 – 12/2015

  Operations Supervisor

  SingPost – Singapore

  • Supervised a team of 15 sorting and delivery staff across a regional distribution hub.
  • Monitored daily throughput targets and escalated bottlenecks to site management.
  • Assisted in piloting a barcode-scanning process that cut manual sorting errors by 30%.

  Key Skills

  Operations: Operations Strategy, Supply Chain Management, Process Improvement

  Leadership: P&L Management, Team Leadership, Change Management

  Languages

  English (fluent)Mandarin (native)

  Education

  2018 – 2020

  MBA

  National University of Singapore

  2008 – 2012

  Bachelor of Business Administration

  Nanyang Technological University
  Meridian
• Ananya Sharma

  Data Analyst

  ananya.sharma@datamail.in+91 98765 43210Bengaluru, India

  01

  Career Summary

  Data analyst with 4 years of experience turning raw operational data into dashboards and recommendations that guide real business decisions, not just reporting for its own sake. Comfortable owning a problem end-to-end, from writing the first exploratory SQL query through to a stakeholder-ready presentation that leadership can act on the same week. Known for asking the "so what" question early, so analysis stays tied to a decision instead of becoming a stack of unread charts. Currently deepening experience in experimentation design and causal analysis.

  02

  Experience

  Senior Data Analyst06/2022 – Present

  Flipkart – Bengaluru, India

  • Build and maintain Power BI dashboards tracking sales and fulfilment trends across regional hubs.
  • Automated a monthly reporting pipeline in Python, cutting report turnaround from 3 days to 4 hours.
  • Partner with category teams to model the projected impact of proposed pricing changes.
  • Designed and analysed A/B tests for two checkout-flow experiments, informing a company-wide rollout.

  Data Analyst08/2020 – 05/2022

  Swiggy – Bengaluru, India

  • Analysed delivery performance data across 15+ cities to inform operational decisions.
  • Wrote SQL queries against a growing internal database to support ad-hoc leadership requests.
  • Presented quarterly insights reports to the operations leadership team.
  • Built a rider-utilisation model that helped reduce average delivery time by 6%.

  Data Analyst Intern01/2020 – 06/2020

  Zomato – Gurugram, India

  • Cleaned and validated restaurant transaction data ahead of a quarterly reporting cycle.
  • Built exploratory dashboards in Excel to support the merchant growth team.
  • Documented data definitions used across three analyst teams.

  03

  Key Skills

  Analytics:SQL, Python, Power BI, A/B Testing

  Tools:Excel, Tableau, Google Sheets, Airflow

  04

  Languages

  English (fluent)Hindi (native)Kannada (conversational)

  05

  Education

  Bachelor of Science – Statistics2016 – 2020

  Indian Statistical Institute
  Nova