Ian Mwangi
Irving,TX
Summary
Customer experience professional with a strong background in high-touch support, polished written communication, and thoughtful problem resolution across email, chat, and phone. Experienced in guiding customers through complex questions, managing service issues with empathy and accuracy, and working across multiple systems to deliver a seamless remote support experience. Brings strong organization, attention to detail, and a customer-first approach suited to personalized service, order support, and brand-aligned communication.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Signature Support Specialist
Take Command
10.2024 - 02.2026
- Provide high-touch customer support to hundreds of B2B and B2C clients across email, chat, and phone, maintaining a responsive and empathetic service experience.
- Resolve escalated and complex issues with professionalism and accuracy, helping customers feel informed and supported through each interaction.
- Explain detailed policy and account information in clear, customer-friendly language, improving understanding and reducing confusion.
- Use HubSpot, internal systems, and Excel to track cases, document outcomes, manage follow-up, and maintain organized customer records.
- Partner with cross-functional teams to address customer needs, escalate concerns appropriately, and improve support workflows.
- Gather and communicate customer feedback internally to support process improvements and better service delivery.
- Develop triage and escalation processes that improve responsiveness during high-volume periods.
- Mentor 8 frontline support agents in real time, helping improve consistency, communication quality, and customer care.
Logistics Manager
Spiced Lavender Catering
04.2023 - 06.2024
- Managed client communication and delivery coordination, helping maintain a 99% on-time performance rate and a dependable customer experience.
- Improved inventory and transportation workflows, contributing to a 25% increase in customer satisfaction.
- Supported service execution and team training efforts that helped maintain consistent 5-star client reviews.
- Balanced multiple moving parts with strong organization and attention to detail in a client-facing service environment.
Operations Team Lead
Milkshake Concepts
04.2023 - 06.2024
- Streamlined team procedures to improve productivity by 30% and support smoother daily operations.
- Created training materials that reduced onboarding time by 40% and improved service consistency.
- Implemented team feedback processes that strengthened communication and operational follow-through.
Operations Manager
Viratex International LLC
01.2018 - 08.2023
- Improved forecasting and reduced overhead while maintaining 98% inventory accuracy across business operations.
- Coordinated timelines and internal workflows to maintain 100% adherence to client commitments.
Owner / Chief Executive Officer
Virtue Motorsports LLC
08.2014 - 08.2017
- Grew revenue by $1.5 million in 16 months through customer relationship management, vendor coordination, and service delivery improvements.
- Built vendor partnerships and maintained service standards that supported business growth and client satisfaction.
Education
Bachelor of Science - Biology
University of North Texas
Denton, TX05-2014
Skills
- Customer experience and customer support
- Email and chat support
- Order support, issue resolution, and follow-up
- Returns, exchanges, shipping support, and customer communication
- CRM systems: HubSpot, Zendesk, Jira, Intercom
- Product guidance and customer education
- Written communication and attention to detail
- Technical troubleshooting and problem solving
- Cross-functional collaboration
- Remote work, case management, and workflow organization
Certification
- Customer Service Foundations, LinkedIn
- Zendesk Customer Service Professional Certificate
Timeline
Signature Support Specialist
Take Command
10.2024 - 02.2026
Logistics Manager
Spiced Lavender Catering
04.2023 - 06.2024
Operations Team Lead
Milkshake Concepts
04.2023 - 06.2024
Operations Manager
Viratex International LLC
01.2018 - 08.2023
Owner / Chief Executive Officer
Virtue Motorsports LLC
08.2014 - 08.2017
Bachelor of Science - Biology
University of North Texas