NGIANA MOSHI
Summary
Customer Support Specialist with 10+ years of experience resolving complex technical, operational, and financial issues in high-pressure environments. Skilled in incident triage, customer communication during outages, real-time coordination with engineering/support teams, and translating technical issues into clear, human-centered messaging. Background includes fraud investigation, risk analysis, escalations, and regulated financial compliance work with JP Morgan and Barclays Bank. Known for calm leadership during technical disruptions, strong documentation accuracy, and exceptional cross-functional communication.
Overview
25
25
years of professional experience
Work History
Customer Support Representative | Tier 1 Technical Support
ShyftOff Contractor
01.2025 - Current
- Monitored 30 inbound calls, chats to support trends, andto identify service outages and unusual patterns requiring escalation.
- Acted as first-line incident identifier, confirming issues with technical teams and escalating high-severity concerns.
- Communicated real-time updates to customers with accuracy, clarity, and empathy.
- Updated internal tools, scripts, and documentation during live issues to ensure consistency across support teams.
- Provided calm, structured leadership during unexpected technical disruptions affecting multiple users.
- Resolved customer inquiries efficiently through multi-channel support, enhancing overall satisfaction.
Customer Support Representative (Multi-Industry)
Omni Interactions
01.2024 - 01.2025
- Managed escalated customer issues requiring detailed investigation, triage, and cross-functional communication.
- Identified recurring issues through ticket pattern recognition and reported emerging incidents.
- Created clear, plain-language explanations for customers regarding technical failures or delays.
Customer Service Representative (Duke Energy – High-Stress Outage Support)
LiveOps
01.2022 - 01.2024
- Served as the primary point of contact during energy outages, equipment failures, service disruptions, and emergencies.
- Delivered calm, structured communication during widespread service incidents.
- Collaborated with field technicians, dispatch teams, and internal systems during outage escalations.
- Documented all customer interactions for post-incident analysis.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Premier Life Relationship Manager
Barclays Bank Tanzania
01.2009 - 01.2011
- Supported approximately 5-10 high-profile and high-net-worth financial clients with sensitive account issues.
- Conducted risk reviews, escalated account anomalies, and ensured compliance with KYC/AML regulations.
- De-escalated financial disputes and resolved urgent banking incidents to protect customer trust.
- Cultivated strong client relationships, enhancing customer satisfaction and loyalty.
- Collaborated with cross-functional teams to streamline processes and improve service delivery.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Operational Risk Analyst & Collections Specialist
JP Morgan Chase
01.2001 - 01.2006
- Investigated fraud incidents, resolved account disruptions, and communicated outcomes directly to affected customers.
- Produced incident documentation, root-cause summaries, and customer explanations with precision.
- Acted as a liaison between risk, operations, and customer-facing teams.
- Monitored key risk indicators, ensuring timely reporting and escalation of potential threats.
- Evaluated operational risk exposures and identified mitigation strategies to enhance compliance.
Education
Master’s - Project Management
Keller Graduate School
BS - Information Technology & Digital Communication
Franklin University
Columbus, OHBS - Marketing
Franklin University
Columbus, OHAS - Business
Waldorf College
Forest City, IAAS - Culinary Arts
Art Institute of Atlanta
Atlanta, GASkills
- Incident Response & Support Escalation
- Crisis Communication (Internal External)
- Cross-Functional Coordination (Eng, Legal, Support)
- Customer Advocacy During Incidents
- Technical Troubleshooting & System Navigation
- Zendesk, CRM, Support Macros, Status Updates
- Data Trends, Ticket Analysis, Root Cause Recognition
- Financial Services Support & Compliance
- Risk Investigation & Fraud Awareness
- Written Communication Excellence
- Customer engagement
- Technical troubleshooting
- Incident management
- Cross-functional communication
Languages
English (Fluent)
Kiswahili (Fluent)
Timeline
Customer Support Representative | Tier 1 Technical Support
ShyftOff Contractor
01.2025 - Current
Customer Support Representative (Multi-Industry)
Omni Interactions
01.2024 - 01.2025
Customer Service Representative (Duke Energy – High-Stress Outage Support)
LiveOps
01.2022 - 01.2024
Premier Life Relationship Manager
Barclays Bank Tanzania
01.2009 - 01.2011
Operational Risk Analyst & Collections Specialist
JP Morgan Chase
01.2001 - 01.2006
Master’s - Project Management
Keller Graduate School
BS - Information Technology & Digital Communication
Franklin University
BS - Marketing
Franklin University
AS - Business
Waldorf College
AS - Culinary Arts
Art Institute of Atlanta