Caroline Munyao
Service Desk Personnel - Outsource at Diamond Trust Bank at Computech Limited- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
Benjamin Munguti
Good communication and interpersonal skills, Excellent work Knowledge and planning,
Benjamin Munguti
Good communication and interpersonal skills, Excellent work Knowledge and planning,
Benjamin Munguti
Good communication and interpersonal skills, Excellent work Knowledge and planning,
Benjamin Munguti
Good communication and interpersonal skills, Excellent work Knowledge and planning,
Credentials
-
Member of Institute of Human Resource Management
Institute Of Human Resource ManagementApr, 2022- Nov, 2024
Experience
-
Computech Limited
-
Kenya
-
IT Services and IT Consulting
-
100 - 200 Employee
-
Service Desk Personnel - Outsource at Diamond Trust Bank
-
Jun 2021 - Present
• Log in all the Incidents and Requests raised by users which increased accuracy from 55% to 93%. • Receive, classify, prioritize and log Incidents and Requests on daily basis. • Liaise with IT support team continuously on incidents and requests that I cannot be resolve within the agreed timelines for possible workaround which has raised customer satisfaction by 45%. • Communicate to IT Management on major Incident progress and impact, for instance major outages. • Guide procurement department on quality of spare part sourcing. This has in turn lowered breakdown calls by 50%. • Build and maintain excellent relationships with all customers of service desk while maintaining quality and expectations which has shot up customer satisfaction from 65% to 88%. • Take users through a series of best IT practices, advising on proper hardware and software and as a result reduced incidence on mishandling of equipment which has cut down operation cost by 25%. • Keep affected customers informed about incident resolution progress on daily basis, notify of impending changes and or agreed outages hence increasing efficiency. • Identify any potential IT risks in the user environment by regularly completing business risk assessment. • Create performance reporting templates used for analyzing and reporting on vendor performance trends.
-
-
-
SAI Office Supplies Ltd
-
Business Supplies & Equipment
-
1 - 100 Employee
-
Customer Service Associate , Technical Department
-
Dec 2018 - May 2021
• Switchboard Management: Received inbound calls, clarified product- related queries to customers and made outbound calls to customers. • Customer care: Attended to and resolved customer complaints related to product/service delivery and took corrective measures as well which surpassed customer expectation by 10%. • Quotations: Sent quotes to client, followed up on orders, invoiced and arranged delivery. This grew sales base by 40%. • Coordinated all lease and AMC breakdown calls; Scheduled breakdown calls, preventive maintenance and responded to clients on allocation and progress. This led to reduction on customer complaints. • Managed a 20 member team by scheduling to attend to breakdown calls. • Ezytrakker software management: Tracked over 10,000 machine consumables, updated on site jobs cards and kept properly for future use. • Managed over 5000 workshop repairs/warranty cases: Received printers and verified warranty status, booked in the system, assigned workshop technicians for diagnosis, requisition of spare parts where necessary and continuously updated clients on status. • Report preparations: Prepared Monthly report on the number of warranty cases logged and the spares requested to track usage and return on investment.
-
-
-
Office Technologies Ltd
-
1 - 100 Employee
-
Human Resources Administrative Assistant
-
Jul 2017 - Nov 2018
• Facilitated induction/ orientation of over 20 new employees to the organization which included setting up a designated log in, workstation, and email addresses.• Administered over 500 online assessments for candidates interested to join the organization. • Facilitated payroll preparation by preparing and submitting supporting documents, for instance leave days and bonuses.• Served as a point of contact with benefit vendors/administrators on medical covers.• Maintained employee records, updating systems and proper record keeping of both hard and soft copies for more than 600 employees which led to improved efficiency. • Ensured the smooth running of office operations; ensuring preventive maintenance is done on time, calling for repairs and maintaining equipment inventories which boosted business continuity by 55%.
-
-
Administrative/Human Resource Intern
-
Jan 2017 - Jun 2017
• Maintaining supplies inventory by checking stock to determine inventory level, anticipating needed supplies, placing and expediting orders for supplies and verifying receipt of supplies. • Producing and distributing correspondence memos, letters, faxes and forms.• Answering and directing phone calls.• Booking and making travel arrangements for senior management staff.• Overseeing and supervising the work of junior office staff.• Developing and updating administrative systems to make them more efficient.• Maintaining up-to-date employee holiday records.• Covering the reception desk when required.• Responding to email, telephone and face to face enquiries.
-
-
Education
-
2022 - 2023
College Of Human Resource Management
Certificate Human Resource Professional, Human Resources Management/Personnel Administration, General -
2018 - 2020
KCA University
Bachelor of Commerce - BCom, Human Resources Management/Personnel Administration, General -
2015 - 2019
KCA University
Business Administration and Management, General
Community
