Customer Support Agent

• Aug 2021 - Present

-Respond to customer queries in a timely and accurate way, via phone, email, or chat. -Identify customer needs and help customers use specific features. -Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users). -Update our internal databases with information about technical issues and useful discussions with customers. -Monitor customer complaints on social media and reach out to assist. -Share feature requests and effective workarounds with team members. -Inform customers about new features and functionalities. -Follow up with customers to ensure their technical issues are resolved. -Gather customer feedback and share it with our Product, Sales, and Marketing teams. Assist in training junior Customer Support Representatives. -Record and check the accuracy and comprehension of data uploaded on to the CRM database system Resolved customers’ complaints while identifying problems and taking appropriate corrective action, increasing client retention ratio significantly. Show less

Freelance Writer

• Jan 2019 - Dec 2019

• Translation, transcription of an audio file to word document for both English and Swahili documents. • Copywriting and editing of word documents. • Formulation of research questions. • Collection of data. • Interpretation of collected data to aid in search findings for individuals and self-help groups on request. • Monitoring and Evaluation of various projects on request for self-help groups in Baringo County • Translation, transcription of an audio file to word document for both English and Swahili documents. • Copywriting and editing of word documents. • Formulation of research questions. • Collection of data. • Interpretation of collected data to aid in search findings for individuals and self-help groups on request. • Monitoring and Evaluation of various projects on request for self-help groups in Baringo County

customer care representative

• Oct 2016 - Oct 2019

Teacher

• Jan 2015 - Apr 2015

a) Manage classroom coverage in my teaching subjects (Mathematics and Business Studies). b) Participate in all the responsibilities of a regular teacher, including professional development, communications with parents, assessment of students and staff meetings. c) Perform basic administrative duties such as recording students’ portfolio. d) Prepared professional documents such as lesson plans, scheme of work and records of work covered. a) Manage classroom coverage in my teaching subjects (Mathematics and Business Studies). b) Participate in all the responsibilities of a regular teacher, including professional development, communications with parents, assessment of students and staff meetings. c) Perform basic administrative duties such as recording students’ portfolio. d) Prepared professional documents such as lesson plans, scheme of work and records of work covered.