Experience

M-PESA Africa

• Financial Services
• 100 - 200 Employee

• L1 Support

  • Jun 2023 - Present

  •Collaborated closely with Level 2 and Level 3 support teams to ensure the swift resolution of escalated issues, enhancing overall customer support effectiveness. •Proficiently used ticketing systems and CRM software to log, track, and manage customer inquiries, ensuring no issue fell through the cracks. •Participated in regular training sessions to stay updated on product knowledge, troubleshooting techniques, and customer service best practices. •Efficiently handled incoming customer inquiries and technical issues via phone, email, or chat, providing first-level support to resolve issues promptly. •Demonstrated excellent problem-solving skills by diagnosing and troubleshooting technical problems, escalating complex issues to higher-level support when necessary. •Maintained a high level of customer satisfaction through clear and empathetic communication, resulting in consistently positive feedback. •Utilized a comprehensive knowledge base and documentation to provide accurate and timely information to customers. Show less



Prodapt

• India
• Media and Telecommunications
• 700 & Above Employee

• Support Engineer

  • Feb 2023 - Present

  -Collaborated with cross-functional teams, including product managers and designers, to gather requirements and deliver software that met user needs. -Actively participated in Agile/Scrum development processes, attending daily stand-up meetings and sprint planning sessions. -Mentored junior developers, providing guidance and support for their professional growth. -Completed relevant certification to stay updated with the latest industry trends and technologies( certification in profile) -Collaborated with cross-functional teams, including product managers and designers, to gather requirements and deliver software that met user needs. -Actively participated in Agile/Scrum development processes, attending daily stand-up meetings and sprint planning sessions. -Mentored junior developers, providing guidance and support for their professional growth. -Completed relevant certification to stay updated with the latest industry trends and technologies( certification in profile)



Wabi Project

• Uruguay
• Technology, Information and Internet
• 200 - 300 Employee

• Support Analyst

  • Nov 2021 - Dec 2022

  • Evaluated potential solutions for integration into existing systems and drafted cost-benefit analyses for presentation to decision-makers. • Trained users and junior support staff in the proper use of hardware and software, resulting in a 25% reduction in support tickets. • Monitored daily performance of existing computer systems and recommended strategies to optimize performance and reduce downtime. • Consistently resolved an average of 25 technical support tickets per week with a 95% first-call resolution rate. • Installed and performed minor repairs to hardware, software, and peripheral equipment, following the user manual. • Collaborated with staff, users, and management to establish requirements for new systems or modifications. • Developed and implemented a new training program that increased user adoption of software by 40%. Show less



CCI Kenya

• Kenya
• Consumer Services
• 700 & Above Employee

• Customer Service Representative

  • Feb 2020 - Oct 2021

  - Successfully managed a high volume of customer inquiries via phone and chat, ensuring a positive customer experience. - Demonstrated strong problem-solving skills by resolving customer complaints and issues, resulting in a 20% reduction in escalated cases. - Maintained a customer satisfaction rate consistently above 95% through effective communication and empathetic support. - Collaborated with cross-functional teams to streamline processes, improving response times and overall efficiency. - Utilized CRM software to track customer interactions, update information, and provide accurate product information. - Trained new team members on company policies, procedures, and best practices for delivering outstanding customer support. Show less