Customer Support Representative
Customer Service Manager
Dedicated and resourceful IT professional with over five years of experience in networking, technical support, and customer engagement. Proven expertise in troubleshooting complex IT systems, optimizing network performance, and delivering exceptional customer experiences. Adept at cross-departmental collaboration to achieve organizational goals. Strong foundational knowledge in artificial intelligence and SaaS solutions.
Experience: 6 years
Yearly salary: $30,000
Hourly rate: $25
Nationality: 🌏 Remote
Residency: 🇰🇪 Kenya
Experience
Customer Support Agent
Kafa Trucking & Transporters 2023 - 2023
Resolved over 100 customer inquiries weekly via phone, email, and chat regarding products and services. Processed transactions and managed customer orders with 98% accuracy. Provided training on product usage and gathered client feedback to improve services. Escalated unresolved concerns to appropriate departments, achieving a resolution rate of 95%.
UNHCR Refugee Helpline Agent
Techno Brain (BPO) 2022 - 2022
Addressed concerns and questions from refugees, providing accurate information to over 50 clients daily. Resolved or escalated issues while ensuring refugees' consent for escalations. Delivered case updates and maintained a calm demeanor during complaints, increasing positive feedback by 10%.
Junior Network Engineer (Volunteer)
Liquid Telecom 2021 - 2022
Installed, configured, and tested network hardware and software, improving network uptime by 30%. Diagnosed and resolved network malfunctions and optimized performance. Maintained computer hardware such as servers, desktops, and peripherals. Ensured the security and functionality of routers, switches, and firewalls, enhancing network security compliance by 15%.
ICT Lab Attendant (Volunteer)
Islamic University in Uganda 2020 - 2021
Performed maintenance and updates on hardware and software systems, reducing downtime by 20%. Installed and configured operating systems, antivirus tools, and office applications. Provided non-IT students with basic training on system operations, increasing lab efficiency by 25%. Diagnosed and repaired technical issues, generating detailed reports.
ICT Service Desk Assistant
GEWDO 2017 - 2018
Diagnosed and resolved IT issues while advising users on best practices, achieving a 90% resolution rate. Monitored issues from identification to resolution and escalated as needed. Provided essential online security advice to users, improving user awareness by 30%.
Skills
analyst
customer-success
customer-support
data-entry
data-science
python
sql
virtual assistant
english
arabic
somali