About
Results-driven Customer Support Analyst with over 5 years of experience, specializing in technical issue resolution, incident management, and enhancing customer satisfaction. Proven ability to leverage expertise in Linux, Python scripting, networking, and AWS (AWS Certified) to deliver exceptional technical support and drive continuous service improvements. Adept at managing complex escalations, collaborating cross-functionally, and optimizing processes to achieve superior customer outcomes.
Work
Betika Kenya
|Support Center Analyst
Nairobi, Nairobi, Kenya
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Summary
Currently serving as a Support Center Analyst, managing technical escalations and driving service improvements through advanced analysis and cross-functional collaboration.
Highlights
Managed and resolved an average of 40+ technical support tickets per shift using Jira and Zendesk, ensuring strict SLA adherence and comprehensive documentation.
Analyzed customer pain points and recurring technical issues, preparing weekly and monthly reports that informed strategic service improvements across Tech, Product, and Customer Service teams.
Acted as a crucial liaison between technical teams and customer support, facilitating seamless communication and efficient resolution of complex issues.
Developed and delivered training programs for frontline staff on effective escalation management and ticketing systems, enhancing team proficiency and operational efficiency.
Coordinated critical communications during system outages, providing timely updates to internal teams and stakeholders to maintain transparency and minimize disruption.
Betika Kenya
|Customer Service Executive
Nairobi, Nairobi, Kenya
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Summary
Served as a Customer Service Executive, expertly handling high volumes of inquiries and complex complaints to ensure exceptional customer satisfaction and operational efficiency.
Highlights
Managed an average of 500+ customer queries weekly, consistently resolving issues with high efficiency and contributing to enhanced customer satisfaction.
Addressed and efficiently resolved complex customer complaints and concerns, demonstrating strong problem-solving and communication skills.
Collaborated closely with contact center supervisors and managers to streamline issue resolution processes, ensuring seamless operations and high customer satisfaction.
Education
AltSchool Africa
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Diploma
Cybersecurity
University of Nairobi
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Diploma
HR Management
Awards
Women Techstars Cybersecurity Fellowship
Awarded By
Tech4Dev Africa
Awarded prestigious fellowship recognizing potential in cybersecurity and leadership within the tech community, participating in a program designed to foster innovation and skill development.
Certificates
AWS Certified Cloud Practitioner
Issued By
Amazon Web Services (AWS)
Google Technical Support Fundamentals
Issued By
Coursera
IBM Operating Systems Overview
Issued By
Coursera
Skills
Technical Support & Operations
Incident Management, Escalation Management, SLA Monitoring, Ticketing Systems (Jira, Zendesk), Process Documentation, Process Improvement, Root Cause Analysis, Technical Troubleshooting.
Customer Experience
Customer Experience Management, Customer Satisfaction, Problem Solving, Communication Skills, Relationship Building.
Technical Proficiency
Linux, Command Line Tools, Python Scripting, Bash Scripting, Networking Fundamentals (DNS, IP, DHCP), AWS (Amazon Web Services).
Data Analysis & Reporting
Data Analysis, Reporting, Performance Metrics, Trend Identification, Insights Generation.
Collaboration & Training
Cross-functional Collaboration, Team Training, Stakeholder Management, Knowledge Sharing.