Customer Retention & Technical Support
Innovating Tomorrow, Today
Results-driven IT specialist and customer support professional with expertise in technical support, database management, and digital service optimization. Proven ability to enhance operational efficiency, improve customer satisfaction, and drive digital transformation. Proficient in Java, C++, HTML, MySQL, and CRM software, with a strong foundation in troubleshooting, automation, and user experience improvements. Passionate about leveraging technology to streamline processes and optimize digital solutions.
Creative & Professional
Boosted customer retention by 20% by implementing targeted engagement strategies.
Reduced issue resolution time by 30% through optimized troubleshooting workflows.
Provided technical support for 100+ customers weekly, ensuring a 95% satisfaction rate.
Managed 150+ daily customer interactions across chat, email, and social media.
Developed an internal knowledge base, reducing support ticket volume by 25%.
Achieved 98% positive feedback by providing prompt and accurate assistance.
Reduced document processing time by 30% by digitizing administrative workflows.
Improved customer inquiry response time by 50% through structured communication protocols.
Maintained a 100% accuracy rate in data entry and document filing.
Implemented new accounting software, increasing data accuracy and efficiency by 30%.
Multimedia University of Kenya
Malava Boys High School, Kakamega