Trello
Stephanie Kirui
Customer Success Manager
Nairobi,Nairobi
Summary
Knowledgeable and dedicated customer service professional with extensive experience in technology industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
3
3
years of professional experience
9
9
years of post-secondary education
2
2
Languages
Work History
Customer Success Specialist
PremPage
California, Remote
05.2021 - 09.2021
- Communicate with new & existing clients, through email and online messaging.
- Managing relationships with clients, from initial client on-boarding through post-live support & maintenance.
- Setting client expectations, and effectively communicating with team to ensure goals and deadlines are met.
- Managing support inquiries & helping with simple website edits.
- Build websites from existing website templates through PremPage Admin Panel.
- Effectively & appropriately communicating with clients through email & online messaging, according to to our PremPage communication guidelines.
- Help manage & support clients after the website is built and activated.
- Add/edit/remove photos & content.
- Recording important details in Client’s CRM, monday.com.
- Following up with clients and answering all their questions.
- Achieve company goals – on schedule.
- Detail-oriented and should follow well-defined instructions.
- Setup custom domain names, email addresses, and SEO related activities.
Customer Service Representative
Illuminum Greenhouses
Nairobi, Nairobi
04.2020 - 04.2021
- Interact with customers via phone, email, online chat, in person, social media and would resolve customer problems and complaints, answer any inquiries a customer had
- Handle inquiries about deliveries and verify customers information within the database.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Responded to customer requests for products, services and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
ICT Supervisor
Kenya National Bureau of Statistics
07.2019 - 09.2019
- Kericho.
- Training Content Supervisors and ensuring that Enumerators are adequately trained.
- Working with the Content Supervisors to ensure that the census enumeration starts at the agreed time in the assigned supervision areas.
- Carrying extra census equipment/materials to be given to the Content Supervisors in case of emergencies.
- Providing technical support on ICT issues to Content Supervisors and Enumerators in their area of supervision.
Associate Information Technology Consultant
Simlogic Solutions
Nairobi, Nairobi
11.2017 - 08.2018
- Participated in the implementation of SAP GRC Access Control Enhancement project at Kenya Pipeline Company Kenya.
- Created roles and provided support during the roles clean-up and testing of the new roles created in the GRC Access control enhancement project that saw a reduction of the roles from 4000 to 950 roles.
- Assisted in the logistics and planning of the SAP GRC Access Control Enhancement project at Kenya Pipeline Company, Kenya.
- Worked hand in hand with the senior consultant to the project in documentation and reports regarding the GRC Access Control project.
Constituency ICT assistant
IEBC, Independent Electoral and Boundaries Commission
07.2017 - 08.2017
- Provided high quality first level ICT support service to Voter Registration Assistants.
- Assisted in restoring normal service to users as quickly as possible by fixing technical faults, fulfilling service request, or answering queries to allow users to work effectively.
- Prepared, configured, and tested Verification/inspection kits in readiness for general election.
- Performed data backup and data restoration on KIMS Kits.
- Ensured that KIMS kits are always fully charged and functional.
- Participated in training of electoral officials.
technology intern
Safaricom
10.2016 - 12.2016
- Based at the CSDB(Common Subscriber Database) team.
- The main focus was to.ensure that the subscribers database were fully updated and that they received full satisfaction from the services they had enrolled for.
Education
Master of Business Administration - MBA - Strategic Management
United States International University
Nairobi, Kenya 01.2020 - 01.2022
Bachelor of Science (BSc) - information systems and technology
United States International University
Nairobi, Kenya 01.2014 - 01.2017
Diploma - Business Information Technology, Business Information Technology
Strathmore University
Nairobi, Kenya 01.2012 - 01.2013
Kenya Certificate of Secondary Education -
The Kenya High School
Nairobi, Kenya 01.2008 - 01.2011
Skills
Complaint resolution
Administrative support
CRM
Technical Support
Customer Relations
Websites
Additional Information
- REDCROSS USIU CHAPTER , Treasurer May 2014 - May 2015 (1 year 1 month) Nairobi
Software
Slack
Zendesk
Ringcentral
Hubspot
Zoho
Timeline
Customer Success Specialist
PremPage
05.2021 - 09.2021
Customer Service Representative
Illuminum Greenhouses
04.2020 - 04.2021
Master of Business Administration - MBA - Strategic Management
United States International University
01.2020 - 01.2022
ICT Supervisor
Kenya National Bureau of Statistics
07.2019 - 09.2019
Associate Information Technology Consultant
Simlogic Solutions
11.2017 - 08.2018
Constituency ICT assistant
IEBC, Independent Electoral and Boundaries Commission
07.2017 - 08.2017
technology intern
Safaricom
10.2016 - 12.2016
Bachelor of Science (BSc) - information systems and technology
United States International University
01.2014 - 01.2017
Diploma - Business Information Technology, Business Information Technology
Strathmore University
01.2012 - 01.2013
Kenya Certificate of Secondary Education -
The Kenya High School
01.2008 - 01.2011