Alex Gitonga

• Investigated and resolved customer inquiries and complaints quickly.
• Created and maintained detailed database to develop promotional sales.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Promptly responded to inquiries and requests from prospective customers.
• Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
• Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
• Provided primary customer support to internal and external customers.
• Handled customer inquiries and suggestions courteously and professionally.
• Sought ways to improve processes and services provided.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Delivered prompt service to prioritize customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Configured hardware, devices, and software to set up work stations for employees.
• Developed and implemented preventive maintenance procedures.
• Researched and identified solutions to technical problems.
• Patched software and installed new versions to eliminate security problems and protect data.
• Maintained current software licenses and patched applications to stay up-to-date with latest features.
• Data entry in the kenyaEMR system
• Updating computer software as well as upgrading hardware and systems.
• Maintaining databases and ensuring system security.
• Documenting processes and performing diagnostic tests.

• Scheduling of meeting dates and discussions
• Liaising with the OTZ secretary to ensure the meetings runs smoothly.
• Counseling of members incase of issues.

• Assisted clients with daily living needs to maintain self-esteem and general wellness.