Benshalom Kariuki
Tech Solutions Specialist
Nairobi
Summary
Dynamic professional with diverse experience in tech support, customer experience, administration, and sales roles. Demonstrated leadership in training and mentoring teams, ensuring operational excellence, and delivering exceptional customer service. Proven ability to analyze customer needs, drive sales, and exceed targets. Strong organizational skills, attention to detail, and problem-solving abilities. Adept at managing multiple responsibilities and thriving in fast-paced environments. Proficient in Information Technology, Blockchain, and Cryptocurrency, with certifications in Bitcoin and Cryptocurrency Bootcamp, Google Cloud Fundamentals: Core Infrastructure, and Microsoft DevOps Academy. Published author of "THE EXCELLENCE OF DIVINE TRUTH."
Overview
3
3
years of professional experience
5
5
Certifications
Work History
Tech Support Analyst
Kopo Kopo Inc.
8 2021 - 4 2024
- Demonstrated leadership by playing a significant role in training several team members, fostering a collaborative and knowledgeable work environment.
- Provided invaluable support to merchants by addressing integration queries on the Discord channel, where codes were meticulously inspected and guidance provided for enhancements, ensuring optimal performance and user experience.
- Managed operations of Mpesa head offices, overseeing administrative tasks and ensuring smooth functioning of essential systems.
- Took proactive measures to escalate issues requiring further investigation to the Engineering team promptly, facilitating timely resolution and minimizing downtime.
- Utilized incident reporting tools such as Opsgenie to promptly report and address system issues, contributing to efficient incident management and resolution.
- Documented and maintained comprehensive records of processes and procedures on platforms like Basecamp and Confluence, enhancing team productivity and knowledge-sharing.
- Administered system infrastructure to ensure its continuous operation, addressing any technical issues promptly to maintain uptime and optimize performance.
- Facilitated the onboarding process for new hires by issuing laptops and creating user profiles, ensuring a seamless transition into their roles and responsibilities.
- Demonstrated a strong commitment to customer satisfaction by reconciling missing payments to customers' accounts within agreed-upon Service Level Agreements (SLAs), maintaining trust and confidence in the organization's services.
- Ensured timely disbursement of outgoing payments to Merchants' accounts within SLAs, enhancing operational efficiency and meeting financial obligations effectively.
Customer Experience Associate
Kopo Kopo Inc.
03.2020 - 08.2021
- Managed a high volume of daily calls and messages, ensuring timely resolution and processing of client requests within service level agreement timelines, demonstrating strong organizational skills and attention to detail.
- Expedited reversal files from Safaricom, utilizing knowledge of company processes and procedures to efficiently address client issues and maintain service excellence.
- Provided attentive and empathetic customer service, addressing client inquiries and concerns promptly and professionally, contributing to high levels of client satisfaction and retention.
- Verified and updated information databases accurately, ensuring data integrity and reliability for effective decision-making and client support.
- Promoted the company's values and brand through excellent customer service, consistently embodying professionalism and commitment to exceeding client expectations.
- Maintained a clear understanding of departmental procedures and protocols, staying abreast of product and service updates to effectively address client needs and inquiries.
- Demonstrated proficiency in processing client instructions accurately and efficiently, utilizing knowledge of company systems and tools to streamline workflows and optimize productivity.
- Escalated urgent or risk issues promptly, collaborating with relevant stakeholders to ensure timely resolution and minimize client impact, highlighting strong problem-solving abilities and initiative.
- Identified opportunities for process improvements, suggesting innovative solutions to enhance efficiency and effectiveness in client support and service delivery.
- Developed and maintained key skills in troubleshooting and delivering exceptional customer experiences, consistently striving for excellence in customer satisfaction and service quality.
DSR Admin (Intern)
Kopo Kopo Inc.
01.2020 - 03.2020
- Meticulously vetted and processed 800 to 900 quality applications received from the sales team nationwide as a DSR Admin intern at Kopo Kopo Inc., ensuring strict adherence to service level agreements and maintaining high standards of accuracy and efficiency.
- Gained valuable insights into sales targets, Kopo Kopo's product range, and market dynamics, including seasonal variations, through hands-on experience in application processing, demonstrating a keen understanding of business operations and market trends.
- Honed time management skills by dispatching 15 to 20 tills daily to the sales team, effectively improving till activity rates within the first week of setup, showcasing strong organizational abilities and initiative in optimizing workflow processes.
- Thrived under pressure, consistently meeting tight deadlines and reducing rejection rates from between 18-20% to between 12-15% by meticulously ensuring that applications met set standards before forwarding them to the operations team, thereby enhancing overall efficiency and customer satisfaction.
- Developed key skills in troubleshooting, customer experience, and sales acumen, leveraging hands-on experience and practical knowledge gained during the internship to enhance professional capabilities and contribute to organizational success.
Direct Sales Representative
Kopo Kopo Inc.
10.2018 - 01.2020
- Excelled as a Direct Sales Representative by analyzing customer needs through meticulous surveys, leveraging data-driven insights to craft compelling pitches, and successfully converting them into clients, averaging 10 new business leads monthly, demonstrating strong sales acumen and customer engagement skills.
- Earned monetary awards from the Head of Sales and Engagement for exemplary performance, showcasing dedication to exceeding sales targets and delivering outstanding results, highlighting commitment to excellence and achievement.
- Provided mentorship and training to two new Sales Team members in strategic pitching and deal closing techniques, resulting in their success as top performers within the team, demonstrating leadership and coaching abilities.
- Consistently booked appointments through cold calls, securing 10 to 15 new clients daily, demonstrating strong communication and persuasive skills in engaging potential clients and driving business growth.
- Ensured timely delivery of starter kits and conducted brief training sessions for new clients, enhancing customer retention and product utilization, resulting in increased activity portfolio rates, contributing to overall business success and client satisfaction.
- Effectively managed customer escalation issues within a 24-hour service level agreement, demonstrating strong problem-solving abilities and customer service skills, ensuring prompt resolution of requests and problems, and maintaining high levels of client satisfaction.
Education
Bachelor of Commerce - Finance
KCA University
Nairobi, Kenya 04.2001 -
Diploma - Diploma In Business Management
KCA University
Nairobi, Kenya 04.2001 -
Skills
Information Technologyundefined
Certification
Bitcoin and Cryptocurrency Bootcamp
Publications
THE EXCELLENCE OF DIVINE TRUTH
Timeline
Customer Experience Associate
Kopo Kopo Inc.
03.2020 - 08.2021
DSR Admin (Intern)
Kopo Kopo Inc.
01.2020 - 03.2020
Direct Sales Representative
Kopo Kopo Inc.
10.2018 - 01.2020
Bachelor of Commerce - Finance
KCA University
04.2001 -
Diploma - Diploma In Business Management
KCA University
04.2001 -
Tech Support Analyst
Kopo Kopo Inc.
8 2021 - 4 2024
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