Dennis Opiyo Ochieng
Front-End Developer
Nairobi
Summary
Dynamic Front-End Developer with a strong foundation in HTML, CSS, and JavaScript, complemented by hands-on experience in creating responsive, user-centric web interfaces. Graduate of the ALX Front-End Development program with expertise that extends beyond coding to include a solid background in Tier 1 and 2 technical support and eCommerce operations. This unique blend of skills fosters a deep understanding of user behavior, UI debugging, and effective cross-functional collaboration. Committed to delivering high-quality, conversion-focused digital experiences that enhance user engagement and satisfaction.
Overview
5
5
years of professional experience
3
3
Certifications
Work History
Customer Support Specialist (Tier 1 & Tier 2)
ModSquad
07.2024 - Current
- Serve as the primary contact for onboarding new clients and team members, ensuring seamless transitions from setup to activation.
- Manage support tickets via Zendesk, maintaining high customer satisfaction through prompt and accurate issue resolution.
- Deliver multi-channel customer support, addressing inquiries, technical issues, and account concerns with accuracy and empathy.
- Collaborate with internal teams to document recurring issues, update the knowledge base, and recommend user experience improvements.
- Led initiatives to improve customer support processes, resulting in a 20% reduction in response time and a 10% increase in customer satisfaction.
Customer Success & Operations Specialist
Aventus LLC
03.2023 - 06.2024
- Worked cross-functionally with product and marketing teams to improve platform usability and onboarding flows.
- Translated customer feedback into actionable UI, workflow, and process improvements.
- Led onboarding and managed escalations, ensuring smooth activation and long-term customer retention.
- Supported operational and process automation initiatives that improved efficiency and customer satisfaction.
- Led a team of onboarding specialists, improving team performance and achieving a 95% customer satisfaction rate.
- Provided ongoing training and coaching to team members, fostering a culture of continuous improvement and development.
- Facilitated customer onboarding and account setup to ensure compliance and a smooth activation process.
- Managed escalations by providing accurate information on product usage, payments, and platform navigation.
- Collaborated with product and sales teams to convert customer feedback into actionable product enhancements, consistently achieving top-tier performance metrics.
Customer Service Lead & Project Coordinator
Big Time Management Inc.
02.2021 - 01.2023
- Supervised a remote team of dispatchers, providing training, conducting performance reviews, and implementing workflow improvements.
- Coordinated vendor onboarding and improved integration workflows across systems.
- Implemented process improvements impacting customer-facing systems and service delivery.
- Managed cross-team communication to resolve issues efficiently and maintain operational alignment.
Education
Front-End Web Development Program -
ALX Africa
Nairobi01-2026
Bachelor of Science - Agribusiness Management
University of Nairobi
Nairobi12-2021
Skills
- Front-End: HTML5, CSS3, JavaScript (ES6), Responsive Design
- Shopify: Theme customization, promotional UI sections, storefront optimization
- UI/UX & Design: Figma, Relume, AI-assisted design tools
Certification
Google Ads Search Certification
Timeline
Google Ads Search Certification
02-2025
Asana Workflow Specialist
02-2025
Customer Support Specialist (Tier 1 & Tier 2)
ModSquad
07.2024 - Current
Fundamentals of Digital Marketing
09-2023
Customer Success & Operations Specialist
Aventus LLC
03.2023 - 06.2024
Customer Service Lead & Project Coordinator
Big Time Management Inc.
02.2021 - 01.2023
Front-End Web Development Program -
ALX Africa
Bachelor of Science - Agribusiness Management
University of Nairobi