ELVIS KARIUKI MAINA
Karatina, Kiambu District,13
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in the ICT 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
12
12
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE REPRESENTATIVE / TECHNICIAN
COLOR POINT SOLUTIONS
11.2020 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving technical issues.
- Streamlined support processes for improved efficiency and faster resolution times.
- Provided exceptional customer service, consistently exceeding performance metrics.
- Maintained detailed records of customer interactions to ensure accurate follow-up and case resolution.
- Collaborated with team members to identify areas for process improvement and implement changes.
- Educated customers on product features, guiding them through setup and troubleshooting procedures.
- Managed a high volume of inbound calls, effectively prioritizing tasks for timely resolution of customer concerns.
- Contributed to team success by consistently meeting and exceeding individual performance goals.
- Developed strong relationships with customers, fostering loyalty and repeat business.
- Assisted in training new hires, sharing expertise and best practices for delivering outstanding customer service.
- Reduced call wait times by implementing efficient call routing strategies and optimizing staff scheduling.
- Served as a subject matter expert in assigned product line, providing knowledgeable support to both customers and colleagues.
- Promoted company products and services during support interactions, resulting in increased sales revenue.
- Displayed excellent problem-solving skills to address complex technical issues efficiently and effectively.
- Provided empathetic support to dissatisfied customers, successfully de-escalating situations while maintaining professionalism.
- Conducted regular quality assurance checks on completed cases, ensuring thoroughness and adherence to company standards.
- Participated in ongoing professional development opportunities to stay current with industry trends and enhance job performance.
- Communicated effectively with internal departments to resolve cross-functional issues impacting customer satisfaction.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed and updated databases to handle customer data.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Maintained up-to-date knowledge of product and service changes.
System Administrator
AIRPORTS SACCO LIMITED
04.2012 - 10.2020
- Enhanced system performance by optimizing server configurations and implementing regular updates.
- Improved security measures by conducting vulnerability assessments and applying necessary patches.
- Collaborated with IT team to develop and implement comprehensive disaster recovery plans, ensuring minimal data loss during critical incidents.
- Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
- Evaluated emerging technologies for relevance within the organization''s infrastructure, making recommendations based on potential benefits or risks involved with adoption/integration processes.
- Maintained a high level of customer satisfaction by providing rapid, accurate response to inquiries and concerns regarding system performance or functionality.
- Provisioned new software and hardware for use, following established security policies.
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Worked with users to determine areas of technology in need of improved usability.
- Collaborated with key stakeholders across multiple departments to assess operational needs and develop tailored solutions that met organizational objectives.
- Managed onboarding and offboarding of employees.
- Established network specifications and analyzed workflow, access, information and security requirements.
- Completed reports detailing network and systems performance and downtime issues.
- Oversaw file system and storage upgrades while safeguarding data integrity and redundancy.
- Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.
- Implemented corrective plans of action for network availability and latency.
- Adopted cost-effective, useful solutions to implement into current systems.
- Served as subject matter expert on proposed technology purchases.
- Drove continuous improvement of IT governance processes.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Diagnosed and resolved hardware and software issues.
- Planned and implemented upgrades to system hardware and software.
- Installed and configured network printers and other peripheral devices.
- Diagnosed and executed resolution for network and server issues.
- Developed and documented network policies, procedures and standards.
- Implemented and maintained virtual private networks.
- Designed and evaluated WAN and LAN connectivity technologies.
Education
Bachelor of Science - Business Information Technology
Jomo Kenyatta University of Technology And Agri
Kiambu08.2010
Skills
- Complaint Handling
- Call center experience
- Customer Focus
- Installations and repairs
- Documentation And Reporting
- Customer Needs Assessment
- Customer Empathy
- Inventory Management
- Equipment Installation
- Service Calls
- Excellent Communication
- Customer service excellence
- Hardware troubleshooting
Languages
English
Professional Working
Kiswahili
Native or Bilingual
Certification
- Certificate in Introduction to HACCP - March 2024
- Certificate in Hygiene and food Safety- March 2024
- Systems Administrator Course - April 2013
- Attended Procurement Training organized by Kenya Institute of Management Supplies on 13th -15th December, 2017 and covered the following topics.
▪ Procurement Cycle.
▪ Internal organization of the buying entity.
▪ Procurement planning.
▪ Choice of procurement methods for Goods, works and services.
▪ Specification, Terms of reference and bill of quantities.
▪ Bid Evaluation and Award.
▪ Management of procurement Contract.
▪ Inventory Control, Asset Management and Disposal.
- Worked as an Intern at National Bank of Kenya from June 2007 to October 2007 and went through the various departments which include:
▪ Customer care,
▪ Processing & Administration
▪ Credit departments.
Referees
1) Michael Wamae Kabugi
CEO Color Point Solutions
Mobile: +254 (0) 727254111 Nairobi.
colorpointsolutions@gmail.com
2) Phineas Roy Kiogora
Lecturer
Jomo Kenyatta University of Agriculture and Technology (J.K.U.A.T.). Mobile: +254 (0) 722 887 774
P.O Box 00200-62000 Nairobi.
3) Peter Waiguru Muthungu
OTC Orders Coordinator
East Africa Breweries Limited
Mobile: +254 (0)728 764 429
Nairobi.
4) Elizabeth Mugo.
Finance manager
Airports Sacco Limited.
Mobile: 0720277963
Email:gbetsyoni@gmail.com
Timeline
CUSTOMER SERVICE REPRESENTATIVE / TECHNICIAN
COLOR POINT SOLUTIONS
11.2020 - Current
System Administrator
AIRPORTS SACCO LIMITED
04.2012 - 10.2020
Bachelor of Science - Business Information Technology
Jomo Kenyatta University of Technology And Agri
- Certificate in Introduction to HACCP - March 2024
- Certificate in Hygiene and food Safety- March 2024
- Systems Administrator Course - April 2013
- Attended Procurement Training organized by Kenya Institute of Management Supplies on 13th -15th December, 2017 and covered the following topics.
▪ Procurement Cycle.
▪ Internal organization of the buying entity.
▪ Procurement planning.
▪ Choice of procurement methods for Goods, works and services.
▪ Specification, Terms of reference and bill of quantities.
▪ Bid Evaluation and Award.
▪ Management of procurement Contract.
▪ Inventory Control, Asset Management and Disposal.
- Worked as an Intern at National Bank of Kenya from June 2007 to October 2007 and went through the various departments which include:
▪ Customer care,
▪ Processing & Administration
▪ Credit departments.
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