Gerald Oguna
Full Stack Developer
Nairobi
Summary
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Diligent [Desired Position] with strong background in customer service and problem resolution. Successfully handled high call volumes and consistently met performance targets. Demonstrated effective communication and active listening skills to address customer concerns.
Overview
3
3
years of professional experience
Work History
Contact Center Representative
CCI KENYA
09.2024 - Current
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
- Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
- Assisted in training new hires, sharing best practices and contributing to their professional development.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.
- Managed the voice and web messaging(chat) line of business
Hiring and Recruiting Cordinator
WorkingSmartBiz
09.2023 - 07.2024
- Reached out to qualified referral candidates to obtain applications.
- Scheduled and conducted 15 interviews each week.
- Facilitated diverse hiring practices, contributing to more inclusive workplace culture.
- Conducted thorough reference checks on prospective employees to verify qualifications and mitigate potential risks.
- Reduced overall cost-per-hire by negotiating more favorable contracts with external recruiting agencies.
- Streamlined the recruitment process by implementing an Applicant Tracking System, improving efficiency and reducing time to hire.
- Developed and maintained candidate database, making talent acquisition more efficient.
- Maintained accurate records of all recruitment activities, ensuring compliance with company policies and legal requirements.
- Reduced time-to-hire by establishing strong relationships with potential candidates through proactive communication.
- Boosted team efficiency, implemented digital tracking system for applicant progress.
- Collaborated with HR team to update job descriptions, reflecting current needs and industry standards.
- Monitored recruitment metrics to identify trends and areas for improvement, adjusting strategies accordingly.
- Coordinated logistics for remote interviews, adapting to changing work environments.
- Coordinated incoming job requisitions and applications.
- Operated and maintained applicant tracking and candidate management systems.
IT Technician Intern
Judicial Service of Kenya Mlimani Law Courts
01.2023 - 04.2023
- Enhanced system performance by troubleshooting hardware and software issues.
- Evaluated emerging technologies for potential implementation within the organization''s IT ecosystem.
- Streamlined processes by automating routine tasks, increasing operational efficiency across the organization.
- Contributed to company-wide cybersecurity initiatives by monitoring network activity and reporting suspicious behavior.
- Supported the rollout of new applications by collaborating with developers to test functionality prior to deployment.
- Delivered training sessions to staff members on various technology topics, enhancing their proficiency in using tools effectively.
- Managed software installations and upgrades, maintaining optimal system functionality at all times.
- Improved help desk response times by efficiently prioritizing support requests based on urgency and impact on business operations.
- Assisted in the development of IT projects, contributing to successful project completion within deadlines.
- Developed comprehensive documentation for IT systems and procedures, facilitating knowledge transfer and process standardization.
- Assisted in maintaining compliance with industry regulations through regular audits and updates of security policies and procedures.
- Collaborated with cross-functional teams to improve overall IT operations and user experience.
Education
Bachelor of Science - Information And Communication Technology
04.2001 -
- Completed Coursework: Software engineering Full stack, 2023
- Professional Development Studies: Oracale cloud computing Certification , 2025
- Elimisha Jamii, A working website fully focused on enhancing education for marginalized communities - Research Project
- Completed University-level Coursework: Full Information Technology Course Work all round in Networking Project Management and specialized in Software engineering
Skills
CRM software
Data entry
Technical troubleshooting
Customer service excellence
Agile development methodologies
HTML5 and CSS3 proficiency
Expertise in Python
Skilled in JavaScript
Mobile application development
Mastery of SQL
Software testing techniques
Proficiency in Java
Swift programming expertise
Object-oriented programming
Timeline
Contact Center Representative - CCI KENYA
09.2024 - Current
Hiring and Recruiting Cordinator - WorkingSmartBiz
09.2023 - 07.2024
IT Technician Intern - Judicial Service of Kenya Mlimani Law Courts
01.2023 - 04.2023
Pioneer International University - Bachelor of Science, Information And Communication Technology
04.2001 -