GERRY NJELI

Achievements:

• Received recognition for successfully retaining 9 clients, entire year of 2020, through robust support and retention strategy.
• Collaborated with Client Success Managers to smoothly onboard new clients and set up required systems/applications.
• Provided timely weekly reports to my Delivery Manager on my overall team performance, individual agent's progress and areas of growth/expansion among my clients..
• Grew company revenue by 5% in 2nd quarter of 2021 -through weekly check-in calls with my Nor1 and Styr Labs clients, recommended other service plans such as live chats which they agreed and subscribed to.
• Monitored my clients' success metrics and developed actionable insights to improve efficiency and performance with my team.
• Worked with clients to improve on service offered, addressing any quality gaps and maximizing value for their subscriptions.
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team. This led to consistent performance score of 99% from my team and zero client churns.
• Documented customer support guides knowledge base articles and trained team of 20 agents to promote productivity, accuracy and commitment to friendly service.

Achievements:

• Promoted to Team leader position after maintaining individual customer satisfaction score of 9 out of 10, 2nd and 3rd quarter of 2019 across three clients (Nor1, Styr labs and Readly)
• Utilized online chat and email platforms to deliver outstanding customer service, both on and off hours clients. Am experienced supporting users on helpdesk as well as social media platforms - facebook, Instagram.
• Voted as employee of month in April 2019 for successfully resolving 5000 tickets with average ticket response time of 5 minutes.
• Used critical thinking to break down customer issues, including order processing, evaluate solutions and make decisions.
• Participated actively in product training and continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisors for guidance.

• Worked closely with channels team to develop card payments platforms, Mobile banking platform and Online banking services thereby improving customer experience.
• Resolved diverse range of technical issues through Helpdesk and ticketing system across multiple systems and applications for customers and end-users across various countries - Kenya, Rwanda, Tanzania, Uganda and South Sudan.
• Configured and set up Microsoft products (Windows 7/10, and MS Office application suite) for end users.
• Assisted end users to troubleshoot and fix email issues, including Office 365, Teams and bank cloud solutions.
• Followed up with customers to verify optimal customer satisfaction following support engagement and problem resolution.
• Uploaded new antivirus software, rolled out updates and install patches to windows servers and VMs upon release to thwart malware and Denial of Service threats from penetrating networks.

• Assisted in installation of LAN/WAN and related
  network equipment in 45 bank branches.
• Performed system analysis and troubleshooting to
  resolve databases and server errors, ensuring 100%
  system uptime.
• Resolved diverse range of technical issues across
  multiple systems and applications for customers and
  end-users across various time zones.
• Responded to support requests from end users and
  patiently walked individuals through basic
  troubleshooting tasks.
• Remotely analyzed and diagnosed complex network faults for bank end-users, recommending and implementing corrective measures.
• Supported branch users in setup and configuration of switches, routers and wireless network software.