GERRY NJELI
Nairobi
Summary
Customer-centric and technically proficient Customer Success Specialist with over seven years of experience supporting digital-first products in SaaS, fintech, and e-commerce. Known for delivering high-impact onboarding, proactive support, and long-term retention strategies that drive measurable results. Skilled in translating complex systems into simple, actionable guidance, while troubleshooting APIs, user environments, and backend configurations with precision. Adept at using tools like Zendesk, Intercom, Jira, HubSpot, and Freshdesk to scale support operations, and close the feedback loop between users and product teams. Passionate about building trust, empowering customers, and creating seamless user journeys that reduce churn, and increase satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
SurferSeo
Wroclaw
01.2022 - Current
- Delivered proactive technical support and resolved complex issues to improve customer satisfaction.
- Provided strategic SEO recommendations through direct analysis of website structures and domain codes.
- Led live product demonstrations, enhancing client understanding and engagement.
- Assisted with subscription setup, onboarding workflows, and implementation for new users.
- Interpreted HTML code to identify website optimization opportunities for higher search rankings.
Customer Success Team Lead
Influx Inc.
Melbourne
01.2019 - 01.2022
- Onboarded over seven clients from diverse industries, achieving a 95% satisfaction rate through tailored implementation plans and prompt support.
- Boosted customer retention by 18% year-over-year by introducing personalized check-ins, and effectively upselling premium support plans.
- Led a team of more than 15 support agents, reducing resolution time by 25% through the creation of SOPs and improved escalation processes.
- Developed a comprehensive knowledge base, which reduced ticket volume by 30% by enhancing self-service options for customers and internal teams.
- Improved CSAT from 82% to 91% by using customer feedback to refine support workflows and training modules.
- Designed a customer health scoring model to proactively identify at-risk accounts, successfully reducing churn by 20%.
Technical Support Specialist
Influx Inc.
Melbourne
01.2017 - 01.2019
- Resolved over 95% of Tier 1 and Tier 2 support tickets across email, phone, and live chat channels within SLA targets, contributing to a consistent CSAT score of over 90%.
- Troubleshot and resolved over 5,000 technical issues related to order processing, significantly reducing order failures and increasing customer satisfaction.
- Played a key role in training new hires, accelerating onboarding time by 30%, and improving team performance and knowledge sharing.
- Identified recurring technical issues and created documentation that improved first-contact resolution (FCR) rates by 20%.
- Proactively escalated high-impact issues, helping to maintain 99.9% service uptime, and minimizing disruption for enterprise clients.
Education
Bachelor's Degree - Bachelor of Science in Telecommunication
Moi University
Eldoret, Kenya11-2015
High School Diploma -
Chavakali National School
Kisumu, Kenya11-2008
Skills
- Customer onboarding and retention
- Technical Troubleshooting and Support
- SEO Strategy and HTML/CSS Debugging
- CRM Platforms: Zendesk, Intercom, HubSpot, Jira, Freshdesk, and HelpScout
- Team Leadership and Process Improvement
- API and System Log Analysis
- Strong communication and interpersonal skills
- Time Management and Task Prioritization
- Knowledge Base Management
Certification
- Customer Success Manager (CSM) Elite - Udemy Course
- Customer Success: How to Reduce Churn and Increase Customer Retention - Udemy course
- Cisco Certified Network Associate (CCNA)
- CompTIA Linux+ Powered by LPI
- Technical Support Specialist
- Customer Success Team Lead
Languages
Swahili
First Language
English
Proficient (C2)
C2
Timeline
Technical Support Specialist
SurferSeo
01.2022 - Current
Customer Success Team Lead
Influx Inc.
01.2019 - 01.2022
Technical Support Specialist
Influx Inc.
01.2017 - 01.2019
Bachelor's Degree - Bachelor of Science in Telecommunication
Moi University
High School Diploma -
Chavakali National School
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