Accomplished Technical Support Executive with a proven track record in leading troubleshooting and issue resolution. With over five years of experience, proficiently guided IT problem fixes, outlined assessment standards, and promoted training initiatives. Expertise lies in skillfully directing critical maintenance services to streamline technology operations. Provides detailed assistance to escalate and address deployment miscalculations, ensuring smooth and efficient processes.
Hi, I’m
MICHELLE AUMA ODIDA
Customer Support Executive
Summary
Overview
6
years of professional experience
Work History
Craftybase
Technical Support Executive
11.2023 - 10.2024
Job overview
- Provide prompt and empathetic support to customers via email
- Troubleshoot technical issues and guide users through system functionalities
- Address and resolve user concerns related to account access, billing, feature usage, and subscription plans
- Educate customers on Craftybase's features, best practices, and benefits
- Assist new users with account setup, initial data imports, and feature walkthroughs
- Provide personalized recommendations based on specific business needs, like inventory management or production tracking
- Update and expand Craftybase's Knowledge base articles based on common user inquiries
- Write clear, step-by-step guides to enhance user experience and ease of software use
- Identify gaps in existing documentation and collaborate with product teams to address them
xFusion
Product Support
08.2022 - 10.2023
Job overview
- Working to help reduce churn and increase overall customer happiness
- Ensuring that Customer Success best practices are being followed throughout the whole company and having a big hand in shaping these
- Managing our small US-based email support team, ensuring they are delivering high-quality, timely, and friendly support to our customers
- Take complete ownership of our existing knowledge base, eBook resources, and tutorials and make them awesomely useful
- Recommending improvements
- Working closely with our product team to ensure our customer's needs and ideas are fed into the process as we develop new features
- Ensuring our customers are kept up to date with the latest product features and versions and how these changes can benefit them
- Undertake customer interviews to obtain feedback, testimonials, and case studies
Call Center International
Call Center Representative
04.2021 - 07.2022
Job overview
- Achieve and meet the set minimum requirements about several chats and outbound calls, call quality, and percentage of conversations resolved on the first attempt, among other objectives set for the Call Center
- Managing relationships with the customer and the service providers
- Update the CRM system per Call Center standard operating procedures
- Manage large amounts of chats and outbound calls promptly
- Follows communication response templates and call scripts when handling different inquiries
- Receiving inbound calls and ensuring customers' issues are resolved
- Upselling and cross-selling the company's new product
- Ensuring customer experience is achieved by maintaining a good CSAT score
Jumia Kenya
Customer Experience Specialist
01.2019 - 03.2021
Job overview
- Sales
- Taking leads and contacting the clients and taking them through the product and closing the sale, and maintaining a list of prospective clients for future sales
- Replying to up to 65 emails written by customers by giving detailed, personalized, friendly, and polite service to achieve customer retention
- Placing orders for customers, managing shipments, and building a network with the service provider and vendors
- Ensuring customer experience is achieved
- Memorized the entire line of company products and services, including prices and special discounts
- Making outbound calls and ensuring calls are converted to sales
- Receiving inbound calls and ensuring customers' issues are resolved
- Order verification to ensure that the correct product is processed and delivered
Education
Machakos University
Bachelor of Science from Environmental Science And Community Development
04.2001
University Overview
Skills
Resourcefulness in troubleshooting
References
References
- James Mugo, Team leader, Jumia Kenya, 0725 494108
- William Mutua, Chief Trainer, CCI KENYA, 0729178639
- Jeff Odinga, Team leader, xFusion, 0713496547
- Idah Wambua, Team leader, Craftybase, 0716501547
Timeline
Technical Support Executive
Craftybase
11.2023 - 10.2024
Product Support
xFusion
08.2022 - 10.2023
Call Center Representative
Call Center International
04.2021 - 07.2022
Customer Experience Specialist
Jumia Kenya
01.2019 - 03.2021
Machakos University
Bachelor of Science from Environmental Science And Community Development
04.2001
Similar Profiles
Mansi SoleyMansi Soley
Technical Support Executive at Docusoft Solution India Pvt LtdTechnical Support Executive at Docusoft Solution India Pvt Ltd
Nikita Suresh AlapureNikita Suresh Alapure
Technical Support Executive at Irriion TechnologiesTechnical Support Executive at Irriion Technologies
Jaspreet KaurJaspreet Kaur
Technical Support Executive at InDriveTechnical Support Executive at InDrive