Travelling
Monicah Muisyo
IT Support Specialist
Nairobi
Summary
Versatile and proactive professional with a blend of customer support and IT support skills, boasting over 3 years of experience across diverse industries. Adept at delivering exceptional service to clients while seamlessly integrating technical expertise to address their needs. Proficient in effectively communicating with clients, resolving inquiries, and ensuring customer satisfaction. Skilled in multitasking and time management, capable of managing high volumes of customer interactions while maintaining quality and efficiency. Possesses strong IT support skills, including troubleshooting hardware and software issues, setting up workstations, and providing technical assistance. Proven team player with strong collaboration skills, contributing to a positive work environment and achieving collective goals. Committed to continuous improvement, leveraging analytical thinking and technical proficiency to drive enhancements in service delivery. Ready to leverage expertise in both customer and IT support to deliver outstanding service and drive success in a dynamic role.
Overview
5
5
years of professional experience
8
8
years of post-secondary education
3
3
Certifications
Work History
IT Support Specialist
Majorel Kenya Limited
Nairobi, Kenya , Nairobi
9 2023 - Current
- Ensure problem-free operation of IT and communications systems
- Provide fast and effective correction of faults/failures
- Establish and maintain order in IT infrastructure, including server rooms and distribution rooms
- Create and maintain technical documentation for IT assets and resources
- Manage and maintain customer-specific tools and implement standard processes
- Set up and relocate workstations, including PCs and ACD systems, with cabling and patching
- Provide user support on Windows platform and assist with ACD and Phone topics
- Take on daily local IT support tasks, including analyzing and remedying errors
- Respond to call outs during non-standard hours, including evenings, nights, weekends, and public holidays
- Ensure compliance with data protection laws and regulations, protecting personal, client, and employer business-related information.
Telesales Representative
Mkopa
2023.08
- Conduct outbound calls to potential customers to introduce Mkopa's products and services
- Effectively communicate features and benefits of Mkopa's offerings to prospects, addressing any questions or concerns.
- Utilize persuasive sales techniques to generate interest and drive conversions
- Maintain accurate records of customer interactions, including details of conversations, follow-up actions, and outcomes
- Meet or exceed sales targets and key performance indicators (KPIs) set by company
- Collaborate with sales team to share insights, strategies, and best practices for maximizing sales success
- Continuously update knowledge of products, pricing, and promotions to provide accurate and up-to-date information to customers
- Provide exceptional customer service by resolving inquiries, complaints, and issues in timely and professional manner.
- Identify opportunities for upselling or cross-selling additional products or services to existing customers
- Adhere to all company policies, procedures, and compliance regulations during sales interactions.
- Managed over 50 customer calls per day.
Customer Experience Support
Majorel Kenya Ltd
2020.10 - 2023.08
- Maintaining regular communication with clients, teams, and management via Slack and Email to ensure efficient coordination and updates
- Responding promptly and effectively to customer queries through multiple channels, including Zendesk, Freshdesk, and Beehive
- Proactively resolving customer complaints and following up to prevent recurrence of issues, demonstrating commitment to customer satisfaction
- Accurately recording customer transactions, including chats, comments, and complaints, to maintain thorough documentation and facilitate analysis
- Conducting data entry and research to diagnose customer issues accurately and expedite resolution, showcasing problem-solving skills and attention to detail
- Providing constructive feedback on customer service processes to drive continuous improvement, contributing to enhancement of service quality
- Ensuring high levels of customer satisfaction by delivering professional and empathetic support tailored to individual needs, reflecting customer-centric approach
- Updating work status on organization tools to enable supervisors to track progress and make informed decisions, demonstrating accountability and transparency.
- Managed to respond to over 100 calls, emails and chats on daily basis.
- Assisted other group members to improve their CSAT to attain set target of 90%.
Data Center Network Analyst
Datatraxx Group LTD
2020.10 - 2021.09
- Analyzing and monitoring network performance
- Providing network support and resolving connectivity issues
- Configuring hardware and software to optimize network communication
- Setting up LAN and WAN networks, as well as Voice Over IP and VTC devices
- Managing IP addresses and resolving conflicts
- Monitoring and maintaining network servers and performing upgrades
- Performing system administration tasks and ensuring network security
- Documenting processes and monitoring network performance metrics
- Consulting with internal departments and training IT support staff
- Keeping up with advancements in network technologies and solutions.
Internal IT Support
Juniper Limited
Nairobi, Kenya , 30
2019.06 - 2019.08
- Install and configure software and hardware
- Manage network servers and technology tools
- Set up accounts and workstations
- Monitor performance and maintain systems according to requirements
- Troubleshoot issues and outages
- Ensure security through access controls, backups, and firewalls.
Education
Degree in Business Information and Management -
Kisii University
Kisii, Kenya 2016.01 - 2020.05
Matungulu Girls High School
Machakos 2012.01 - 2015.05
Skills
Excellent Communication Skills
References
- Doreen Kathoni, Human Resource Manager, Majorel Kenya Ltd, 0701 339 244
- Daniel Mugo, Senior Technical Supervisor, Datatraxx Group LTD, 0721 639 006
- Aloise Muiruri, IT lead, Majorel Kenya Limited, 0769 792 509
Certification
Computer packages, KIPS College -May 2016-July 2016
Interests
Listening to podcasts
Volunteer work
Timeline
CCNA Finalist, Kenyatta University -September 2023 -January 2024
2023-09
Telesales Representative
Mkopa
2023.08
Customer Experience Support
Majorel Kenya Ltd
2020.10 - 2023.08
Data Center Network Analyst
Datatraxx Group LTD
2020.10 - 2021.09
Internal IT Support
Juniper Limited
2019.06 - 2019.08
CPA Part 1, Kisii University -January 2019-December 2020
2019-01
Computer packages, KIPS College -May 2016-July 2016
2016-05
Degree in Business Information and Management -
Kisii University
2016.01 - 2020.05
Matungulu Girls High School
2012.01 - 2015.05
IT Support Specialist
Majorel Kenya Limited
9 2023 - Current
Similar Profiles
IRENE KIMWELIIRENE KIMWELI
CALL CENTER CUSTOMER SERVICE REPRESENTATIVE at MAJOREL KENYA LIMITED (TELEPERFORMANCE)CALL CENTER CUSTOMER SERVICE REPRESENTATIVE at MAJOREL KENYA LIMITED (TELEPERFORMANCE)
Haymanot AmareHaymanot Amare
Content Moderator at Majorel Kenya LimitedContent Moderator at Majorel Kenya Limited
Gloria KinyuaGloria Kinyua
Trainer at Majorel/Teleperformance - KenyaTrainer at Majorel/Teleperformance - Kenya