Peter Andenga
Customer Support Representative
Nairobi
Summary
Dedicated Customer Service|Virtual Assistant professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
5
5
years of professional experience
8
8
years of post-secondary education
3
3
Certificates
Work History
Customer Support Specialist
Patron Cash Limited
Nairobi
01.2023 - 09.2023
- Resolved customers' concerns with products or services to help with retention and drive sales.
- Assisted coworkers and staff members with special tasks on daily basis.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Promptly answered customer telephone calls, responded to live chats on social media platforms such as Facebook, Google play store reviews and twitter to avoid on-hold wait times.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests for products, services, and company information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed complex reports in Excel, PowerPoints presentations and slides shows for reporting and virtual meetings.
- Coordinated Skype calls, slack calls, google meets across multiple departments and clients.
- Served customer account and technical needs across 80+ daily calls, consistently meeting productivity and quality targets
Customer Support Agent
Remotasks
Nairobi
12.2021 - 09.2022
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Trained and onboarded more than 2000 worker on Remotasks platform
- Hit weekly target of solving 600 support tickets with more than 98% satisfaction rating
- Monitored and reported any challenges incurred by customers/clients working on platform
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled customer inquiries and suggestions courteously and professionally.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Prepared variety of different written communications, reports, and documents
- Actively solved and handled clients concerns quickly through calls, live chats on social media platforms, and escalated major issues to supervisor.
- Prepared PowerPoint presentations and ran slide shows remotely for virtual meetings.
IT Helpdesk Support Engineer
Fibre-Tech Security Systems
Nairobi
09.2019 - 09.2020
- Provided computer hardware and software support to company clients such as government agencies and institutions in 24/7 uptime environment, often working double shifts to accommodate time zones.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Set up and administered IP-CCTV and computer systems and configurations.
- Communicated with clients to verify roots and causes of computer problems.
- Carried out diagnosis, troubleshooting, and repair of printers, computers, and laptops
- Resolved customer inquiries, complaints, and issues providing insightful solutions
- Routed inquiries or escalated calls outside area of expertise to appropriate department or employee
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Collaborated with outside departments to implement system-wide improvements.
- Installed and maintained hardware and computer peripherals to store tangible components.
Video Editor
Opera News
Nairobi
01.2019 - 08.2019
- Designed marketing strategies for video content in Kenyan market.
- Increased video content viewership by attracting more followers.
- Helped company create more interesting and appealing video content.
- Managed Content Management System (CMS).
- Provided suggestions on online viewers' needs and preferences.
- Helped to expand local market.
- Managed projects and deadlines, working both collaboratively and independently to achieve targets.
- Developed ideas and concepts for video presentations through pre-production planning and high-quality editing.
- Trimmed completed edits of different segments to bring length in line with desired time limits.
Education
Bachelor of Science - Information Technology
Masinde Muliro University of Science And Technolog
Kakamega, Kenya. 08.2014 - 12.2018
Kenya Certificate of Secondary Education - Secondary Education
Shiraha Mixed Secondary School
Kakamega, Kenya. 01.2010 - 12.2013
Skills
Customer response
Quality assurance
CRM
Report preparation
Complaint resolution
Administrative support
Recordkeeping strengths
Multi-line phone talent
Creative problem solving
Technical Support
Scheduling and calendar management
Customer relations and communications
Business correspondence
Meeting minutes
Paperwork drafting
Presentation design
Accomplishments
- Carried out Help Desk Support and Machine Preventive Maintenance for the State Department of Social Protection, Nairobi-Kenya
- Designed, implemented, and Installed IP-CCTV system for Nairobi Inland Cargo Terminus (NICT) and ICD at Mlolongo near SGR terminus.
- Designed and Implemented Network Infrastructures (LAN and WAN) for many institutions including Kenya Utalii College and Maanza Kenya Medical College in Machakos County
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Certification
Designing Network Video Solutions, Axis Communications' Academy
Additional Information
Other than providing customer support to clients, I'm skilled in;
- AI Data Annotation,
- IP-CCTV Installation and configuration and
- Digital sales ad Marketing.
Timeline
Customer Support Specialist
Patron Cash Limited
01.2023 - 09.2023
Customer Support Agent
Remotasks
12.2021 - 09.2022
Cisco Certified Network Associate 1
01-2021
IT Helpdesk Support Engineer
Fibre-Tech Security Systems
09.2019 - 09.2020
Video Editor
Opera News
01.2019 - 08.2019
Designing Network Video Solutions, Axis Communications' Academy
07-2018
Axis Camera Station Training, Axis Communications' Academy
07-2018
Bachelor of Science - Information Technology
Masinde Muliro University of Science And Technolog
08.2014 - 12.2018
Kenya Certificate of Secondary Education - Secondary Education
Shiraha Mixed Secondary School
01.2010 - 12.2013
Referees
Name; Cheryl Myles
Company Name: Patron Cash Limited
Position/Role: Head of Customer Support
Email Address: chedalo@gmail.com
Phone Number: 254706554301
Name: Stanislaus Nduva
Company Name: Fibre-tech Security Systems
Position/Role: Hardware Technician
Email Address: ngalastan@gmail.com
Phone Number: 0725156388