Rachel Kamangu

• Gathered, organized and distributed technical documentation.
• Prepared technical presentations and other materials for advisory meetings.
• Provided technical guidance and support to team members.
• Streamlined technical processes for improved productivity through meticulous documentation and organization of procedures.
• Lead training sessions for team members on various topics related to technology use within the workplace environment, fostering an atmosphere of continued learning amongst staff.
• Reviewed product-specific resources to determine optimal implementation.
• Updated supervisor on status of projects.
• Facilitated effective communication between technical and non-technical staff members by translating complex concepts into easily understandable terms.

• Demonstrated expertise in HTML5, CSS3, object-orientated JavaScript, and large JavaScript applications
• Designed and implemented website interface for mobile, desktop, and tablets
• Specialized in front-end framework construction using ReactJs and Ruby and Rails
• Handled special projects designated by senior developer
• Participated in pre-project analysis and technical assessments to validate creation of user-friendly interface
• Contributed to back-end experience and collaborated on APIs
• Designed layout and graphics to enhance aesthetics and appearance of website.

Conducted regular training sessions for new team members,
prooting best practices in customer support operations.
Developed customer service policies and procedures to meet and
exceed industry service standards.
Participated in regular meetings with management to discuss
ongoing departmental challenges and propose actionable solutions.
Delivered exceptional customer service experiences by maintaining
a positive attitude, active listening skills, and empathetic responses
to customer concerns.
Provided primary customer support to internal and external
customers.
Monitored performance metrics regularly, identifying trends that
indicated opportunities for process improvements or additional
training needs within the team.
Handled escalated support cases with diplomacy and tact,
successfully defusing tense situations between the company and its
customers.

• Evaluated data on stock levels, customer sales and other factors, assessed trends and reported on findings to help senior management make effective operational decisions
• Promoted business' development by building and maintaining relationships with new clients
• Conducted employee training sessions on proper baking techniques, equipment usage, sanitation practices, and safety protocols
• Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages
• Examined incoming inventory, merchandised shelves and prevented shrinkage
• Managed budgeting process and financial reporting, ensuring accurate tracking of expenses and revenues for the bakery department
• Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized
• Managed all baking operations professionally and handled all problems confidently
• Trained team members in successful strategies to meet operational and sales targets
• Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.

• Coordinated deployments of new software, feature updates, and fixes
• Discussed issues with team members to provide resolution and apply best practices
• Integrated constructive programs into a cohesive product
• Documented technical workflows and knowledge to educate newly hired employees
• Collaborated with cross-functional teams to develop high-quality software applications, meeting project deadlines
• Revised, modularized, and updated old code bases to modern development standards, reducing operating costs, and improving functionality
• Collaborated with project managers to select ambitious, but realistic coding milestones on pre-release software project development
• Collaborated on stages of systems development lifecycle from requirement gathering to production releases
• Built databases and table structures for web applications
• Participated in code reviews, ensuring adherence to established guidelines and promoting knowledge sharing among team members
• Learned and adapted quickly to new technology and software applications.

• Assessed the quality of transactions against set best standards
• Provide feedback to Team Leaders on identified areas that individual members of the team needed to improve on for coaching
• Evaluated the impact of Team leader coaching on defect reduction/ improvement and provided feedback
• Occasionally evaluated set standards and determined the need for changes to ensure consistent improvement in standards of work
• Provided recommendations on measures that should be taken to improve quality/defect reduction across the different business work streams
• Analyzed client feedback to determine validity and needed interventions
• Communicated quality assessment plans to the relevant stakeholders weekly
• Compiled and sent daily, weekly, and monthly quality reports and sent to the Training and Quality Manager and the relevant stakeholders
• Liaised with Team leaders to ensure that feedback and the identified quality gaps are addressed with the individual/team members
• Collaborated with Operations to ensure that best standards are revised and updated where need be
• Provided feedback and recommendations on recurring and widespread gaps that should be addressed through training/refresher training
• Kept an up-to-date record of individual agents' quality performance for use in performance reviews
• Participated in team briefings to provide the QA objective and also sat in calibration sessions.

• Collected, organized, and input information into databases for storage
• Practiced a high level of accuracy in data labeling and categorization
• Creating a better user experience by enhancing the emotions and other understanding of the machines
• Adding intelligence to computer vision algorithms about the objects, environments, and other forms of data-sets
• Improving the precision of supervised machine learning models and applications for understanding the input data sets more accurately.

• Offered assistance in implementing and developing training programs
• Tested new software and hardware prior to deployment
• Enhanced computer lab efficiency by maintaining and updating hardware and software systems
• Monitored system performance to identify potential issues
• Established a comprehensive inventory system for tracking computer equipment, reducing loss and misplacement
• Managed supply orders for the computer lab while adhering to budgetary constraints, ensuring availability of essential equipment when needed
• Coordinated with IT staff on network connectivity issues, expediting resolutions and maintaining seamless access to online resources for users
• Configured, maintained and installed workstation, file servers and devices in adherence to established rules and regulations
• Conducted ongoing assessments of computer lab resources to determine areas needing improvement or replacement, optimizing available technology for users
• Installed, configured and maintained computer systems and network connections
• Delivered training sessions on various software applications for both students and faculty members, broadening their skillsets and enhancing their educational experiences
• Maintained data security through regular virus tests and installation of protective software
• Administered security measures within the computer lab by regularly updating antivirus software and monitoring usage logs, protecting sensitive data from potential threats
• Contributed valuable input during planning meetings regarding future technology investments within the computer lab space, helping align decisions with organizational goals and user needs.

• Investigated and resolved accounting, service and delivery concerns
• Collaborated with team members to develop best practices for consistent customer service delivery
• Streamlined call center processes for improved efficiency and reduced wait times
• Monitored cash drawers in multiple checkout stations and maintained adequate cash supply
• Handled customer inquiries and suggestions courteously and professionally
• Participated in team meetings and training sessions to stay informed about product updates and changes
• Provided primary customer support to internal and external customers
• Reduced process inconsistencies and effectively trained team members on best practices and protocols
• Updated account information to maintain customer records
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines
• Investigated and resolved customer inquiries and complaints quickly
• Educated customers about billing, payment processing and support policies and procedures
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.