Tecla Mbondo

Work History

Technical Customer Support Specialist

The Wound Pros LLC

4 2022 - Current

Provided end-to-end technical support for a fully remote workforce, managing incoming tickets via Zendesk across email, chat, Dialpad calls, and Slack.
Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Translated complex technical issues into digestible language for non-technical users.
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Ensured SLA adherence, tracked performance, and maintained high customer satisfaction while handling multiple tickets, calls, chats, and emails simultaneously across multiple time zones and shifts.
Demonstrated excellent multitasking abilities while juggling multiple support requests without compromising quality or efficiency.
Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
Administered and supported Microsoft 365 environments, including user account creation, license management, Teams, Outlook, and calendar synchronization.
Monitored and troubleshot Azure Virtual Desktop (AVD) sessions, host pool health, and connection/performance issues.
Managed Microsoft Intune for device enrollment, compliance policies, and application deployment (M365 Apps, Zoom, VPN clients).
Configured and supported Okta Verify for SSO/MFA authentication, enrollment, resets, and access restoration.
Ensured secure access and compliance through ZScaler and maintained Azure Active Directory (AAD) tasks including user management, password resets, and role-based access control.
Provided application support for internal mobile/web applications, EMR/clinical systems, and third-party tools.
Conducted pre-release and post-release testing, bug triage, and issue reproduction, escalating complex issues via Jira and CRM with detailed audit documentation.
Tracking progress on open cases and ensuring timely follow-ups, diligently documenting all interactions with customers in the CRM system.
Reached out to customers proactively to inform them about product updates, maintenance, or potential issues to mitigate any disruptions.
Troubleshot hardware, VPN connectivity, remote desktop access, EMR/clinical system access, Zoom integration, and peripherals.
Coordinated with HR and internal teams for onboarding, offboarding, and account updates, ensuring proper role assignments and access removal.
Created, updated, and maintained Help Center articles, FAQs, and troubleshooting guides to enable self-service resolution and reduce ticket volume.
Maintained in-depth knowledge of products, staying up-to-date on new features, updates, and bug fixes to better assist users.
Mentored new team members, providing onboarding guidance, technical expertise, and process training.
Delivered user training on internal applications, Microsoft 365 tools, collaboration platforms, and IT security best practices.
Practiced proactive communication regarding system outages, maintenance schedules, and potential disruptions.
Monitored support metrics and Zendesk reporting, tracking SLA adherence, first-call resolution, and customer satisfaction; implemented continuous workflow improvements.
Collaborated with multiple departments (HR, development, infrastructure, QA) to resolve issues efficiently.
Managed high volumes of tasks and support requests, maintaining performance and quality across shifts, nights, and weekends.

Customer Support Specialist

LTVplus LLC

04.2020 - 03.2022

Responded to customer inquiries via email and Live Chat in Zoho, consistently meeting SLA targets and maintaining minimal wait times.
Resolved 50+ customer issues per shift by researching solutions, troubleshooting effectively, and escalating to Tier 2 when required.
Utilized CRM tools to track interactions, document detailed case notes, update customer records, and manage customer files and databases.
Applied critical thinking to assess issues, identify root causes, and deliver tailored solutions that improved first-contact resolution.
Guided customers through product features, policies, and procedures to ensure clarity and a seamless support experience.
Processed service requests promptly, addressed account discrepancies, and provided accurate product/service information.
Built strong client relationships through empathy, active listening, and proactive follow-ups, contributing to repeat business and high satisfaction scores.
Reached out to customers post-service to gather feedback, identify additional needs, and recommend relevant services/products.
Managed customer feedback and enhancement requests, collaborating with internal teams, management, and vendors to address service issues and corrective actions.
Maintained up-to-date knowledge of SOPs, scripts, macros, and snippets to ensure accurate and efficient responses.
Monitored performance metrics to identify trends, recommend process improvements, and highlight training needs across the team.
Demonstrated strong multitasking and organizational skills while handling high-volume queues across day, night, weekend, and holiday shifts.
Participated in team meetings and ongoing training to stay current with product updates, operational changes, and departmental initiatives.
Leveraged product knowledge to provide alternatives and support cross-selling and upselling opportunities.

Customer Service Representative

Ponea Health Limited

04.2019 - 03.2020

Responded to customer inquiries via email, Live Chat, and Zendesk, ensuring minimal wait times and prompt support.
Resolved 50+ customer issues per shift by researching solutions, implementing fixes, and escalating unresolved cases to Tier 2 or management via Slack.
Provided primary support to internal and external customers, assessing accounts to determine benefits, identify service needs, and resolve issues efficiently.
Facilitated healthcare service bookings, contributing to a 10% increase in conversion rates through effective guidance and follow-ups.
Entered and maintained accurate customer information in customized systems (e.g., Google Drive) for current and future engagements.
Evaluated account and service histories to identify trends and implement proactive solutions, mitigating potential issues.
Liaised with customers, management, and sales teams to understand needs and recommend appropriate products or services.
Achieved high satisfaction ratings through one-call resolutions and proactive follow-ups to address additional customer needs.
Collected customer feedback and collaborated with teams to implement process improvements exceeding service goals.
Conferred with management and vendors to resolve defective services and determine corrective actions.
Recommended alternative products when preferred items were unavailable and educated customers on company systems, forms, and service access.
Maintained productivity by staying updated on call scripts, workflows, and new technologies, ensuring efficient and high-quality support.
Demonstrated strong attention to detail, multitasking, and organizational skills while managing a high volume of daily customer interactions.
Built empathetic client relationships, earning a reputation for exceeding service standard goals and enhancing overall satisfaction.

Human Resource Assistant

Kahiya Limited (XTIGI Mobile)

04.2017 - 03.2019

Screened applicant resumes and coordinated phone and in-person interviews, posting positions through approved recruitment channels.
Assisted with onboarding over 100 new hires, organizing orientation schedules, drafting offer letters, and issuing new or renewed contracts.
Managed and maintained employee records, including NSSF, NHIF, PAYE, job descriptions, and personnel action forms for hires, terminations, and title changes.
Drafted payroll information and administered compensation, benefits, and performance management systems, ensuring full compliance with Kenyan labor laws.
Supported performance management through quarterly evaluations and appraisals, ensuring employees met organizational standards.
Managed leave and attendance records, collaborating with department heads to track leave usage and maintain accurate schedules.
Handled disciplinary processes, including hearings, issuing warning letters, suspensions, terminations, and summary dismissals.
Conducted exit interviews, processed termination paperwork, and documented employee data in compliance with company policies.
Addressed staff conflicts and grievances, providing effective solutions and maintaining positive workplace relations.
Arranged and tracked staff training and development programs to enhance skills and support organizational goals.
Maintained office administration, including filing paperwork, sorting and delivering mail, checking and approving bills and receipts, and ensuring overall office organization.
Ensured Occupational Health and Safety compliance and supported employee safety and recreation programs.
Monitored HR metrics and compiled centralized employee records to support departmental reporting and decision-making.
Communicated professionally with staff and stakeholders via email and calls, representing the HR department effectively.
Stayed updated on emerging HR trends to maintain best practices and compliance with labor laws.

Customer Service Representative

Kahiya Limited (XTIGI Mobile)

04.2016 - 03.2017

Communicated with customers via calls, emails, and Zendesk, and supported inquiries through Live Chat to ensure timely and effective service.
Resolved customer concerns regarding products and services, escalating persistent or technical issues to the XTIGI service center team.
Handled 40+ calls per shift, assisting with new customer sign-ups, retrieving customer data, and presenting relevant product information and services.
Responded promptly to customer inquiries, minimizing on-hold wait times and maintaining high satisfaction.
Applied active listening to understand customer needs and clarify issues, identifying root causes to resolve complaints effectively.
Recommended products and alternative solutions when preferred items were unavailable, taking into account special customer needs.
Maintained up-to-date product knowledge through training on new products and continuous familiarization with existing offerings.
Participated in marketing and product awareness campaigns, including activations and social media initiatives, to promote products to existing and potential clients.
Conducted competitor analysis and market research to maximize competitive advantage.
Pursued training opportunities to enhance customer relationship management skills and improve satisfaction scores.
Adapted quickly to rapid changes and responded proactively to shifting priorities in a fast-paced environment.
Assisted customers in locating and obtaining out-of-stock products based on specific requests, ensuring their needs were met.

Procurement Internship

Nakumatt Holdings Ltd

09.2015 - 02.2016

Preparation of over 10 local purchase orders per day.
Monitoring deliveries from suppliers.
Stock taking and ensuring availability of stock.
Inventory management.
Following up on payment of invoices.
Processing and issuance of items to users according to their Local Purchase Orders.
Maintaining records of store transaction documents.
Maintained consistent email and call communication with stores and suppliers to confirm and track orders and verify price revisions on purchase orders.
Reviewed order updates to identify best practices aligned with corporate goals.
Computed and created purchase orders to monitor stock levels, verify purchase requisitions, and expedite customer orders.
Participated in team-building activities to enhance working relationships.
Increased customer satisfaction by resolving issues
Participated in continuous improvement by generating suggestions, and engaging in problem-solving activities to support teamwork.
Improved operations through consistent hard work and dedication.
Used Microsoft Word and other software tools to create documents and other communications.
Learned new skills and applied to daily tasks to improve efficiency and productivity.

Strategy and Change Internship

National Social Security Fund, NSSF

10.2014 - 01.2015

Preparation of ISO audit exercise.
Learned ISO 9001: 2008 standards and requirements.
Carried out SWOT analysis.
Compilation of evidence for performance contract defense.
Document preparation and filling.
Taking minutes during meetings.
Assisted with account reviews and preparation for account reviews.
Monitored daily revenue, risk and working capital movements.
Reviewed financial statements with staff accountants.
Assisted with month-end closing processes and verified journal entries.
Prepared and posted journal entries and special bills with guidance from staff accountants.
Developed skills necessary to manage various organizational bank accounts.
Tracked system for payments on facilities, projects, and contracts.
Completed paperwork, recognizing discrepancies and promptly addressing them for resolution.
Create routine financial reports, analyses, and investigations.
Conducted research, gathered information from multiple sources, and presented results.
Used critical thinking to break down problems, evaluate solutions, and make decisions.
Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Developed and maintained courteous and effective working relationships.
Maintained energy and enthusiasm in fast-paced environment.

Summary

Overview

Work History

Technical Customer Support Specialist

Customer Support Specialist

Customer Service Representative

Human Resource Assistant

Customer Service Representative

Procurement Internship

Strategy and Change Internship

Education

High School Diploma -

Bachelor of Science - Strategic Management

Cybersecurity Compliance Training Certificate

Social Engineering Awareness Compliance Training

Combating Medicare Parts Fraud, Waste, & Abuse

HIPAA Compliance Training

Lean Six Sigma Yellow Belt Certification

Lead Agent (Shopify)

Basic Agent (Shopify)

Introduction To Microsoft Intune

Protect Your Endpoint Environment With Ms Intune

App Management Using Microsoft Intune

Device Management Using Microsoft Intune

Skills

Certification

Accomplishments

References

Software & Tools

Timeline

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