Hi, I’m
WAMBUGU LINCON NGAHU
Embu
Summary
Results-driven professional specializing in information technology, focused on leveraging expertise to achieve organizational objectives and drive societal impact. Demonstrated success in building strong client relationships and enhancing customer satisfaction through dedicated service. Proven team player with a disciplined approach to problem-solving and a commitment to maintaining high levels of customer satisfaction. Enthusiastic about cultivating partnerships and contributing to business growth.
Overview
3
years of professional experience
1
Certification
Work History
K-Fries LimitedEldoret, Kenya
Customer Service Representative
02.2024 - 03.2025
Job overview
- Maintained detailed records of customer interactions, transactions, and comments for future reference.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Identified opportunities for upselling additional products or services based on customer needs.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases, and generating reports.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Maintained a high level of professionalism when dealing with difficult customers.
- Resolved customer complaints promptly and efficiently.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong customer relationships to encourage repeat business.
- Mentored junior team members and managed employee relationships.
Call Center International KenyaNairobi, Kenya
Customer Service Representative
01.2023 - 01.2024
Job overview
- Handled inbound and outbound customer calls, providing accurate information, and resolving issues efficiently.
- Maintained professionalism while managing high volumes of calls and inquiries
- Entered and updated customer information in internal systems with accuracy
- Provided technical support and guided customers through troubleshooting steps
- Ensured high customer satisfaction by following up on pending issues
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed strong relationships with customers by providing personalized assistance and support.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Answered customer inquiries via phone, email, and chat.
Tenri Group of HospitalsEmbu, Kenya
IT Support Intern
02.2022 - 01.2023
Job overview
- Streamlined IT support operations across hospital departments.
- Troubleshot and maintained hardware and software systems for optimal performance.
- Enhanced user assistance through improved digital documentation processes.
- Conducted workflow analysis, space design or cost comparison analysis.
- Identified opportunities for process improvement initiatives within the organization.
- Implemented changes based on feedback from customers regarding products or services.
- Provided technical assistance and support to colleagues on software applications, hardware issues, and other IT related tasks.
- Conducted research on emerging technologies to identify potential areas for improvement within the organization.
- Updated existing systems with latest patches or security updates as required.
- Assisted with the installation of new computer systems and peripheral devices such as printers, scanners.
Education
Co-operative University of Kenya
Diploma from Business Information Technology
01.2022
Kangaru School
KCSE
01.2019
Skills
- Microsoft Office proficiency
- IT tools expertise
- Written and verbal communication
- Adaptability and quick learning
- Interdepartmental collaboration
- Feedback analysis
- Data entry and record keeping
- Process improvement strategies
- Team collaboration
- Positive and motivating attitude
- Communication skills mastery
- Product knowledge
- Multitasking and time management
- Conflict resolution techniques
- Attention to detail
References
- William Mbogo, Tenri Hospital, 0725 846 304
- Amos Sailoji, CCI Group 0745304968
Certification
Virtual Asistant: ALX Virtual assistant (0nline),11/04/2024
Web Development: Web design and development,Udemy
Community Service:St Stephen Children's home
Hobbies and Interests
- Computing
- Football
- Reading novels
- Farming
- Gaming
Languages
Swahili
First Language
English
Proficient (C2)
C2
Timeline
Customer Service Representative
K-Fries Limited
02.2024 - 03.2025
Customer Service Representative
Call Center International Kenya
01.2023 - 01.2024
IT Support Intern
Tenri Group of Hospitals
02.2022 - 01.2023
Co-operative University of Kenya
Diploma from Business Information Technology
Kangaru School
KCSE
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