Technical Customer Support Manager
Bituls Company Limited
Schlagwörter
Skills
I am accomplished support and service-oriented professional with extensive experience achieving client objectives and managing successful customer support and solution implementations, I have over 17 years’ experience in customer support, and I possess a wide range of knowledge, skills, and expertise.
I am experienced in ticketing systems, email support, and live chat support all of which are complemented by my fast typing skills (50WPM) and I am an excellent multitasker. I am a team Manager who values collaboration, knowledge, and skills transfer. I have a track record of resolving customer disputes, tackling problems methodically, and able to communicate professionally with both the client and teammates. As a seasoned remote worker, I am able to work independently and require very little direct supervision to successfully complete my job. Moreover, I am an energetic worker who is able to give as much effort and dedication to my last assignment of the day as I am to the first. The approach to my work goes beyond the job description as I am always looking for ways to improve on the results. In addition to my work, I have always been looked to for decision making. I am flexible in working hours and can work on any shift assigned
My expertise lies in successfully establishing productive client relationships and providing outstanding service and support to meet, and surpass expectations and requirements. I have an unwavering commitment to customer support, with the ability to build productive relationships, resolve complex issues, and win customer loyalty. I am a fast learner who is able to grasp new technologies and skills within a short time.
Listed below are some of my skills
Customer support, customer service, CRM, Quickbooks, SaaS implementation, Network systems and equipment's, Microsoft products Linux, SaaS, ERP, social media, LAN, backbone, LANs, WANs and VPN, Data recovery, data storage, imaging devices, Server installation, Windows server, Linux, Unix, web
I am experienced in ticketing systems, email support, and live chat support all of which are complemented by my fast typing skills (50WPM) and I am an excellent multitasker. I am a team Manager who values collaboration, knowledge, and skills transfer. I have a track record of resolving customer disputes, tackling problems methodically, and able to communicate professionally with both the client and teammates. As a seasoned remote worker, I am able to work independently and require very little direct supervision to successfully complete my job. Moreover, I am an energetic worker who is able to give as much effort and dedication to my last assignment of the day as I am to the first. The approach to my work goes beyond the job description as I am always looking for ways to improve on the results. In addition to my work, I have always been looked to for decision making. I am flexible in working hours and can work on any shift assigned
My expertise lies in successfully establishing productive client relationships and providing outstanding service and support to meet, and surpass expectations and requirements. I have an unwavering commitment to customer support, with the ability to build productive relationships, resolve complex issues, and win customer loyalty. I am a fast learner who is able to grasp new technologies and skills within a short time.
Listed below are some of my skills
Customer support, customer service, CRM, Quickbooks, SaaS implementation, Network systems and equipment's, Microsoft products Linux, SaaS, ERP, social media, LAN, backbone, LANs, WANs and VPN, Data recovery, data storage, imaging devices, Server installation, Windows server, Linux, Unix, web
Projekthistorie
03/2014
-
01/2020
Bituls Company Limited Remote, Remote
Key Responsibilities
Customer support management, sales and lead generation for a SaaS ERP system
Managed the distributed customer support team, assigned duties and made sure that customer
tickets, inquiries, complaints, billing and payments/refunds requests were handled in a timely
and professional manner
Ensuring all customer service metrics were met
Ticket resolution through CRM system, email, phone, live chat and social media. I calmed angry
clients, repaired trust, located resources for problem resolution and designed best-option soluti
ons.
Interfaced across departments to come up with best customer services practices.
onboarding and training of new clients
New talent acquisition, training and onboarding
Key Accomplishments:
Managed to always work through a high-volume workload within a deadline-driven
environment and consistently met performance benchmarks and metrics in all areas (speed,
accuracy, volume).
Managed to ensure that all support personnel attained the required level of training and while
at the same time I became one of the company's primary mentors/trainers of both new and
established employees.
Helped company increase customer satisfaction and customer retention by over 80%.
Helped the company increase new customer acquisition by over 40% through proactive lead
generation.
Introduced a new CRM which increased customer satisfaction and customer retention.
Key Responsibilities
Customer support management, sales and lead generation for a SaaS ERP system
Managed the distributed customer support team, assigned duties and made sure that customer
tickets, inquiries, complaints, billing and payments/refunds requests were handled in a timely
and professional manner
Ensuring all customer service metrics were met
Ticket resolution through CRM system, email, phone, live chat and social media. I calmed angry
clients, repaired trust, located resources for problem resolution and designed best-option soluti
ons.
Interfaced across departments to come up with best customer services practices.
onboarding and training of new clients
New talent acquisition, training and onboarding
Key Accomplishments:
Managed to always work through a high-volume workload within a deadline-driven
environment and consistently met performance benchmarks and metrics in all areas (speed,
accuracy, volume).
Managed to ensure that all support personnel attained the required level of training and while
at the same time I became one of the company's primary mentors/trainers of both new and
established employees.
Helped company increase customer satisfaction and customer retention by over 80%.
Helped the company increase new customer acquisition by over 40% through proactive lead
generation.
Introduced a new CRM which increased customer satisfaction and customer retention.
10/2003
-
11/2013
I.T Support Engineer/Operations Manager
Intergrated Supplies & Consultancy Ltd
Intergrated Supplies & Consultancy Ltd Nairobi/Remote, Nairobi County
Key Responsibilities
I.T support
installation,repair and maintenance of servers, PCs, LAN, CCTV, UPS systems and handling
warranty issues.
Ensuring that all dispatches were made in time
Client training
Lead generation and tender document preparation
Web Design
Customer support/Service
Key Accomplishments:
Part of the team that designed, installed and commissioned the backbone networks, LANs, WANs
and VPN solutions to clients
Lead the team that designed, installed and commissioned the clean power systems for clients
Contributed to a sales increase in by improving lead-generation while at the same time
diversifying the products/service portfolio the company was offering
PC assembly and software installation for clients looking for custom made computers
Data recovery for both corporate and individual clients
End user training and offering technical support
Data management and data storage solutions
New client onboarding, tender document preparation and helping the sales team in closing a
technical sale deal
Running a busy Helpdesk/ Customer support department for both remote and onsite solutions
Key Responsibilities
I.T support
installation,repair and maintenance of servers, PCs, LAN, CCTV, UPS systems and handling
warranty issues.
Ensuring that all dispatches were made in time
Client training
Lead generation and tender document preparation
Web Design
Customer support/Service
Key Accomplishments:
Part of the team that designed, installed and commissioned the backbone networks, LANs, WANs
and VPN solutions to clients
Lead the team that designed, installed and commissioned the clean power systems for clients
Contributed to a sales increase in by improving lead-generation while at the same time
diversifying the products/service portfolio the company was offering
PC assembly and software installation for clients looking for custom made computers
Data recovery for both corporate and individual clients
End user training and offering technical support
Data management and data storage solutions
New client onboarding, tender document preparation and helping the sales team in closing a
technical sale deal
Running a busy Helpdesk/ Customer support department for both remote and onsite solutions
Reisebereitschaft
Verfügbar in den Ländern
Kenya
