Ashford Kibe Data Specalist

Team Administrator: Customer Support

CloudFactory

Feb 2022 - Current (4 years 7 months)

• Ensure the cloud workers are working within the scheduled time. • Workforce management to ensure we don't have gaps in the workstream. ◦ Communicate to the cloud workers any new changes and train new team members. ◦ Ensure the cloud workers are meeting the quality metrics. ◦ Ensure training manuals are up to date. ◦ Classify content for advertisement purposes. ◦ Developed and maintained customer service support systems to streamline customer interactions and increase customer satisfaction ◦ Managed a team of employees, providing guidance and support to ensure efficiency and customer satisfaction ◦ Trained a team of customer service representatives, increasing customer support efficiency.

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Customer Support

Cloud factory Kenya.,

Nov 2020 - Jan 2022 (1 year 3 months)

• Respond to customer queries promptly and accurately via phone, email, or chat. ◦ Identify customer needs and help customers use specific features. ◦ Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users). ◦ Update our internal databases with information about technical issues and helpful customer discussions. ◦ Monitor customer complaints on social media and reach out to assist. ◦ Share feature requests and effective workarounds with team members ◦ Inform customers about new features and functionalities. ◦ Follow up with customers to ensure their technical issues are resolved. ◦ Gather customer feedback and share it with our Product, Sales, and Marketing teams.

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Wholesale Agent

NovaCleopta Electronics,

Feb 2015 - Oct 2020 (5 years 9 months)

• Oversee the day-to-day business operations. ◦ Identify new clients through cold calls. ◦ Consignment sales management. ◦ Respond to any individual customer queries. ◦ Point of contact for sales and marketing team. ◦ Track orders and shipments. ◦ Creating product growth dashboards.

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Market Researcher

Alkira Africa Limited,

Jan 2012 - Dec 2014 (3 years)

• Inform customers about new features and functionalities of products. • Update our internal databases with information about technical issues and valuable customer discussions. ◦ Analyse and report product malfunctions. ◦ Follow up with customers to ensure their technical issues are resolved. ◦ Respond to customer queries promptly and accurately via email or chat. ◦ Researched and compared customer sentiment across various channels, leading to the development of a targeted marketing strategy ◦ Conducted a comprehensive market analysis identifying key target audiences and potential growth opportunities.

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Administrative Assistant

Digital Scape Ltd,

Jan 2010 - Nov 2011 (1 year 11 months)

• Provided administrative support to management, resulting in improved efficiency in daily operations ◦ Composed correspondence, prepared reports, and managed a variety of administrative tasks • Supervised a team of administrative staff, providing guidance and support to ensure successful completion of tasks ◦ Created an automated workflow process that reduced administrative tasks, allowing for faster completion of projects

Ashford Kibe

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