Barazan Githinji Gachii
About
Detail
CUSTOMER SUPPORT REPRESENTATIVE
United States
Résumé
Jobs
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- WCustomer SupportWebcom Website Hosting CompanySep 2018 - Sep 2023 (5 years 1 month)• Support existing customers via inbound telephone system and live chat, providing the 'wow' customer experience, achieving a 98% customer satisfaction rating. • Consulting with customers on their unique needs while seeking opportunities for add-on products to help them reach their online goals, resulting in a 15% increase in add-on product sales. • Assist customers by troubleshooting technical problems and escalating to the engineering team as needed. • Help our product, engineering, and marketing teams identify areas where we can improve the customer experience, leading to a 20% decrease in customer complaints. • Maintain financial accounts and billing processes by processing customer adjustments.
- TInformation Technology (IT) SupportTuskys Supermarket ChainJun 2015 - Apr 2018 (2 years 11 months)• Provided courteous and professional communication with clients and internal departments. • Maintained PCs, install new software updates, and network troubleshooting. • Provided technical training and guidance to Tier 1 team members. • Remotely troubleshoot software, PC hardware, point-of-and sale peripherals. • On-call support rotation every 4 weeks.
Education
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- CCisco Certified Network Associate (CCNA)Computer Pride CollegeJan 2016 - Dec 2016 (1 year)
Bachelor of Science in Computer ScienceKenyatta UniversitySep 2010 - Dec 2016 (6 years 4 months)