Y
Yvonne Mutembei
About
Detail
Nairobi County, Kenya
Résumé
Jobs
verified_user
0% verified
Customer Support SpecialistConvertflowJun 2023 - Current (3 years 1 month)• Provide chat and email support on how to use the ConvertFlow platform, product questions, and how to create, edit and launch campaigns. • Provide technical support, and help customers troubleshoot technical issues related to ConvertFlow's platform or integrations. This may involve identifying problems, offering solutions, or escalating complex issues to the appropriate teams. • Provide account, plan, and billing information such as upgrades, downgrades, cancellations, refunds, and deletions. • Ensure a deep understanding of ConvertFlow's product offerings, features, and capabilities, and provide accurate and helpful information to customers, explaining how to utilize the platform effectively and achieve their desired outcomes. • Docu- Senior Customer Support Representative & TrainerCustomMadeJul 2018 - Current (8 years)• Help screen potential candidates on UpWork during the hiring process • Train new hires • Mentor and manage a group of Jewelry Consultants who are also trainers • Maintain our training materials by making corrections and updates where need be • Collaborate with management to continuously improve our training system • Being the first point of contact with customers when they make a request • Helping customers determine the design direction of their custom piece of jewelry • Making cost estimates and helping align pricing with customers' budget • Issuing a proposal for the customer to make an initial deposit and move to the next step in the custom process
- FTechnical Support SpecialistFedha Plaza,Jan 2017 - Jan 2018 (1 year 1 month)• Preparation of software requirements documentation after careful elicitation and analysis of clients' needs and business processes. • Implementation of findings through online systems after defining and analyzing process problems in all departments and projects in Cytonn. • Working closely with software engineers to build systems to improve efficiency and processes. • Training all internal clients, as well as clients of the firm; providing technical support. • Continuously testing standards and solutions. • Continuously evaluating procedures and processes. • Developing solutions by preparing and evaluating alternative workflow solutions. • Validation of results by testing programs. • Ensuring operation of all systems and processe
Education
verified_user
0% verified
- DDelivering a world-class customer support experience Customer Service: Call Control Strategies Delivering Bad News to aJan 2025 - Jul 2025 (7 months)
- Engineer's DegreeNational Institute of Technology SilcharJan 2012 - Jan 2016 (4 years 1 month)