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Helpdesk Support & Administrator
Helpdesk Support & Administrator at Copycat Limited, who cut spare-parts processing from over two days to under two hours.
KenyaHelpdesk Support & Administrator at Copycat Limited
Coordinate customer service requests and assign work across a network of 80+ field engineers, monitoring progress and follow-up until tickets are resolved. Reduced spare-parts processing time from over two days to within two hours and supported deployment coordination for 543 printers.
SAP ERPTicketing SystemsClient CommunicationIssue escalationOrder ProcessingSpares CoordinationProcess ImprovementMicrosoft OfficeExcel
Managed a portfolio of clients, responding to enquiries, complaints, service requests and order issues through phone, email and digital channels. Improved quotation turnaround from over two days to same-day by coordinating inputs and following up with relevant teams.
Customer Relationship ManagementCommunication SkillsIssue ResolutionOrder ProcessingCustomer OnboardingTrainingMicrosoft OfficeExcel
Engaged prospective customers by phone, explained products and supported lead follow-up in a target-driven environment. Built communication, customer engagement and objection-handling skills while maintaining a professional customer experience.
TelesalesCustomer EngagementCommunication SkillsObjection HandlingLead Follow Up
Supported ICT service activities and developed practical troubleshooting, technical communication and customer-support skills.
ICT SupportTroubleshootingTechnical CommunicationCustomer Support
Fortinet Network Security Associate – NSE 1, 2 and 3 certification completed in August 2019.
Fortinet Network Security Associate – NSE 1, 2 and 3 certification completed in August 2019.
Bachelor of Science in Business Information Technology with Second Class Honours, Upper Division.
Diploma in Information Technology with Credit/Distinction.