Proactive problem-solver driven by challenges, dedicated to finding win-win solutions. With a passion for continuous learning and a knack for cutting edge technology.
Customer Support
Customer Service
Customer Success
Customer Management
Customer Retention
High Technical Aptitude
Upselling
Cross Selling
Onboarding
Renewals
Chat, Email and SMS Support
Salesforce
Monday.com
Trello
Lucid charts
Customer Support and Success (SaaS, Remote Position) - PremPage, California US
Relied upon primary point of contact for over 240 clients and shared customer insights with relevant departments
Achievements:
- Orchestrated a 70% increase in annual renewals and upsells, streamlining the sales process for a client base of 240+
- Reduced cancellations by over 80% in 2 months by analyzing data and conveying recommendations based on the data.
- Increased user self-service of the website by over 60% by presenting simple and accessible instructional videos for basic site updating.
- Entrusted primary point of contact for over 240 clients, up from approximately 70 when joining, throughout the customer lifecycle, from onboarding to ongoing success, establishing a trusted relationship
- Standardized, updated and documented a comprehensive Customer Support Guidebook weekly, optimizing the experience for both the client and the team
Website Executive (SaaS, Remote Position) - PremPage, California US
Building websites from existing website templates through the company Web SaaS, communicating with clients through email and online messaging during onboarding.
Achievements:
- Expedited and onboarded over 12 new clients month on month, outpacing the expected goal of 8 per month.
- Advanced expansion opportunities such as adding extra functionalities to the sites, increasing service offerings and having an uptake of over 40%
- Co-ordinated a collaborative environment, improving team productivity and performance by reducing time taken to onboard clients by 2 days.
- Streamlined existing documentation for use by the Website Executive Team, optimizing workflows and improving productivity by over 20%
Customer Service, Support and Success - Valley Blue Systems, Kenya
Responsible for answering customer queries, taking effective actions and organizing the workflows, selling software to clients
Achievements:
- Fostered and environment in which clients enjoyed high levels of service by reducing response turnaround time by 50%
- Boosted overall company sales by over 35% year on year by attracting and retaining large corporate clients
- Creating over 500 pages of documentation for 3 types of software, which were used to derive training material
- Developing training materials and training over 200 users and moving their organizations from paper-based to digital-based operations
I am an avid reader of books. I have a soft spot for historical fiction based on real events as well as biographies and autobiographies. At the same time, I have a creative side, whereby I engage in activities such as making crafts, which I do for fun as well as teaching others. I am also involved in my local community as a volunteer, in a school for children from disadvantaged backgrounds.
