Benard Wandera

Customer & Business Support Specialist

Tel: +1-56-236*-****

Email: ad2jo6@r.postjobfree.com

www.linkedin.com/in/ben-the-hands-on-va-723b1a284/ Profile Summary

A results-driven Customer & Business Support Specialist with a comprehensive background, thus progressive practical skills and significant experience, seeking a challenging position to leverage proven expertise in handling administrative roles, client support, analyzing product malfunctions and driving customer satisfaction hence retention. Eager to contribute to dynamic and fast-paced roles and apply a unique blend of skills and experience. Hard Skills: Soft Skills:

Operations & Administrative Support

Business Processing Support

E-Mail & Chat Correspondence

Inbound & Outbound Call Management

Google Workspace & Office Applications

CRM Tools & Systems

Teamwork and Collaboration

Organization & Time Management

Adaptability & Flexibility

Communication Skills

Interpersonal Skills

Problem Solving

Work Experience:

VA - Administrative/Customer & Business Support/Operations Freelancer January, 2023 – Present Key Responsibilities:

Successfully respond to customer queries, achieving a 98% satisfaction rate through timely and accurate communication via phone, email and chat.

Identify customer needs and provide personalized support, resulting in a 20% increase in customer feature adoption.

Monitor and address customer complaints on social media channels, resulting in a 30% decrease in negative online sentiment.

Business Process Associate American Data Exchange Corporation (K) Ltd Nov, 2021–Nov, 2022 Key Responsibilities:

Key-in accurately pertinent information of an order into the client supplied application in accordance with the given project specifications.

Update internal databases with comprehensive information on technical issues, streamlining future troubleshooting processes and reducing resolution time by 25%.

Generated reports detailing findings and recommendations. Customer & Business Support Executive Bruceward Consultants (E.A) Ltd Jan, 2017 - Nov, 2021 Key Responsibilities:

Deliver exceptional customer service by leveraging extensive knowledge of products and services to execute memorable positive experiences, track customer record and update CRM with customer information.

Informed customers about new features and functionalities, leading to a 25% increase in products and service utilization.

Conducted follow-up communication with customers, ensuring a 90% resolution rate for technical issues. Administration & Operations Executive Fivestar Professional Cleaners Ltd Aug, 2015–Jan, 2017 Key Responsibilities:

Increase efficiency and team productivity by promoting operational best practices

Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Research and identify opportunities for account growth and market expansion. Business Support & Retention Executive Safaricom Plc Feb, 2014 - June 2015 Key Responsibilities:

Effectively manage the existing and new clients through improved customer experience by enforcing the end-to- end delivery process in compliance with the service level agreement requirements.

Follow-through on all inter-departmental escalations to increase customer retention

Promote available products and services to customers during service, account management and order calls. Administrative & Operations Assistant Bruceward Consultants (E.A) Ltd Jan,2009 – Nov, 2013 Key Responsibilities:

Implement process improvements to optimize organizational culture and procedures for higher efficiency to help the company evolve and grow.

Coordinate market surveys and intelligence to ensure timely availability of critical information for the development of business strategies hence products and services Business Development Executive Cyka Consultants Ltd June 2007 – Nov, 2008 Key Responsibilities:

Placing “Sale and Purchase” orders of shares for individual and institutional clients

Participate in product presentation and marketing team research and service development based on existing and nascent technology

Business Development Executive Pan Africa Life Assurance (Sanlam Plc) Feb, 2006 – Feb, 2007 Key Responsibilities:

Develop opportunities through strategic market profiling on prospects, potential leads and existing customers

Conduct product presentations, close sales and submit to the Manager for processing

prepare weekly and monthly reports on Sales performance and Market Insights from day-to-day visits and engagements.

Academic Qualification

October, 2023 – 2026

Atlantic International University

Bachelor of Business Management

Professional Qualification

July – October 2006

College of Insurance

CERTIFICATE OF PROFICIENCY [C.O.P]

Referees:

Mr. Paul Odhiambo

Executive Director

Bruceward Consultants (E.A) Ltd

Tel: +254-***-**-**-**

Mr. Gichana Bosire

Business Support Lead

Safaricom Limited

Tel: +254-***-**-**-**

Bishop. Jayne Gathaara

Lead Associate/Counsel

Gathaara & Associates

Tel: +254-***-**-**-**

Contact this candidate