Customer Service Representative

Elisha Omenya Elijah

******, Nairobi, Kenya

Phone: +254-***-***-*** Email: *************@*****.***

Professional Summary

Dedicated and empathetic customer service professional with over three years of experience in remote support roles. Skilled in addressing customer inquiries across phone, email, and chat, troubleshooting technical issues, and ensuring positive experiences. Proven ability to work independently in virtual environments while meeting deadlines and exceeding expectations.

Key Competencies

• Customer Communication: Effective in managing customer interactions professionally and empathetically.

• Problem-Solving: Adept at identifying solutions and addressing concerns promptly.

• Remote Work Efficiency: Experienced in managing time and tasks independently in remote settings.

• Technical Support: Skilled in troubleshooting and resolving technical issues effectively.

• Collaboration: Proficient in coordinating with internal teams to ensure seamless service.

Education

Bachelor of Science in Electrical Engineering

Dedan Kimathi University of Technology Nyeri, Kenya 2021 – Present

Relevant Coursework: Advanced Technical Writing, Engineering Communication, and Digital Tools in Engineering Documentation.

Bachelor of Arts in Communication and Media Studies

Bachelor of Arts in Communication and Media Studies

University of Nairobi Nairobi, Kenya 2018

Relevant Coursework: Strategic Marketing Communications, Advanced Technical Writing, Media Ethics.

Professional Experience

Freelance Technical Writer

Fiverr Remote Jan 2021 – Present

Authored 200+ technical articles, user manuals, and blog posts, achieving a 4.9/5 client satisfaction rating.

Created comprehensive online help files, product documentation, and step-by-step tutorials tailored to diverse client specifications.

Applied SEO strategies, boosting web traffic by 30% for multiple clients.

Collaborated with programmers and engineers to translate technical jargon into accessible language for end users.

Technical Content Writer

Upwork Remote Aug 2019 – Dec 2020

• Collaborated with clients to produce user-friendly technical documentation and customer guides.

• Assisted customers in understanding technical content, leading to increased product adoption.

• Delivered projects punctually, contributing to client retention and satisfaction.

Leadership and Mentorship Roles

Vice-Chair, Computer Society – IEEE DeKUT Student Branch

Dedan Kimathi University Jan 2024 – Present

Supported leadership in planning and executing technical workshops and events.

Guided team members in producing documentation for projects and initiatives.

EMBS Second-Year Representative

Dedan Kimathi University Jan 2023 – Dec 2023

Promoted IEEE events, encouraging participation through strategic communication and event documentation.

Peer Mentor

M.P. Shah Chania High School May 2021 – Dec 2023

Mentored high school students in academic and non-academic areas, focusing on STEM subjects.

Managed exam duplication processes and documentation, ensuring timely distribution and record-keeping.

Certifications

HubSpot Content Marketing Certification

Advanced Social Media Strategy Certification – Hootsuite

Google Analytics for Beginners Certification

Technical Skills

Tools: Microsoft Office Suite, CRM Software (e.g., Zendesk), Trello, Slack, WordPress, Canva, Google Analytics, SEMrush, Grammarly, Trello.

Languages: HTML, Markdown

Communication: Excellent written and verbal communication skills.

Key Achievements

Developed a comprehensive technical manual for a cloud-based software provider, earning a 95% client approval rating.

Increased client engagement by 40% through optimized storytelling and SEO-driven content.

Recognized for producing a blog series that boosted healthcare SaaS client traffic by 25%.

Interests

Researching emerging technologies, particularly engineering.

Mentoring young professionals and students in STEM fields.

Reading and writing about technology and its impact on society.

Contact this candidate