Desktop Support Customer Care

EMMANUEL MUSYOKI MATHEKA

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

Address: Nairobi, Kenya

LinkedIn: www.linkedin.com/in/emmanuel-matheka-938212167/ PROFESSIONAL SUMMARY

Resourceful and results-driven professional with a diverse background spanning sales, IT, and customer service. Bringing extensive experience in digital marketing, business development, and marketing strategy, complemented by a strong foundation in IT support, data security, networking, and operating systems. Proven ability to lead cross-functional teams, develop client-focused solutions, and drive customer satisfaction through exceptional communication and interpersonal skills. Adept at leveraging a broad toolkit of platforms, tools, and networking protocols to deliver efficient and secure IT solutions. A proactive problem-solver with a strong focus on aligning technology and business goals. EXPERIENCE

Customer Specialist

Teleperformance-Zalando Nairobi, Kenya Oct 2024 – Present Roles And Responsibilities:

● Delivered exceptional multi-channel support (phone, email, live chat), consistently resolving customer inquiries and technical issues with professionalism, empathy, and efficiency.

● Provided expert product knowledge and step-by-step technical assistance, ensuring a smooth and seamless experience for users across various service areas.

● Utilized CRM systems to document interactions, manage follow-ups, and identify recurring issues, contributing to improved service processes and faster resolution times.

● Maintained high customer satisfaction and retention rates by delivering personalized solutions, managing escalations tactfully, and building long-term relationships.

● Collaborated with cross-functional teams to resolve complex issues and ensure consistency in service delivery, while also mentoring new team members on tools, policies, and best practices.

● Achieved and exceeded key performance metrics including first-call resolution, average handling time, and CSAT scores, demonstrating strong multitasking, time management, and attention to detail in a high-volume environment.

IT Desktop Support

Nairobi, Kenya Jan 2023 – Aug 2024

Roles And Responsibilities:

● Diagnosed and resolved hardware, software, and connectivity issues on-site for end users, ensuring minimal downtime and efficient service restoration.

● Performed advanced troubleshooting using tools like ping, traceroute, and remote diagnostics, documenting findings with screenshots and detailed notes.

● Set up and configured desktop systems, peripherals, and network connections; ensured smooth onboarding and workstation readiness for new users.

● Delivered remote technical support for work-from-home staff, configuring secure VPN access and Atera remote connections on all assigned devices.

● Maintained accountability for assigned IT support tickets, following up to closure within SLA timelines and escalating as necessary.

● Supported hardware relocations, workstation setups during campaign transitions, and participated in UAT testing and project deployments across multiple sites. Customer Support Associate

CCI Kenya Nairobi, Kenya April 2022 – Dec 2022 Roles And Responsibilities:

● Handled inbound customer calls with professionalism and empathy, resolving inquiries and technical issues while maintaining high satisfaction ratings.

● De-escalated difficult customer interactions by providing calm, solution-oriented support, effectively turning negative experiences into positive outcomes.

● Walked customers through product usage, troubleshooting steps, and website navigation, offering clear and user-friendly guidance.

● Reviewed and updated customer account information, including billing inquiries, warranty details, and service changes.

● Contributed to onboarding by helping train new team members on support processes, communication standards, and tools.

● Managed and maintained the customer database with accurate, real-time updates to ensure data integrity and personalized service.

Sales and Marketing Representative

Blowplast Limited Nairobi, Kenya June 2020 – Dec 2021 Roles And Responsibilities:

● Promoted and sold Blowplast products to new and existing clients, contributing to business growth through effective acquisition and relationship management.

● Developed tailored sales strategies and product innovations by deeply understanding customer needs and collaborating with internal teams.

● Resolved customer issues promptly and coordinated with production teams to ensure timely, high-quality delivery of products.

● Analyzed market trends and competitor activity, preparing reports to support strategic decision-making and product development.

ICT Intern

Kenswitch Limited Nairobi, Kenya Oct 2018 – April 2019 Roles And Responsibilities:

● Configured and maintained office IT equipment and networks, assisting in system setup and troubleshooting to ensure smooth daily operations across departments.

● Supported cybersecurity efforts by routinely checking and upgrading firewall systems, helping protect company data and infrastructure from potential threats.

● Issued private label dual-interface cards through the Card Management System (CMS) for partner financial institutions, ensuring accuracy and secure data handling.

● Provided front-line IT support and SQL database assistance, improving response times and automating routine user tasks, which reduced manual processes by 30%. EDUCATION

Bachelors of Business Information Technology Kenya Methodist University 2015 - 2019 Kenya Certificate of Secondary Education St Joseph’s Secondary School 2009-2013 SKILLS

Technical Support & Troubleshooting, IT Operations, Customer Service Excellence, Issue Resolution & Escalation, Sales & Client Acquisition, Relationship Management, Cross-functional Collaboration, Communication & Interpersonal Skills, Problem Solving & Critical Thinking, Time Management & Prioritization, Adaptability in Fast-paced Environments, Conflict Resolution, Teamwork & Collaboration, Analytical Thinking, SLA Compliance & Ticket Management, Customer Retention Strategies, Training & Staff Mentorship, Multitasking & Organizational Skills. TOOLS

Microsoft Windows OS, SQL Server Management Studio, Atera Remote Support, CRM Systems (e.g., Salesforce, Zendesk), Card Management Systems (CMS). LANGAUGES

● English

● Swahili

REFEREES

Available upon request

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