Front Desk Customer Relationship

Results-driven and customer-focused professional with proven expertise in customer relationship management, ICT support, and front-office operations. Adept at resolving complex technical and service-related issues, enhancing client satisfaction, and ensuring seamless business operations. Skilled in troubleshooting, network equipment setup, and ICT systems maintenance, with a track record of improving service efficiency and supporting organizational growth. Committed to delivering high-quality solutions, building strong client relationships, and contributing to operational excellence in dynamic and fast-paced environments. HANNA KULOLA MSHAMBA

Mobile: +254-*********, Email: ***********@*****.*** CORE COMPETENCIES

Customer Relationship Management (CRM)

Front Desk and Reception Operations

Call Handling and Switchboard Operations

Complaint Resolution and Service Recovery

Product and Service Knowledge Presentation

Order Processing and Supply Coordination

Sales Support and Customer Onboarding

Data Entry and Customer Record Management

Internet Connectivity Troubleshooting

Technical Problem Escalation Procedures

Network Equipment Setup and Configuration

IT Systems Monitoring and Maintenance

Software Installation and Configuration

IT Asset Inventory Management

Data Backup and Recovery Procedures

ICT Policy Compliance and Data Protection

Vendor Liaison and Service Coordination

Documentation of IT Procedures and Guides

KEY PROFESSIONAL ACHIEVEMENTS

Successfully resolved over 95% of customer inquiries and complaints within the first point of contact at My WIFI Internet Providers, improving customer satisfaction and retention rates.

Assisted in the configuration and maintenance of over 50 ICT devices (servers, computers, routers, and peripherals) at Taita Taveta County ICT Department, ensuring uninterrupted network operations and system security.

PROFESSIONAL EXPERIENCE

My WIFI Internet Providers, (Mariakani Town), Kilifi County May 2024 - Dec 2024 Customer care/Receptionist

Duties and Responsibilities

• Respond to incoming calls and attend to visitors promptly and professionally.

• Provide accurate product and service information regarding available internet connection packages.

• Receive and process orders for networking supplies and ensure timely delivery.

• Offer product suggestions to meet client needs and improve customer satisfaction.

• Troubleshoot basic connectivity issues and escalate complex technical problems to the technical team.

• Address customer complaints courteously and follow up until resolution is achieved.

• Operate the switchboard to route incoming calls and place outgoing calls efficiently.

• Maintain and update customer service logs, inquiries, and feedback for reporting purposes.

• Support the sales team in processing new customer registrations and onboarding.

• Manage reception operations, ensuring a welcoming and organized front desk environment.

• Assist in preparing and distributing customer communication materials such as notices and service updates.

• Promote ongoing offers and packages to customers to drive sales and retention. Taita Taveta County ICT Department, Taita Taveta, Kenya Jan 2022 – June 2022 IT Assistant (Attachment)

Duties and Responsibilities

• Troubleshoot and resolve network failures to maintain uninterrupted service.

• Set up and configure peripherals such as printers, scanners, and projectors, ensuring functionality and security.

• Manage domain and email account registrations for staff.

• Regularly update software and perform patches on staff computers to enhance security.

• Monitor and ensure proper functioning of servers, computers, switches, routers, and related systems.

• Provide IT support and guidance to staff members on hardware, software, and network-related issues.

• Install software applications and operating systems on staff devices.

• Perform routine data backups and ensure disaster recovery systems are operational.

• Document IT procedures, troubleshooting steps, and system configurations for reference.

• Maintain an up-to-date IT asset inventory and track hardware usage.

• Assist in the setup and configuration of conference equipment for meetings and events.

• Collaborate with vendors for the procurement and servicing of IT equipment.

• Ensure compliance with ICT policies and data protection regulations. EDUCATION, PROFESSIONAL QUALIFICATIONS & TRAININGS

• Diploma in Information Technology Taita Taveta University, Taita Taveta, Kenya, 2021 - 2023

• Kenya Certificate of Secondary Education, Senior Chief Mwangeka High School, Taita Taveta, Kenya, 201c - 201S SKILLS AND PERSONAL QUALITIES

Trustworthy Good IT skills Good Organizational Skills Administrative Management Skills Ability to multitask Creativity and Innovation Problem-solving skills Team player written & verbal communication skills Good interpersonal skills Empathetic Flexible, open and dependable REFEREES

Mr. Gibran Mwadime

Director, ICT

Taita-Taveta County Government

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

Mr. Kelvin Gitonga

ICT Support Staff

Taita-Taveta County Government

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

Mr. Reuben Mwongela

Director

My WIFI Internet Providers

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

Contact this candidate