Experienced IT Support & Customer Service Specialist

Oscar Opata

Nairobi, Kenya +254-***-***-*** ************@*****.***

PROFESSIONAL SUMMARY

Results-driven Customer Service Representative and IT Professional with over 10 years of experience delivering exceptional client support across BPO, healthcare, and technology sectors. Proficient in leading CRM platforms including Salesforce, Zendesk, and Freshdesk, with a strong track record of resolving complex customer inquiries, managing multi-channel communications, and improving customer satisfaction metrics. Skilled in data entry, order management, account administration, and cross-functional collaboration. Adept at ERP and HIS system implementation with excellent written and verbal communication skills in English and Swahili. CORE COMPETENCIES

Customer Relationship Management (CRM) Zendesk Salesforce Freshdesk Multi-Channel Support

(Phone, Email, Chat) Complaint Resolution Order Processing Account Management Data Entry & Record Keeping SLA Adherence Customer Feedback Analysis ERP & HIS Systems Network Troubleshooting Microsoft Office Suite Active Listening PROFESSIONAL EXPERIENCE

Customer Service Representative

Techno Brain BPO ITES Ltd, Nairobi March 2014 – March 2017

• Managed high-volume inbound and outbound customer interactions via phone, email, and live chat, consistently achieving first-call resolution rates above 90%.

• Utilised CRM platforms (Zendesk and Salesforce) to log, track, and resolve customer inquiries, ensuring accurate and up-to-date records.

• Processed orders, handled account management requests, and resolved billing and technical issues within defined SLA timelines.

• Identified customer pain points and escalated complex issues to relevant departments, reducing average handling time by 15%.

• Collected and analysed customer feedback to provide actionable insights that improved service delivery and product knowledge resources.

• Developed and maintained internal FAQs and knowledge base articles to support team efficiency and consistent responses.

• Trained and mentored two new customer service agents on CRM tools, company processes, and communication best practices.

• Recognised as top-performing agent for three consecutive quarters based on customer satisfaction (CSAT) scores.

IT Support Engineer

Bliss GVS Health Care Ltd, Nairobi March 2017 – March 2024

• Provided first and second-line technical support across multiple clinic locations, resolving hardware, software, and network issues.

• Implemented and administered ERP and HIS systems, delivering hands-on training to clinical and administrative staff.

• Managed user accounts, access controls, and maintained server uptime to ensure continuity of operations.

• Installed and maintained LAN networks, CCTV systems, and configured operating systems and business applications.

Computer Technician

Computer Direct Ltd, Mombasa February 2011 – September 2015

• Delivered desktop support, software installation, and LAN/Wi-Fi configuration for business clients.

• Performed hardware maintenance and repair on desktops and laptops.

• Produced detailed weekly performance and maintenance reports for management review. EDUCATION

Diploma in Information Technology

Mombasa Polytechnic January 2010 – November 2012 Grade: Credit KCSE Certificate

St. Mathias High School January 2004 – December 2007 Grade: C Plain TECHNICAL & PROFESSIONAL SKILLS

• CRM Tools: Zendesk, Salesforce, Freshdesk

• Microsoft Office Suite: Word, Excel, PowerPoint, Outlook

• Customer Support: Multi-channel (Phone, Email, Live Chat), Complaint Handling, SLA Management

• Data Entry & Management: CRM data logging, record keeping, reporting

• ERP & HIS Systems Implementation and Training

• Network Setup, Configuration & Troubleshooting (LAN/Wi-Fi)

• System Installation, Configuration & Maintenance

• CCTV Installation & Technical Support

LANGUAGES

English (Fluent) Swahili (Fluent)

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