Open to opportunities

ALEX NDEGWA

@alexndegwa

Message

Customer experience professional driving service excellence and problem resolution.

Kenya

Message

What I'm looking for

I am seeking a customer-focused role where I can improve journeys, resolve issues, drive product adoption, and grow in CX leadership.

I am a customer experience analyst with about three years' experience focused on onboarding, support, and improving customer journeys. I combine IT knowledge from a Bachelor in Business Information Technology with hands-on support roles to deliver consistent brand experiences.

At United Bank for Africa I manage onboarding, handle enquiries across social, chat, calls and email, use Freshdesk to track TAT and SLA, and collect customer feedback to improve CX and product adoption. I have supported agents and optimized training to increase satisfaction and retention.

My background includes roles in IT support, helpdesk and network configuration at organizations including Kenya Reinsurance, Savannah Informatics, Rick Office Solutions and Kenya Airports Authority, where I performed troubleshooting, hardware/software maintenance, and network cabling.

I bring strong communication, conflict and complaint resolution, critical thinking and problem-solving skills, plus experience with service desk tools and Microsoft/Google suites. I aim to join teams that value customer-centric service and measurable improvements in CX.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Expert

Current

United Bank for Africa

Jun 2023 - Present (2 years 7 months)

Manage onboarding, support, and customer success activities across channels, using Freshdesk ticketing to track TAT/SLA and improve customer journeys and product adoption.

Customer Experience Freshdesk Ticketing Systems Live Chat Support Social Media Support Inbound Calls Customer Feedback Analysis Onboarding

Customer Representative & Support

Rick Office Solutions

Nov 2019 - Feb 2021 (1 year 3 months)

Provided hardware and software support, performed configuration and maintenance of computers and peripherals, and assisted with network cabling and inventory management.

Software Configuration Inventory Management Customer Support

Graduate Trainee

Kenya Reinsurance Corporation

Jul 2019 - Sep 2019 (2 months)

Delivered Tier 1 helpdesk support, performed network configuration and CCTV/cable management as part of entry-level IT operations.

Help Desk Support Tier 1 Support Troubleshooting IT Operations

Customer Representative & IT Support

Savannah Informatics Ltd

Aug 2018 - May 2019 (9 months)

Provided customer-facing support and office administration, educated customers on new technology, and maintained Slade360 EDI while assisting clients through onboarding.

Customer Support Office Administration EDI Client Onboarding Customer Experience

IT Intern

Kenya Airports Authority

Jan 2016 - Apr 2016 (3 months)

Installed operating systems and software, set up computers and networks for new employees, and provided frontline support to IT staff and users.

OS Installation Desktop Support User Support Software Deployment

Education

Degrees, certifications, and relevant coursework

Jomo Kenyatta University of Agriculture and Technology

Bachelor of Business Information Technology, Business Information Technology

2014 - 2018

Bachelor of Business Information Technology covering IT fundamentals, database systems, project planning, information systems and information security.

Institute of Advanced Technology (I.A.T)

International Computer Driving License, Information Technology

2013 - 2013

Completed International Computer Driving License with modules in advanced word processing, spreadsheets, databases, presentations and IT security.

IKUU High School

Kenya Certificate of Secondary Education, Secondary Education

2009 - 2012

Kenya Certificate of Secondary Education with studies in sciences (Chemistry, Biology, Physics) and humanities (Geography, History & Government, Business Studies).