Alice Gichuru
@alicegichuru
Customer-focused professional with extensive experience in technical support.
KenyaWhat I'm looking for
As a dedicated customer service and technical support professional, I have built a career on providing exceptional service and resolving complex issues across various platforms. My experience spans over a decade, during which I have honed my skills in troubleshooting, customer education, and effective communication. I take pride in my ability to connect with customers, ensuring their needs are met with a friendly and personable approach.
Currently, I work at Safaricom PLC, where I answer customer queries, resolve complaints, and educate users about our products. My previous roles at Smart Kenya Online and Tiana Communication Centre have equipped me with a strong foundation in technical support, allowing me to assist customers with banking transactions and international calls. I am proficient in using tools like Oracle and Zendesk, and I am passionate about leveraging my skills to enhance user experiences in the entertainment sector.
Experience
Work history, roles, and key accomplishments
Customer Service
Safaricom PLC
Apr 2018 - Present (7 years 1 month)
Responsible for answering customer queries, resolving complaints, educating customers on products, and selling company solutions. Also involved in writing technical customer service reports.
Technical Support and Customer Service
Smart Kenya Online / Dyna Calls
Nov 2013 - Dec 2017 (4 years 1 month)
Provided technical support and customer service, including typing and document preparation, handling banking transactions, and assisting international call customers.
Customer Service and Technical Support
Smart Cyber Cafe
Jan 2008 - Dec 2012 (4 years 11 months)
Handled customer service and technical support tasks, including typing, teaching computer skills, and managing banking transactions for international call customers.
Customer Service and Technical Support
Tiana Communication Centre
Jan 2003 - Dec 2006 (3 years 11 months)
Provided customer service and technical support, including typing, document services, and managing banking tasks for international call customers.
Education
Degrees, certifications, and relevant coursework
Masaai Technical Training Institute
Certificate, Secretarial Studies
2001 - 2003
Completed a Certificate in Secretarial Studies, focusing on administrative skills, typing, and office management.
Gitwe Girls Secondary School
Kenya Certificate of Secondary Education, Secondary Education
1997 - 2000
Achieved the Kenya Certificate of Secondary Education, covering a broad curriculum that prepared for further education.
Kagwe Primary School
Kenya Certificate of Primary Education, Primary Education
1988 - 1996
Completed primary education and obtained the Kenya Certificate of Primary Education, laying the foundation for future studies.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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