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Bedan Thuo

@bedanthuo

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Customer Support Specialist at Influx/Clipboard Health who supported mobile app users and improved client email macros.

Kenya

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What I'm looking for

I’m looking to use my customer-facing experience and information technology skills to deliver strong customer support, foster brand loyalty, and create positive customer experiences.

At Influx/Clipboard Health, I responded to emails, chats, and calls from mobile app users, collected information for account setup and payment processing, and escalated complex issues. I also assisted with creating and improving email macros.

At CCI Kenya/Shutterfly Inc., I helped customers resolve issues and choose promotions for their orders. At Faulu Microfinance Bank, I supported clients with loan and fixed deposit inquiries, document checks, loan follow-ups, and customer care.

At Livekind Kibera, I supervised social workers responding to sexual and gender-based violence and conducted community sensitization. I also worked as a Volunteer Social Worker at Wellness Compassion Kenya, providing emergency response and connecting survivors with relevant support institutions.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Influx/Clipboard Health

Jun 2022 - Sep 2023 (1 year 3 months)

Responded to emails, chats, and phone calls to resolve issues for mobile app users linking healthcare professionals to facilities. Collected client information, made outbound calls, supported new hires, and escalated complex issues.

Zendesk Intercom Five9 Slack Google Workspace Microsoft Office Salesforce Genesys Metabase Customer Support Troubleshooting Onboarding

Customer Support Specialist

CCI Kenya/Shutterfly Inc.

Oct 2021 - May 2022 (7 months)

Received calls and chats to assist customers with issues, provided solutions on promotions, and offered further assistance to ensure customer satisfaction.

Customer Support Communication Skills Problem Solving Zendesk Intercom Five9 Slack Google Workspace Microsoft Office Salesforce Genesys Metabase

Volunteer Social Worker

Wellness Compassion Kenya

Aug 2021 - Mar 2022 (7 months)

Sought survivors of sexual and gender-based violence in Kibera slums, reported cases to authorities, offered emergency response, and distributed donations to marginalized persons.

Emergency Response Case Reporting Community Outreach Empathy Communication Skills

Social Worker

Livekind Kibera

May 2020 - Aug 2021 (1 year 3 months)

Supervised a team of social workers in emergency response, conducted door-to-door sensitization against gender-based violence, and filed daily and weekly operation reports.

Team Leadership Supervision Reporting Community Outreach Emergency Response

Direct Sales Representative and Customer Care Officer

Faulu Microfinance Bank

Apr 2019 - Aug 2019 (4 months)

Prospected potential clients for loans and fixed deposit accounts, collected KYC information, initiated loan disbursal processes, and handled customer care duties including troubleshooting complaints.

Sales Customer Service KYC Loan Processing Troubleshooting Communication Skills