Brian Ochieng
@brianochieng7
Customer Experience Specialist delivering multichannel support and operations excellence, turning issues into automation and process improvements.
KenyaWhat I'm looking for
I’m a Customer Experience Specialist with 5+ years supporting professionals and businesses across chat, voice, and email in fast-paced, remote environments. I’m skilled in real-time issue resolution and CRM case management, and I stay composed under pressure while using sound judgment before escalating.
In my roles, I’ve owned end-to-end support: investigating and documenting cases in Zendesk, HubSpot, and Zoho CRM, troubleshooting independently, and partnering with engineering to fix recurring system errors. I also focus on onboarding and new-user enablement so customers get value quickly and consistently.
I bring an operations mindset to every workload. I identify recurring issue patterns and process gaps, then automate feedback and follow-up workflows using Zapier to improve response efficiency and strengthen support team consistency.
Beyond support, I’ve worked across web development and payment API integration with hands-on user guidance, plus IT and administrative support in a healthcare setting. I also have marketing leadership experience and AI training dataset labeling/QA review—skills that sharpen communication, attention to detail, and workflow throughput.
Experience
Work history, roles, and key accomplishments
Web Developer & Payment API Integrator
Worldrent
Jan 2025 - Present (1 year 6 months)
Provide documentation and hands-on user support for payment processing systems used by global clients. Troubleshoot backend and API issues independently, escalate complex technical faults, and support automation and integration testing to improve platform reliability.
Customer Success & Tech Support
Grabfleet Kenya
Jan 2024 - Jan 2025 (1 year)
Provided real-time, multichannel customer support (chat, voice, and email) to restaurants, drivers, and customers, resolving time-sensitive payment, app-performance, and account issues. Troubleshot platform problems independently and escalated to technical teams when needed, partnering with engineering to address recurring system errors and automating follow-up workflows with Zapier.
Performed high-accuracy data labeling and QA review for AI training datasets under strict quality standards. Collaborated with distributed teams to streamline review workflows and improve throughput.
Virtual Assistant & ICT Intern
Oasis Doctor's Plaza
Jan 2023 - Jan 2024 (1 year)
Managed patient appointments and billing inquiries and communicated with clients in a healthcare setting. Provided IT and administrative support to help keep clinic systems running smoothly for staff and patients.
Managed a remote marketing team by developing and executing digital marketing strategies across Meta platforms. Oversaw campaign analytics and engagement growth while scheduling content based on data-driven decisions.
Executive Assistant & Social Media
MumsVillage (now Malaica)
Jan 2018 - Jan 2022 (4 years)
Managed executive schedules, email correspondence, and CRM entries with accurate record-keeping. Oversaw brand communication and client relations across digital platforms as part of social media management.
Education
Degrees, certifications, and relevant coursework
Multimedia University of Kenya
Diploma, Electrical and Telecommunications Engineering
2018 - 2022
Completed a Diploma in Electrical and Telecommunications Engineering at Multimedia University of Kenya from 2018 to 2022.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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