Denis Omondi

I am a Customer Support Specialist with over four years of experience in SaaS, fintech, and mobility industries. I specialize in delivering high-quality customer experiences, troubleshooting technical issues, and optimizing support workflows to improve efficiency. My passion lies in problem-solving, customer engagement, and leveraging technology to enhance service delivery.

Career Overview & Achievements

✔ Customer Support & Technical Assistance – Successfully managed high volumes of inbound support tickets (60+ daily at Yego Mobility), achieving a 95% first-contact resolution rate.
✔ Process Improvement – Analyzed customer feedback trends and implemented process enhancements, leading to a 15% reduction in recurring complaints.
✔ Multi-Channel Support Expert – Skilled in handling customer interactions via phone, email, live chat, and social media, ensuring seamless support experiences.
✔ CRM & Helpdesk Systems – Proficient in Salesforce, Zendesk, Freshdesk, and ServiceNow, streamlining ticket resolution and customer management.
✔ AI & Automation Enthusiast – Experienced in chatbot solutions like Intercom, Drift, and ChatGPT, improving response times and operational efficiency.
✔ Remote Collaboration & Teamwork – Adept at working with global teams via Slack, Microsoft Teams, and Zoom, fostering effective cross-functional collaboration.
✔ Customer Data Analysis & Reporting – Delivered detailed reports on customer trends, supporting data-driven decision-making.

Professional Experience

📌 Customer Support Specialist – Yego Mobility (2023 – Present)
📌 Customer Support Representative – Bet Lion Zumandu Limited (2019 – 2020)
📌 Administrative Agent (Remote) – Yopachris Consultancy (2022)
📌 Customer Care Representative – Vision Canada Immigration (2021)

Education & Certifications

🎓 Bachelor of Education (Guidance & Counseling) – Moi University (2015 - 2019)
📜 Google IT Support Professional Certificate (In Progress)
📜 HubSpot Customer Service Software Certification (2023)