Open to opportunities

Denis Omondi

@denisomondi1

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Experienced Customer Support Specialist with 4+ years in SaaS, fintech, and mobility industries.

Kenya

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What I'm looking for

I seek a role that values customer satisfaction and offers growth opportunities.

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)

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Yego Mobility

Jan 2023 - Present (2 years 4 months)

As a Customer Support Specialist at Yego Mobility, I resolved over 60 daily customer inquiries with a 95% resolution rate. I provided remote technical support for the Yego app, improving user satisfaction by 90%, and collaborated with global teams to address complex issues.

Customer Support CRM Platforms Remote Collaboration Problem Solving Data Analysis Time Management

Administrative Agent

Yopachris Consultancy

Jan 2022 - Feb 2022 (1 month)

As an Administrative Agent, I guided clients through visa applications with a 100% accuracy rate in data handling and liaised with government agencies to expedite processes, ensuring client satisfaction.

Communication Problem Solving Remote Collaboration

Customer Care Representative

Vision Canada Immigration

Jan 2021 - Jan 2022 (1 year)

In my position as a Customer Care Representative, I served as the primary remote contact for client inquiries, achieving high satisfaction ratings and resolving service issues efficiently, contributing to a 15% increase in upsell revenue.

Customer Care Problem Solving Upselling

Customer Support Representative

Bet Lion Zumandu Limited

Jan 2020 - Jan 2021 (1 year)

In my role as a Customer Support Representative at Bet Lion Zumandu Limited, I managed high-volume inquiries with a 98% resolution rate for technical issues. I also prepared reports on customer trends to support strategic decision-making.

Customer Support Reporting Problem Solving Data Analysis