Open to opportunities

dennis ochieng

@dennisochieng

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Customer Support & operations specialist turning data into faster resolutions.

Kenya

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What I'm looking for

I’m looking for a fast-paced role where I can combine customer support and operations with data-driven reporting. I want to improve response times, resolve issues, build dashboards/knowledge bases, and collaborate remotely to streamline workflows.

I’m a detail-oriented Customer Support & Operations Specialist with over 5 years of experience spanning procurement logistics, live chat support, freelance research, and executive partnership. I leverage digital tools—including Intercom, Microsoft 365, Google Workspace, and data analysis platforms—to resolve inquiries, streamline workflows, and improve operational efficiency.

I combine a CIPS-certified procurement background with strong remote collaboration skills in fast-paced, multi-tasking environments. I’m especially effective at translating complex data into actionable insights for decision-makers, whether that’s building dashboards, analyzing recurring issues, or shaping customer-facing processes.

In customer support, I managed high-volume live chat queues via Intercom, using macros and saved replies to deliver consistent, empathetic communication. I also created and maintained a knowledge base of 30+ FAQ articles, reducing repeat inquiries, and used weekly ticket data to identify trends and recommend product/process changes.

In operations and research, I’ve served as an Executive Partner for day-to-day client engagement and service delivery coordination, managing 20+ key accounts using CRM principles. As a Freelance Research & Data Analyst, I deliver 40+ in-depth research projects to international clients, building custom Excel tracking dashboards and using tools like ChatGPT and Microsoft Copilot to improve turnaround time.

Experience

Work history, roles, and key accomplishments

Current

Freelance Research & Data Analyst

Current

Self-Employed

Jan 2021 - Present (5 years 6 months)

Conducted 40+ research and data analysis projects for international clients across e-commerce, logistics, and market intelligence, delivering reports within strict deadlines. Managed client communications and built Excel tracking dashboards to monitor milestones and client satisfaction.

SurveyMonkey Excel Dashboard PowerPoint Slack Email Google Docs Version History Track Changes ChatGpt Microsoft Copilot

Executive Partner (Operations)

Athena

Jan 2025 - Jan 2026 (1 year)

Served as a strategic operational partner overseeing day-to-day client engagement, issue resolution, and service delivery coordination for a portfolio of 20+ key accounts. Implemented Trello workflows and produced weekly Excel Pivot Table performance reports for leadership.

HubSpot Salesforce Trello Excel Pivot Tables Microsoft Teams Zoom

Customer Support Specialist

Intercom

Jun 2023 - Dec 2024 (1 year 6 months)

Managed high-volume Intercom live chat queues by handling 50–80 customer inquiries daily and maintaining fast response times. Triaged and escalated technical issues, created an Intercom knowledge base, and analyzed ticket data using Excel to reduce complaint volume.

Intercom Live Chat Ticketing Macros Customer Support Knowledge Base Management Saved Replies Excel

Intern (Procurement & Logistics)

Jomo Kenyatta University (JKUAT)

Jun 2021 - Aug 2022 (1 year 2 months)

Supported the procurement and logistics team with vendor sourcing, purchase order processing, and inventory reconciliation. Maintained an Excel supplier database, assisted with tender/bid analysis, and collaborated with finance and stores using email and Google Workspace to streamline requisition-to-payment workflows.

Procurement Sourcing Purchase Order Processing Inventory Reconciliation Quality Assurance Excel Word Google Workspace Email

Store Management & Record Keeping

National Hospital Insurance Fund (NHIF)

Jan 2020 - Apr 2020 (3 months)

Managed store inventory of office supplies and equipment by maintaining digital stock records in Excel and conducting monthly stock audits. Supported customer and internal inquiries and improved retrieval through a color-coded filing system for requisition forms and delivery notes.

Inventory Management Stock Records Excel Stock Audits Customer Service Digital Filing Systems

Education

Degrees, certifications, and relevant coursework

Chartered Institute of Procurement & Supply (CIPS)

CIPS Level 2 Certificate, Procurement and Supply Chain Management

2021 -

Activities and societies: Ongoing professional certification aligned to global procurement and logistics best practices.

Pursuing a CIPS Level 2 continuing certification in procurement and supply chain management. Covers procurement and supply environments, contract administration, supplier relationships, and ethical sourcing.

Jomo Kenyatta University of Agriculture and Technology

Bachelor of Science, Procurement and Contract Management

2017 - 2023

Activities and societies: Focus areas included supply chain logistics, vendor management, and contract law.

Earned a BSc in Procurement & Contract Management with a focus on supply chain logistics, vendor management, and contract law. Coursework included strategic sourcing, inventory management, public procurement, and supply chain analytics.

Kanga High School

Kenya Certificate of Secondary Education (KCSE), Secondary Education

2013 - 2016

Grade: B+

Activities and societies: Served as Class Prefect and Captain.

Completed the Kenya Certificate of Secondary Education (KCSE) at Kanga High School. Achieved a mean grade of B+ and held leadership roles as Class Prefect and Captain.