Duncan Osore
@duncanosore
Customer support agent with expertise in AI prompt engineering.
KenyaWhat I'm looking for
I am a customer-centric professional with a Bachelor's degree in Business Information Technology and over two years of experience in customer service and technical support within the finance and e-commerce sectors. My background includes a strong focus on AI prompt engineering, where I have successfully analyzed and refined AI prompts based on client feedback, enhancing content quality and increasing client engagement by 25%.
In my previous role as a Customer Service Representative at BBB Media Agency, I demonstrated a strong commitment to customer satisfaction by responding promptly to inquiries and collaborating with cross-functional teams to resolve customer complaints. My proficiency in CRM software such as Zendesk, HubSpot, and Zoho has allowed me to manage customer support and billing requests effectively, ensuring a seamless experience for clients. I am proactive, detail-oriented, and dedicated to exceeding customer expectations.
Experience
Work history, roles, and key accomplishments
Prompt Engineer
Freelance
Nov 2023 - Present (2 years 7 months)
Analyzed and refined AI prompts based on client feedback and performance metrics tracked in HubSpot and Zoho. Enhanced content quality and increased client engagement by 25%.
Customer Service Representative
BBB Media Agency
Feb 2022 - Nov 2023 (1 year 9 months)
Responded promptly to customer inquiries via email and online tools, ensuring accurate and helpful assistance. Handled back-office tickets and provided 24/7 online inquiry and email reply services. Collaborated with cross-functional teams to address customer complaints and maintain positive relationships.
Education
Degrees, certifications, and relevant coursework
Multimedia University of Kenya
Bachelor of Business Information Technology, Business Information Technology
2017 - 2021
Studied Business Information Technology with a focus on IT and Project Management. Developed skills in data analysis, customer support, and technical troubleshooting.
Kalulini Boys’ High School
Kenya Certificate of Secondary Education, General Studies
2010 - 2013
Grade: B+
Completed secondary education with a focus on general studies, achieving a KCSE grade of B+. Developed foundational skills in various subjects.
Availability
Location
KenyaAuthorized to work in
Job categories
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