DO
Open to opportunities

Duncan Osore

@duncanosore

Customer support agent with expertise in AI prompt engineering.

Kenya

What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for growth in technical support and project management.

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

FR
Current

Prompt Engineer

Freelance

Nov 2023 - Present (1 year 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%.

BA

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 logoMK

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.

KS

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.

Tech stack

Software and tools used professionally

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Duncan Osore - Prompt Engineer - Freelance | Himalayas