Open to opportunities

elvis juma

@elvisjuma

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Customer support and technical specialist driving process improvements and clear technical communication.

Kenya

Message

What I'm looking for

I seek a role where I can improve customer experience through technical communication, process optimization, and cross-functional collaboration, with opportunities for growth.

I am a results-driven customer support and technical specialist with over three years' experience in telecommunications and banking, skilled at translating complex technical information into clear, user-focused content and training. I have a track record of analyzing customer feedback and technical data to uncover actionable insights and improve service processes.

I excel at delivering client education, optimizing workflows to reduce wait times and call handling, and using tools like HubSpot, Microsoft Office, Grammarly, and ChatGPT to enhance efficiency and accuracy. My achievements include reducing wait times by 15%, cutting average call handling time by 20%, and contributing to measurable sales uplifts through improved objection-handling and communication strategies.

Experience

Work history, roles, and key accomplishments

Sales and Marketing

ASAP Tickets

May 2025 - Aug 2025 (3 months)

Reduced average call handling time by 20% and implemented an objection-handling framework that cut lost sales opportunities by 12%, contributing to a 5% increase in overall sales.

Sales Objection Handling Active Listening Performance Improvement KPI Tracking

Customer Service Associate

Equity Bank Kenya

Jan 2020 - Dec 2023 (3 years 11 months)

Explained banking products to clients, prepared customer insight reports, and optimized internal service processes to reduce wait times by 15%, enhancing operational efficiency and customer satisfaction.

Customer Service Data Compilation Process Optimization Client Communication Stakeholder Management Accuracy

Customer Support & Technical Specialist

Safaricom PLC

Jan 2020 - Dec 2023 (3 years 11 months)

Authored client training and support documentation, translated complex technical information into user-friendly content, and analyzed customer feedback to identify issues and opportunities that improved service clarity and engagement.