Open to opportunities

Francis Waweru

@franciswaweru

Message

Customer service professional with 6.5 years' experience in technical support and project assistance.

Kenya

Message

What I'm looking for

I seek a role combining customer-facing support and technical project assistance where I can troubleshoot systems, train users, and improve customer experience while growing into broader project responsibilities.

I am a dynamic customer service and project support professional with 6.5 years of experience delivering technical support, user training, and stakeholder engagement to improve operational efficiency and customer satisfaction. I have a proven record of diagnosing system failures, conducting user acceptance testing, maintaining documentation, and supporting high-volume communications and revenue-focused campaigns.

At Kenya Revenue Authority I supported project execution and call-centre systems for up to 100 agents, managed change controls and daily issue logs, and gathered requirements for customer experience solutions. I combine strong communication, planning and technological awareness to drive adoption, resolve complex issues, and support business objectives.

Experience

Work history, roles, and key accomplishments

Current

Project Assistant

Current

Kenya Revenue Authority

Mar 2019 - Present (6 years 11 months)

Provided end-user and technical project support, conducting UAT, troubleshooting system failures, and maintaining project documentation to improve system reliability and operational efficiency.

User Acceptance Testing System Troubleshooting Documentation Stakeholder Engagement CRM Patch Management Training Issue Tracking

Cloud Worker

CloudFactory

Nov 2016 - Jan 2017 (2 months)

Met project output requirements for accuracy and speed, adhered to scheduled shifts, maintained confidentiality, and completed training to support data-labeling workflows.

Data Annotation Quality Assurance Time Management Confidentiality Remote Collaboration

Computer Technician

Advatech Office Supplies

Jun 2013 - Dec 2013 (6 months)

Installed and maintained hardware and cabling, performed user account setups and password resets, and provided in-person and remote technical support to end-users.

Cable Management Technical Support Troubleshooting

Customer Service Advisor

Kenya Revenue Authority

Executed taxpayer engagement and targeted campaigns to increase registrations and compliance, supported account management, and delivered accurate data for management reporting to boost revenue collection.

Customer Engagement Data Collection Account Management Phone Support Reporting CRM

Education

Degrees, certifications, and relevant coursework

Jomo Kenyatta University of Agriculture and Technology

Bachelor of Science, Information Technology

2010 - 2016

Completed a Bachelor of Science in Information Technology with coursework and projects focused on designing and implementing computer-based systems and e-commerce solutions.