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fredie matonya

@frediematonya

Customer Support & Operations Specialist at Spinners Web Kenya, improving complaint resolution time by 25% through streamlined support processes.

Kenya

Message

At Spinners Web Kenya, I lead day-to-day back office operations for US-based clients and support hospitality and tourism clients with orders, inquiries, and fulfillment. I reduced customer complaint resolution time by 25% through streamlined support processes.

I also manage vendor coordination and inventory records using QuickBooks, and prepare operational reports in Microsoft Excel. My work helped maintain 100% accuracy in inventory records and QuickBooks transaction processing.

At Jubilee Insurance, I diagnosed and resolved 150+ IT issues in a three-month contract, with a 95% first-contact resolution rate. I also documented resolutions in a centralized knowledge base that reduced repeat incidents.

Experience

Work history, roles, and key accomplishments

Customer Support & Operations Specialist

Spinners Web Kenya

Sep 2022 - Jul 2026 (3 years 10 months)

Led day-to-day back office operations, supervised team members, and coordinated administrative activities for US-based clients. Managed vendor relationships, inventory, and customer inquiries, achieving 100% on-time service delivery and a 95% customer satisfaction rate.

Customer Support Operations Coordination Vendor Management Inventory Management Quickbooks Excel Order Processing Procurement IT Support Team Leadership

IT Help Desk & Technical Support Specialist

Jubilee Insurance

Oct 2021 - Dec 2021 (2 months)

Diagnosed and resolved 150+ IT issues within a 3-month period, reducing downtime and increasing employee productivity. Provided real-time troubleshooting for network and system errors and delivered technical assistance through in-person and remote channels.

IT Support Troubleshooting Network Connectivity Software Installation Remote Support Knowledge Base Management Windows Administration Active Directory

Customer Support & Sales Representative

Devkan Enterprise

Oct 2020 - Dec 2020 (2 months)

Managed customer delivery queries and resolved issues, increasing satisfaction rates and reducing order complaints. Promoted new product launches through targeted field events and developed long-term client relationships.

Customer Support Sales Customer Relationship Management Digital Communication Product Launch Complaint Resolution

Data Entry & Administrative Support Attaché

African Conservation Center

Jul 2018 - Oct 2018 (3 months)

Supported data entry, verification, and record management activities, ensuring accuracy and confidentiality. Assisted in preparing reports and spreadsheets using Microsoft Excel and performed data validation to minimize errors.

Data Entry Records Management Excel Data Validation Administrative Support Attention To Detail