Open to opportunities

FRIDAH KIOKO

@fridahkioko

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Customer-focused computer scientist skilled in software development, technical support, and customer satisfaction.

Kenya

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What I'm looking for

I am seeking a technical role combining customer support and software development where I can improve service quality, mentor teams, and grow with a collaborative, learning-focused company.

I am a computer scientist with a background in customer service and software development, experienced in Python, C++, PHP, web technologies, and database management. I combine technical skills with strong client relationship management to deliver reliable support and improve service experiences.

Across roles at Ecom Services Limited, Calltronix Kenya Limited, and Technobrain, I provided technical support, analyzed customer feedback, and streamlined processes to boost satisfaction and retention. I have hands-on experience building frontends, debugging, testing, and contributing to projects using frameworks such as CodeIgniter and Laravel.

I am proactive about continuous learning and collaboration, having completed a final-year facial recognition project in Python and a web clearance system in PHP/Laravel. I aim to apply my blend of technical and customer-facing expertise to roles that prioritize service quality, product improvement, and cross-functional teamwork.

Experience

Work history, roles, and key accomplishments

Customer Satisfaction Associate

Ecom Services Limited

Jun 2023 - May 2025 (1 year 11 months)

Fostered client relationships for online dating, social networking, and e-commerce platforms, provided technical support and troubleshooting, and analyzed customer feedback to improve service delivery and satisfaction.

Customer Support Technical Support Troubleshooting AWS Google Cloud Windows Linux Customer Feedback Analysis

Customer Service Executive

Calltronix Kenya Limited

Oct 2021 - May 2023 (1 year 7 months)

Handled inbound customer calls, resolved issues to ensure retention and satisfaction, met SLA targets and maintained a customer service quality score above 90% while recommending process improvements.

Inbound SLA Management Customer Retention Documentation Process Improvement

Customer Service Executive

Technobrain

Jul 2020 - Mar 2021 (8 months)

Managed incoming customer calls, provided technical troubleshooting and support, documented interactions, and collaborated with teams to escalate and resolve complex issues while meeting quality standards.

Technical Support Escalation Management Documentation Team Collaboration Product Training Customer Satisfaction

Internship Trainee

Electra Software Limited

Mar 2019 - Sep 2019 (6 months)

Assisted in frontend development using PHP and CodeIgniter, participated in project presentations, conducted testing and debugging, and contributed to documentation and deployment activities.