Kelvin Mwai
@kelvinmwai
Dedicated Customer Support Specialist with a passion for tech solutions.
What I'm looking for
I am a dedicated and proactive professional with extensive experience in technical support, customer success, and virtual assistance. My journey has been marked by a commitment to fostering inclusive and engaging workplace cultures that enhance team well-being and growth. I am passionate about leveraging my strong interpersonal, organizational, and creative skills to excel as a Customer and Tech Support Specialist.
In my recent role as a Technical Customer Support Specialist, I provided high-level support to executives, improving productivity by 20% and enhancing communication for virtual meetings. My ability to craft engaging social media content led to a 10% increase in follower engagement. I pride myself on maintaining meticulous records and managing CRM systems that streamline decision-making processes.
Previously, as a Customer Success Manager, I collaborated with cross-functional teams to resolve client-facing tech issues, achieving a 95% client satisfaction rate. My analytical skills helped drive a 10% increase in upsell opportunities, while my mentorship of junior team members fostered a collaborative environment that exceeded client expectations. I am excited to bring my expertise to a new role where I can continue to make a positive impact.
Experience
Work history, roles, and key accomplishments
Technical Customer Support
Freelance
Jun 2021 - Present (4 years 1 month)
Provided high-level support to executives by managing inboxes and calendars, prioritizing critical tasks, and improving productivity by 20%. Coordinated and facilitated virtual meetings on Zoom and Slack for executives, preparing agendas and PowerPoint slides, ensuring seamless communication for up to 40 participants.
Technical Customer Support Assistant
Sakarm Kenya Ltd
Jun 2022 - Jul 2024 (2 years 1 month)
Developed and resolved customer technical issues and complaints, achieving an average customer satisfaction score of 92% across 500+ monthly interactions. Developed and documented knowledge base content for customers, reducing query resolution time by 25% and improving self-service adoption.
Customer Success Manager
Pamoja Solutions
May 2021 - Apr 2022 (11 months)
Collaborated with HR and technical support teams to resolve client-facing tech issues, reducing resolution time by 20% through streamlined communication channels. Facilitated bi-weekly meetings with technical support and sales teams to align on client needs, improving cross-departmental project execution by 15%.
Education
Degrees, certifications, and relevant coursework
Microsoft
Certificate, AI Career Essentials
2025 - 2025
Completed the AI Career Essentials program, focusing on fundamental concepts and applications of Artificial Intelligence. Gained insights into AI's role in career development and industry.
Institute of Software Technologies
Diploma, Software Development
2023 - 2024
Completed a Diploma in Software Development, focusing on programming principles and software creation. Acquired practical skills in various aspects of software development.
Cooperative University of Kenya
Diploma, Business Information and Technology
2020 - 2023
Studied Business Information and Technology, gaining foundational knowledge in business processes and information systems. Developed skills relevant to the intersection of business and technology.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Website
kevmwai.pages.devJob categories
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