Lav User
@lavuser1
I clean e-commerce product data and improve SaaS customer success operations.
KenyaWhat I'm looking for
I help e-commerce businesses turn messy product and inventory data into clean, platform-ready catalogs for faster launches and more confident inventory management.
At Inventory Planner by Sage, I've supported merchants across onboarding, integrations, API troubleshooting, inventory workflows, and customer success. I led Advanced CSV integration projects and helped customers standardize SKUs, variants, supplier spreadsheets, and CSV imports.
I've maintained 97% CSAT, achieved first response times under two minutes, and contributed to a 30% monthly reduction in technical escalations through API troubleshooting with Postman, Bruno, and Swagger.
I also migrated an internal knowledge base from ClickUp to Confluence, improved L1 support operations by 40%, and helped reduce churn by 70% across 10 Tier 3 accounts through account health checks and strategic reviews.
Experience
Work history, roles, and key accomplishments
▪ Conduct product training for existing and potential customers by understanding their business and capturing key requirements related to the software.
▪ Help to onboard new clients and clearly communicating the software’s solution, its practical use, and how it fulfills customers’ business needs.
▪ Providing on-demand technical support to customers needing higher personal interaction through tr
In this position, my main responsibilities and achievements are as follows:
Manage high-volume support queues while consistently maintaining a 97% CSAT score in the current quarter and achieving first response times under 2 minutes through efficient ticket prioritization, rapid troubleshooting, and proactive customer communication.
Led the successful migration of the entire internal Knowledge
I mainly offer high-level customer support by responding to tickets, making follow-up emails, escalating issues to the relevant departments as well as contributing to customer retention.
My self-driven, self-motivated and self-discipline attributes have seen me realize my weekly targets, achieve set KPIs thereby improving the customer satisfaction of my clients.
Marketing/ Digital Marketing Executive / Sales & Business Development Executive
Jan 2017 - Jul 2019 (2 years 6 months)
- Developing and implementing digital marketing strategies.
- Conducting effective market research for sales strategies, as well as to ascertain the companies brand awareness.
- Making cold calls, targeted email marketing to prospects.
- Contacting and building relevant business relationships with potential clients and eventually closing sales deals.
My professional background in Customer Support begun at Horizon Contact Centers. My main responsibilities were mainly providing support through the phone as an inbound call center agent assisting the customers to place orders online as well as making follow-up calls for order confirmation. I successfully maintained and surpassed the daily sales targets through upselling and cross-selling between t
Worked as Executive Management Assistant at Kenya Pipeline Company Limited.
Education
Degrees, certifications, and relevant coursework
Think Faster, Talk Smarter: Master Impromptu Speaking
Issued Jan 2026
Tech Career Skills: Effective Technical Communication
Issued Feb 2026
Forage
Deloitte Australia - Data Analytics Job Simulation
Issued May 2025
Africa Digital Media Institute - ADMI
Diploma, Digital Marketing / Online Advertising
2018 - 2018
-Media Planning
-Pay Per Click
-Search Engine Optimization
-Digital Marketing Fundamentals
-Google Advertising
-Social Media Management
-Content Creation/ Curation
Kenyatta University
Bachelor's degree, English Language and Literature/Letters
2013 - 2016
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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