Open to opportunities

Lawrence Mbanda

@lawrencembanda

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Dedicated Technical Support Specialist with IT and customer service expertise.

Greece

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What I'm looking for

I am seeking a role that values customer satisfaction and offers opportunities for growth in technical support.

I am a dedicated and adaptable professional with a strong background in IT and customer service. My journey began at Teleperformance in Greece, where I honed my skills as a Customer Service Representative. I quickly transitioned to a Technical Support Specialist role at Instacart, where I resolved software issues and maintained the Agent Knowledge Base. My commitment to customer satisfaction and technical excellence has been a driving force in my career.

Throughout my experience, I have developed a proficiency in CRM tools such as Zendesk and Salesforce, which has enabled me to effectively troubleshoot technical issues and support users. I take pride in my ability to communicate clearly and train new agents, contributing to the successful implementation of new CRM software. My hands-on experience with 3D technologies further enhances my skill set, allowing me to deliver high-quality visual assets and user-friendly documentation.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Specialist

Current

Instacart

Sep 2023 - Present (1 year 9 months)

Promoted from Customer Support Representative to Technical Support Specialist, resolving software issues and maintaining the Agent Knowledge Base. Trained new agents and contributed to the implementation of new CRM software.

Technical Support Zendesk Salesforce CRM User Training Troubleshooting Customer Satisfaction Communication Software Testing

Graphic Designer

Tricomp International

Dec 2022 - May 2023 (5 months)

Designed high-quality visual assets using 3D modeling software and editing tools. Created user-friendly tutorials and documentation to enhance client onboarding and satisfaction.

3D Modeling Blender Graphic Design Client Communication Project Delivery Adobe Dimensions

Customer Service Representative

Teleperformance

Jan 2018 - Aug 2019 (1 year 7 months)

Delivered multichannel support addressing technical issues and product inquiries. Worked independently in a remote environment for over two years using Zendesk to track and document issues.

Customer Support Zendesk Technical Troubleshooting Remote Work Issue Tracking Documentation Customer Engagement

Education

Degrees, certifications, and relevant coursework

Falmouth University

User Experience Design

2022 - 2024

Engaged in User Experience (UX) Design, conducting troubleshooting, testing, and issue resolution to improve product functionality and customer experience.

Moi University

Bachelor of Science, Informatics

2017 - 2022

Studied Informatics, focusing on technical support and customer service. Delivered multichannel support via email, chat, voice, and video, addressing technical issues, product guidance, and sales inquiries.