Linda Mbugua

I am a technically proficient and customer-focused Support Analyst with over 7 years of experience in IT support, software QA, and customer service operations. My proven ability to troubleshoot complex issues and provide Tier 1–2 technical assistance has consistently optimized customer satisfaction. I am adept with support tools including Zendesk, Sticky IO, and Salesforce, and I am committed to delivering high-quality solutions through detailed documentation, collaboration, and continuous learning.

In my current role as a Call Center Quality Analyst at ROBS, I monitor up to 180 calls per week to assess compliance, service quality, and tech issue resolution. My proactive coaching and feedback have improved first-call resolution by 38%. Previously, I worked as a Software Quality Analyst at Systech Africa, where I provided L1 and L2 software support, diagnosed bugs, and conducted vulnerability testing. My experience also includes managing customer service operations and administrative tasks in various roles, ensuring seamless service delivery and team performance.