RoseMary Abonyo
@rosemaryabonyo
Customer support and implementation professional driving onboarding success and process improvements.
KenyaWhat I'm looking for
I am a resourceful, tech-savvy customer support and implementation professional with over three years of hands-on experience delivering onboarding, troubleshooting, and customer success in fast-paced global environments.
I have a proven track record of managing multiple projects, improving service workflows, and providing user training with empathy and precision, including achieving a 95% customer satisfaction rate and reducing response times by 20% through cross-functional collaboration.
My technical strengths include CRM platforms (Zendesk, HubSpot, Freshdesk), POS and hardware setup familiarity, Google Workspace and Microsoft Office proficiency, and experience documenting issues and maintaining knowledge bases.
I thrive in remote and collaborative teams, prioritize clear communication and empathy, and am eager to contribute to onboarding and implementation teams that value customer empowerment and smooth technology adoption.
Experience
Work history, roles, and key accomplishments
Customer Support Agent
CCI Global
Jan 2022 - Jan 2025 (3 years)
Delivered high-quality customer service across phone, chat, and email achieving a 95% satisfaction rate; streamlined workflows with cross-functional teams to reduce response time by 20% and improved first-contact resolution.
Administrative Assistant
Adipo & Company Advocates
Jan 2021 - Jan 2022 (1 year)
Coordinated calendars, schedules, and reports and streamlined office systems to improve efficiency by 15%; supported IT operations, data entry, and prepared client-facing training materials.
IT Support Intern
Diamond Engineering Co. Ltd
Jan 2020 - Jan 2020 (0 months)
Provided technical support including hardware setup and basic network configuration, and documented system issues to contribute to the internal knowledge base.
Education
Degrees, certifications, and relevant coursework
MUMount Kenya University
Diploma in Information Technology, Information Technology
Diploma in Information Technology completed at Mount Kenya University, graduated August 2024.
Availability
Location
KenyaAuthorized to work in
Social media
Job categories
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