Open to opportunities

Samuel Amisi

@samuelamisi

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Technical Support and Customer Experience specialist driving service excellence and operational efficiency.

Kenya

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What I'm looking for

I seek a role where I can apply technical support and customer experience expertise, drive process improvements, and grow into leadership while working in a collaborative, goal-driven environment.

I am a results-oriented Technical Support & Customer Experience specialist with 6+ years in customer service, IT support, and e-commerce operations across telecommunications, BPO, and retail sectors. I consistently deliver high customer satisfaction, streamline workflows, and resolve complex connectivity and platform issues.

I excel at multichannel support, CRM/ticketing systems, and process optimization, having improved conversion rates, reduced resolution times, and implemented network monitoring to cut downtime. I bring strong communication, troubleshooting, and collaboration skills to ensure reliable service delivery and measurable performance improvements.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Specialist

Current

Azanet Internet Solutions

Mar 2025 - Present (9 months)

Delivered multi-channel technical support to 100+ clients weekly with same-day resolution in 90% of cases, coordinated installations and service activations, and increased lead-to-customer conversion by 15%.

Technical Support CRM Ticketing Systems Customer Onboarding Billing Operations Troubleshooting

Customer Support Agent

Aventus BPO LLC

Mar 2022 - Jan 2025 (2 years 10 months)

Resolved 80+ support tickets daily via Gorgias and Zendesk for global e-commerce clients, maintained 95% customer satisfaction, and improved team efficiency by 20% through workflow automation.

Gorgias Zendesk Shopify Order Management Automation Customer Satisfaction Data Analysis

Customer Service Representative

Horizon Contact Center

Oct 2020 - Jan 2022 (1 year 3 months)

Handled 150+ daily customer inquiries, managed payment and outage issues via CRM systems, and improved onboarding efficiency by 25% through training new agents.

CRM Ticketing Systems Customer Support Training Quality Assurance

Sales Representative

Red Star International Limited

May 2019 - Jul 2020 (1 year 2 months)

Developed merchandising and inventory strategies that increased sales by 15%, managed promotions and pricing, and built lasting retail client relationships.

Sales Merchandising Inventory Control Promotion Client Relationship Management Pricing Strategy Retail Operations

Computer Lab Supervisor

University of Nairobi

Jan 2013 - Dec 2015 (2 years 11 months)

Managed computer lab operations for 200+ daily users, administered Linux server accounts, implemented network monitoring that reduced downtime by 30%, and led digital literacy workshops.

Linux Administration Troubleshooting User Support Workshops

Education

Degrees, certifications, and relevant coursework

University of Nairobi

Bachelor of Commerce, Business Information Systems

Activities and societies: Member, Business Information Systems Association (2013–2016); Computer Laboratory Supervisor (Jan 2013–Dec 2015)

Completed a Bachelor of Commerce with emphasis on Business Information Systems, combining commerce and IT principles to support business technology needs.