Open to opportunities

SAMWEL KISEKWA

@samwelkisekwa

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Experienced Technical Support professional with a strong customer service background.

Zimbabwe

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What I'm looking for

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

I am a dedicated Technical Support professional with over 8 years of experience in customer service and technical troubleshooting. My journey has equipped me with the skills to diagnose software issues effectively and guide users through troubleshooting processes. I have a proven track record of enhancing customer satisfaction, as demonstrated by my leadership role at Lawton Lighthouse, where I led initiatives that resulted in a 12% improvement in CSAT scores.

Throughout my career, I have honed my expertise in various technical environments, including Windows, macOS, and Linux. My proficiency in ticketing systems like Zendesk and Jira has allowed me to manage customer interactions efficiently while documenting resolutions to create knowledge base articles. I am passionate about providing exceptional support and continuously seek to improve processes to enhance user experience.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Team Lead

Current

Lawton Lighthouse

May 2023 - Present (2 years 1 month)

Leading a team to deliver Tier 1 technical support across multiple channels. Improved customer satisfaction scores by 12% through effective coaching and documentation. Responsible for monitoring SLAs and creating knowledge base articles.

Technical Support Customer Satisfaction Zendesk Ticketing Systems Coaching Documentation SLA Communication Troubleshooting

Customer Service Representative

Majorel

Oct 2022 - Oct 2023 (1 year)

Provided real-time assistance for product usage and technical error resolution. Collaborated with escalation teams and utilized Zendesk for tracking customer interactions.

Technical Support Customer Service Zendesk Troubleshooting Incident Management Communication CRM Systems Problem Solving

Customer Service Representative

Metro by T-Mobile

May 2022 - Oct 2022 (5 months)

Resolved customer inquiries related to mobile service issues and ensured high satisfaction levels. Achieved first-contact resolution using scripts and knowledge base procedures.

Customer Service Technical Support CRM Systems Problem Solving Communication First Contact Resolutions Documentation

Customer Service Associate

Bubbly Management Group

Jan 2020 - May 2022 (2 years 4 months)

Facilitated customer onboarding and provided post-implementation support. Managed technical documentation and addressed customer queries effectively.

Customer Onboarding Technical Support Documentation Problem Solving Communication Support Management

Services & Facilities Executive

Kava Hybrid Agency

Sep 2017 - May 2019 (1 year 8 months)

Managed client service requirements and escalated technical issues. Oversaw inventory and implemented workflow improvements for better incident response.

Client Management Technical Support Inventory Management Incident Response Communication Escalation Management