Open to opportunities

Scholastica Njoroge

@scholasticanjoroge

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Self-motivated professional passionate about Technical Support and Data Management.

Kenya

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What I'm looking for

I seek a challenging role in a dynamic environment that fosters growth and innovation.

I am a dedicated professional with a strong background in Technical Support and Data Management. My journey began with a Bachelor of Science in Computer Science, where I graduated with upper division honors. Over the years, I have honed my skills in data analysis, customer support, and system implementation, working with various organizations to enhance their operational efficiency and customer satisfaction.

Currently, I serve as a Remote Customer Support Agent at Influx, where I excel in troubleshooting and resolving client issues, consistently achieving high customer satisfaction scores. My previous roles have equipped me with a robust understanding of data analytics, sales reporting, and system support, allowing me to contribute effectively to organizational goals. I am passionate about leveraging technology to meet the evolving needs of businesses and am always eager to learn and grow in dynamic environments.

Experience

Work history, roles, and key accomplishments

Current

Remote Customer Support Agent

Current

Influx

Aug 2021 - Present (3 years 10 months)

Troubleshooted and resolved client issues via live chat, maintaining high customer satisfaction and quick response times. Delivered consistently high-quality customer support experiences across all Influx channels, communicating effectively via email, chat, and voice.

Live Chat Support Customer Satisfaction Troubleshooting Email Communication Team Coordination

S&CM Assistant / Sales Analyst

Beiersdorf

Dec 2020 - Aug 2021 (8 months)

Tracked and reported KPIs, generating insights from direct and indirect business sales data. Managed sales incentives, customer loyalty programs, and price tracking across markets. Oversaw promotion management, planning, execution, and budget.

KPI Tracking Sales Analysis Data Reporting Promo Management Customer Relationship Management Budget Management

Group Data Analyst & Staff Training

ToplineGroup

Sep 2019 - Dec 2020 (1 year 3 months)

Analyzed sales trends, market share, and promo ROI for various principals using statistical techniques. Managed the Online Reporting App SalesDesk and developed data collection systems. Identified and interpreted trends in complex datasets, ensuring data quality.

Data Analysis Statistical Techniques Sales Reporting Data Collection Data Cleaning Process Improvement Research

System Implementation, Support Engineer and Data Analyst

COM 21 Under JKUAT POSITIVO BGH CONSORTIUM

May 2016 - Aug 2019 (3 years 3 months)

Coordinated county-based teacher training workshops and managed field technician placement for system implementation. Provided end-user support, troubleshooting tablets and laptops, and managed data for ICT activities. Prepared, analyzed, and visualized weekly and monthly evaluation reports for the project.

System Implementation Technical Support Data Analysis Database Management Project Coordination Training

Communication System Technician

Tusqee Systems Ltd / Sematime

Jan 2016 - May 2016 (4 months)

Customized and installed SEMATIME communication software using PHP to meet client needs. Provided technical support to schools with installed systems. Performed data analysis and presentation to management for decision-making.

PHP Communication Technical Support Data Analysis Web Development

System Developer, Designer & Technician

Gardenview Education Centre

Feb 2014 - Nov 2015 (1 year 9 months)

Designed and implemented the school's inventory and student database systems. Trained teachers and pupils on the effective use of the developed systems.

System Design Inventory Management Student Database User Training Technical Support

ICT Support Intern

United States International University (USIU)

Jan 2013 - Apr 2013 (3 months)

Conducted end-user support and managed ICT helpdesk operations, assisting users with various forms of desktop support remotely and telephonically. Provided support for Windows Servers, Microsoft Active Directory, and workstation migrations from Windows XP to Windows 7.

User Support Windows Server Active Directory Workstation Migration Troubleshooting

Education

Degrees, certifications, and relevant coursework

Muhu Secondary School

Kenya Certificate of Secondary Education, General Studies

Grade: A-

Completed secondary education with a strong academic performance.

Strathmore University

Certificate, Business Intelligence Analytics

Completed a certificate program in Business Intelligence Analytics, focusing on Big Data Analytics.

Strathmore University

Certificate, IoT & Machine Learning

Obtained a certificate in IoT (Internet of Things) & Machine Learning.

Modcom & IBM

Certificate, Data Science

Earned a Certificate in Data Science.

Meru University of Science and Technology

Bachelor of Science, Computer Science

Grade: 2nd Class honors, Upper Division

Activities and societies: Young Enlightened Sisters Association (Founding President), Nijali Foundation: Mental Health Awareness, Peer Counseling Club, Creative Arts Club, Christian Union, Students’ Elections Electoral Commission, Students’ Constitution Amendment Commission

Graduated with Second Class Honors, Upper Division. The curriculum focused on core computer science principles and applications.