Open to opportunities

Victor Ingati

@victoringati

Message

Customer Support Specialist with expertise in fintech and digital banking.

Kenya

Message

What I'm looking for

I am looking for a role that fosters growth, values customer satisfaction, and encourages innovative problem-solving.

I am a customer-focused and adaptable Customer Support Specialist with extensive experience in digital banking, fintech, e-commerce, and mobile banking support. My proficiency in resolving complex technical issues and delivering exceptional service has been honed through years of hands-on experience in high-pressure environments. I am known for my proactive approach to problem-solving and my commitment to enhancing customer satisfaction.

In my current role as a BPM Subject Matter Consultant at Sygnia Consult, I have successfully analyzed and optimized workflows, collaborating with cross-functional teams to design and implement BPM strategies that increased productivity by 25%. My previous experience at Finserve Africa Ltd allowed me to achieve a 98% customer satisfaction rate by consistently delivering tailored solutions and resolving 90% of customer inquiries within SLA. I take pride in my ability to create detailed troubleshooting guides and FAQs, which have significantly reduced ticket volume.

Experience

Work history, roles, and key accomplishments

Current

BPM Subject Matter Consultant

Current

Sygnia Consult

Nov 2021 - Present (3 years 6 months)

Provided expertise in Business Process Management, optimizing workflows and increasing productivity by 25%. Delivered training on BPM tools and assisted clients in transitioning to modern BPM solutions.

Business Process Management Workflow Optimization Training Delivery Cross Functional Collaboration

Customer Support Representative – Fintech

Finserve Africa Ltd

Sep 2018 - Mar 2021 (2 years 6 months)

Provided end-to-end support for fintech products, achieving a 98% customer satisfaction rate. Utilized HP ITSM, Jira, and Zendesk to resolve technical challenges and improve response times.

Fintech Technical Troubleshooting Customer Satisfaction

E-commerce Customer Support Specialist

Jumia

Jan 2018 - Jul 2018 (6 months)

Assisted customers with order processing and platform navigation, leveraging Zendesk to manage inquiries. Contributed to a 15% increase in repeat customers through personalized support.

Order Processing Customer Engagement Zendesk

Mobile Banking Support Agent

Equity Bank Plc

Apr 2014 - Nov 2017 (3 years 7 months)

Guided users in troubleshooting mobile banking applications and conducted customer education sessions, increasing feature adoption by 20%. Maintained records using Jira.

Troubleshooting Customer Education Jira