Beatrice Mburu

Customer support specialist with 3+ years in the technology space and 2+ years in customer facing roles. Highly adept in de-escalating conflict and troubleshooting. Exhibits excellent organizational and problem-solving skills. Works well in teams and displays a strong work ethic.

Ongair, Nairobi, Kenya — Customer Support Specialist(Remote)
JAN 2019 - PRESENT
Resolved an average of 10 client inquiries daily via phone calls, emails, LiveChat and social media direct messages exceeding targets consistently.
Achieved 50% customer retention by providing excellent customer support to clients.
Achieved 97% average customer satisfaction rate to date, surpassing the team goal by 10%.
Collaborated with software developers to come up with solutions based on client requests.
Documented all the latest features developed by the technical team.

Ongair, Nairobi, Kenya — Software Developer
JUNE 2018 - DEC 2018
Integrated code changes and test code changes to the Ongair code base.
Debugged client issues using my knowledge in Full Stack Web Development,Git and Chrome Developer Tools.

Gertrude’s Children Hospital, Nairobi, Kenya — Technical  Support Specialist
FEB 2016- APRIL 2016 PRESENT
Resolved an average of 10 calls an hour from software users within the hospital.
Decreased computer system breakdowns by 60 % by conducting diagnostics to resolve problems and providing technical assistance and support by identifying, correcting and advising on operational issues.
Trained 5 interns on IT-related operations and this led to an increase in understanding and knowledge and understanding.
Trained and registered 30 hospital employees on a new biometric access system.

Moringa School , Nairobi, Kenya —  Certificate in Software Development:Python FullStack
NOV 2017- APRIL 2018

Dedan Kimathi University , Nyeri, Kenya —  Bachelor of Science in Information Technology 
SEPT 2012- DEC 2016