gloriah mbithe

• Provided frontline technical support and customer service to clients via phone and digital channels, resolving hardware,
software, and account-related issues.
• Diagnosed and troubleshot technical problems, guiding customers step-by-step to resolution while maintaining a clear
and patient communication style.
• Handled multi-turn customer interactions, ensuring context was retained and issues were fully resolved to improve
overall customer experience.
• Escalated complex technical cases appropriately and documented interactions accurately for consistency and knowledge
sharing.
• Maintained strong customer satisfaction scores through accurate, empathetic, and timely support.

• Delivered customer support across phone, chat, and email channels, handling inquiries, complaints, and account requests.
• Tracked customer interactions and service trends using SQL and built interactive dashboards in Tableau to monitor
performance.
• Automated weekly customer service and sales reports using Excel pivot tables, improving reporting turnaround time.
• Extracted and analyzed customer data from multiple systems to identify recurring issues and support process
improvements.

• Supported customer-facing computer systems, ensuring smooth day-to-day operation and monitoring.
• Collected, cleaned, and organized customer and company data using Excel to support service reporting.
• Prepared data-driven presentations for supervisors on operational and service performance.

• Delivered high-quality customer service support, handling inbound inquiries and resolving customer concerns promptly.
• Maintained and updated internal software systems to ensure accurate customer records and service continuity.