Vanessa Gitau

• Maintained strict confidentiality of sensitive information, adhering to established guidelines and protocols.
• Completed data entry tasks with accuracy and efficiency.
• Compiled data and reviewed information for accuracy before input.
• Contributed to team success by consistently meeting or exceeding speed, accuracy, and output volume performance targets.
• Scanned documents and saved them in the database to keep records of essential organizational information.
• Maintained files, records, and chronologies of entry activities.

Key Accomplishments:

Scanned over 100 documents a day

• Helped a large volume of customers daily with a positive attitude and focus on customer satisfaction.
• Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
• Maintained a high level of product knowledge, providing accurate information to customers.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
• Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for customers and the company.
• Responded to over 100 customer requests for products, services, and company information.
• Met customer call guidelines for service levels, and handled time, and productivity.

• Used ticketing systems to manage and process support actions and requests.
• Managed high levels of call flow and responded to technical support needs.
• Installed and configured operating systems and applications.
• Configured hardware, devices, and software to set up workstations for employees.
• Diagnosed and troubleshot hardware, software, and network issues.
• Configured and tested new software and hardware.
• Installed, configured,and maintained computer systems and network connections.
• Responded to customer inquiries and provided technical assistance over the phone and in person.
• Administer Active Directory, managing user accounts, resetting passwords, and modifying permissions

Key Achievements:

• Closing 120 maximum tickets in a week