Aquinas Wangila

Customer Representative

Intro

Nairobi, Kenya

Customer Product Support Specialist at E-com Services Limited

Studied Finance at The Technical University of Kenya

Leisure, Travel & Tourism

Joined June 21, 2024

Skills

Languages

English

-

Native or Bilingual

About

Hello, my name is Aquinas Barasa Wangila, and I'm thrilled about the opportunity to introduce myself. I am a dedicated and detail-oriented professional with over six years of experience in customer support and technical assistance. I am passionate about helping customers resolve their issues efficiently and ensuring their satisfaction. I work as a Customer Product Support Specialist at E-com Services Limited. In this role, I provide comprehensive customer support through phone, email, and chat. My day-to-day responsibilities include diagnosing and resolving technical issues, guiding customers through step-by-step solutions, and maintaining detailed records of our interactions using Salesforce. I thrive in this environment because I enjoy problem-solving and making a positive impact on customers' experiences. Previously, I worked as a Relationship Officer at 4th Generation Capital, where I was responsible for delivering exceptional customer service, improving loan processing efficiency, and assisting clients in selecting suitable loan products. This position allowed me to develop a deep understanding of financial products and services, and it further strengthened my problem-solving and decision-making skills. My work interests lie primarily in customer support and technical assistance because I find great satisfaction in resolving complex issues and enhancing customer experiences. I am particularly interested in roles that allow me to leverage my technical skills and my ability to communicate effectively with customers. I am always eager to learn about new products and technologies, and I enjoy collaborating with cross-functional teams to improve service delivery. One of my strongest sides is my ability to remain calm and composed under pressure. I am skilled at managing multiple tasks simultaneously and prioritizing effectively to ensure timely resolution of customer issues. My excellent verbal and written communication skills enable me to convey complex technical information in a clear and understandable manner. Additionally, my proficiency in using tools like Salesforce and Zendesk enhances my efficiency and effectiveness in managing customer interactions. Another strength is my collaborative nature. I believe that teamwork is crucial for success, and I am always willing to lend a hand to colleagues and contribute to team goals. My experience in working with product development teams to identify and report product issues has given me valuable insights into how different departments can work together to achieve common objectives. In summary, I am a customer-focused professional with a strong background in technical support and customer service. I am passionate about helping customers, eager to learn and grow, and confident that my skills and experience make me a great fit for this opportunity. Thank you for considering my application. I look forward to the possibility of contributing to your team.

Experience

E-com Services Limited

Feb 2019 – Present

Nairobi

Customer Product Support Specialist

In this position, I am responsible for providing high-quality product support to our customers. My primary duties include assisting customers via phone, email, and live chat to resolve a wide range of technical issues. I diagnose problems and guide customers through step-by-step solutions, ensuring they receive the help they need in a timely and efficient manner. A significant part of my role involves maintaining detailed records of customer interactions and transactions using Salesforce. This ensures that all customer issues are documented accurately, allowing for consistent follow-up and resolution. My ability to manage these records meticulously helps in tracking the progress of each case and in providing customers with updates on their issues. I also collaborate closely with product development teams to identify and report product issues and improvements. By providing feedback from customers, I help the development team understand the real-world applications of our products and the challenges users face. This collaboration is crucial in enhancing product quality and ensuring that any technical issues are addressed promptly. In addition to technical support, I assist in creating and maintaining support documentation and FAQs. This resource helps customers find solutions to common problems independently and reduces the volume of support requests. My role in this process involves writing clear, concise instructions and updating the documentation as new issues and solutions arise. Furthermore, I respond to customer concerns via live chat using Zendesk. This platform allows me to provide real-time support, addressing customer queries and issues quickly. My proficiency with Zendesk helps streamline the support process and improves the overall customer experience.

Education

The Technical University of Kenya

Sep 2013 – Dec 2017

Bachelor of Commerce, Finance