Experienced Support Professional Open To New Ventures

Previous Employment Details:

Customer Support and Success (SaaS, Remote Position) - PremPage, California US

Relied upon primary point of contact for over 240 clients and shared customer insights with relevant departments

Achievements:
- Orchestrated a 70% increase in annual renewals and upsells, streamlining the sales process for a client base of 240+
- Reduced cancellations by over 80% in 2 months by analyzing data and conveying recommendations based on the data.
- Increased user self-service of the website by over 60% by presenting simple and accessible instructional videos for basic site updating.
- Entrusted primary point of contact for over 240 clients, up from approximately 70 when joining, throughout the customer lifecycle, from onboarding to ongoing success, establishing a trusted relationship
- Standardized, updated and documented a comprehensive Customer Support Guidebook weekly, optimizing the experience for both the client and the team

Website Executive (SaaS, Remote Position) - PremPage, California US
Building websites from existing website templates through the company Web SaaS, communicating with clients through email and online messaging during onboarding.

Achievements:
- Expedited and onboarded over 12 new clients month on month, outpacing the expected goal of 8 per month.
- Advanced expansion opportunities such as adding extra functionalities to the sites, increasing service offerings and having an uptake of over 40%
- Co-ordinated a collaborative environment, improving team productivity and performance by reducing time taken to onboard clients by 2 days.
- Streamlined existing documentation for use by the Website Executive Team, optimizing workflows and improving productivity by over 20%

Customer Service, Support and Success - Valley Blue Systems, Kenya
Responsible for answering customer queries, taking effective actions and organizing the workflows, selling software to clients

Achievements:
- Fostered and environment in which clients enjoyed high levels of service by reducing response turnaround time by 50%
- Boosted overall company sales by over 35% year on year by attracting and retaining large corporate clients
- Creating over 500 pages of documentation for 3 types of software, which were used to derive training material
- Developing training materials and training over 200 users and moving their organizations from paper-based to digital-based operations