Technical Operations Manager

Edna

ID Verified
3,500/mo
Nairobi, Kenya
Looking for Part-time
6 hours/day
Availability: Asia timezone

Profile Description

Customer Success and Account Management professional with over 10 years of experience delivering value across telecommunications and technology environments. I specialize in building strong client relationships, improving customer experience, and aligning service delivery with business outcomes. In my current role, I lead initiatives focused on enhancing customer experience through KPI-driven performance, service optimization, and cross-functional collaboration. I have successfully improved key ...

Skills & Expertise

Content & Writing

CopywritingBeginner
Technical WritingBeginner
Email CopywritingBeginner
Creative WritingBeginner

Customer Success

Live Chat SupportExpert
Phone SupportExpert
Ticket ManagementExpert
Email SupportExpert
Technical SupportExpert
LiveChatExpert
FreshdeskExpert
ZendeskIntermediate

Design & Creative

FigmaBeginner
Responsive DesignBeginner

Work Experience

Technical Operations Manager

Poa Internet Kenya

Aug 2019 - Present

Job Responsibilities:

Designed and implemented work-flow structures, Job Descriptions and KPIs (Key Performance Indicators) to govern functions and collaboration among the Technical Support, Core Network and NOC (Network Operation Center) teams. This improved problem resolution time and encouraged innovation. 2. Designed and implemented Upstream Service Provider and Contractor-Based SLA ( Service Level Agreements ) 3...

CopywritingTicket ManagementFreshdeskEmail SupportLive Chat SupportTechnical WritingPhone SupportTechnical SupportEmail CopywritingPerformance Management

Senior Engineer - Partner Support

Dimension Data Kenya

May 2016 - Jun 2019

Job Responsibilities:

1. Designed, Developed and implemented a repeat case mitigation program for client-based issues which brought down the repeat cases from 34% to 7%. 2. Designed and Implemented the Voice of Client feedback platform through creating and administering surveys and questionnaires, data collection and analyzing and documenting the information in a detailed presentation. 3. Implementation and maintenan...

Technical TrainingPredictive AnalyticsCorporate TrainingResponsive DesignExcel (Advanced)Ticket ManagementZendeskTechnical WritingEmail SupportTechnical Support

Technical Support Engineer

Dimension Data Kenya

Jan 2011 - Apr 2016

Job Responsibilities:

● Receive support queries, diagnose, identify, isolate, and resolve issues that could be associated with WAN/LAN solution functionally such as network connectivity, application errors, database or data errors, message flow, firmware, software application errors and server performance issues. ● Provide direct support for both Internet, MPLS, cloud and security solutions provided to clients, while...

Quick Stats

Age40 years
GenderFemale
English LevelFluent
Other Languages
SwahiliFluent
FrenchBasic
SpanishBasic
ID VerificationVerified

Certifications

ccna
CCNP
SOPHOS
ITIL V3

Education

Master's Degree

Strathmore University

2017 - 2019

Bachelor's Degree

Strathmore University

2006 - 2010