David Baraza Email & Phone Number

Nairobi, Kenya

 Providing level 2 support to strategic customers and partners. Developing and updating internal processes for the customers' support team. Escalation of issues to the engineering team beyond the customer support team. Assist account managers and the onboarding team with technical training.  Helping with the development of the assistant article for customer utilization. Manage severity 1 incidences and customer communication through the status page. Creating and managing the RFO and RCA for incidences and customer communication. Establishing internal KPIs that measure effectiveness in the rapid resolution of trouble tickets.  Identifying features to be released to customers and new features to be created. Leading the customer support and engineering team in biweekly meetings.

Kenya

 Streamlined the customer support processes and developed an internal processes database.  Added more integrations to Zendesk such as Zoom, MS teams, and translation applications for better customer commination and management. Reduced the SMS failure rates by working with SMS providers and internal teams to ensure a reliable SMS system in all markets. Developed customer support KPIs to help keep the customer support in check. Ensured that the SLAs are not breached by coming up with CRM automation. Empowered the customer support team through refresher training of new features and products by working with onboarding and engineering teams. Successfully lead the customer support and engineering team meetings to follow up on features and check trends based on customers' tickets. Maintained over 95% customer satisfaction through ticket handling and BVS surveys. Helped develop the customer support team from 1 person to 3 people. Used customers' data to advise on the development of many features for both internal teams and customers' self-service which were released and reduced internal escalations and reduced tickets from customers. Efficiently managed priority 1 incidences through a paging system for the product team and customer communication through tickets, emails, and status page.

East Africa

 Identified fraud-related cases from Academy managers and worked with the organization to seal the loopholes. Identified bugs with the system and worked with the engineering team to solve them. Identified gap in knowledge for Academy managers and worked with Programme Managers for re-trainings. Understood and solved problems: observed academy field operations.  Met with academy managers and staff, running surveys, conducting desk research.  Identified and investigated fraud cases at the academy levels.  Analyzed systems to curb fraud and cheating loopholes at the academy levels.  Helped with technical issues related to the revenue assurance department.  Ensured that the staff use the company resources correctly as intended such as data and voice.  Helped in coming up with reports related to revenue assurance for the company.  Worked with software requests to fix technical issues that cannot be fixed at the HQ.  Involved in policy noncompliance and fraud-related investigations.  Conducted field research, training, and investigations with the guidance of the Programme Managers

Nairobi, Kenya

 Control and resolving Complex Technical and Escalated Call Centre issues. Working with the server to perform several requests and all CRM resolutions Identifying, correcting & advising on the operational issues in client computer systems Diagnosing and/or clarifying and/or resolving support requests Serving as technical resource to unit and Assisting with complex technical projects; Maintaining, updating of databases and using front-end user enhanced web tools and back- end within prescribed guidelines; Designing and producing moderately complex reports; Maintaining relationships with other groups that impact the technical aspect our support Under the direction of the senior staff/supervisor, analyzing and resolving system problems, including functional as well as performance issues.Bridge International