● Applied in-depth knowledge of Microsoft 365 to support trial users, address theirconcerns, and guide them toward the most suitable subscription plans, consistentlysurpassing customer expectations and boosting conversion rates.● Accurately managed and updated subscription details for a broad client portfolio,ensuring a seamless experience during service transitions.● Proactively engage with customers regarding upcoming renewals, plan modifications,and potential service… Show more ● Applied in-depth knowledge of Microsoft 365 to support trial users, address theirconcerns, and guide them toward the most suitable subscription plans, consistentlysurpassing customer expectations and boosting conversion rates.● Accurately managed and updated subscription details for a broad client portfolio,ensuring a seamless experience during service transitions.● Proactively engage with customers regarding upcoming renewals, plan modifications,and potential service disruptions, resulting in high customer satisfaction.● Produced detailed reports on subscription usage patterns and user behavior to informsales and marketing strategies. Show less

Provided technical support to a diverse clientele across East Africa via email and online chat for IBM Kenya’s enterprise software and cloud solutions.Troubleshot technical problems related to system integration, software performance, and user interface, independently researching and implementing solutions.Communicated complex technical concepts in a clear and understandable manner to non-technical users, ensuring successful resolution and a positive customer experience.Maintained… Show more Provided technical support to a diverse clientele across East Africa via email and online chat for IBM Kenya’s enterprise software and cloud solutions.Troubleshot technical problems related to system integration, software performance, and user interface, independently researching and implementing solutions.Communicated complex technical concepts in a clear and understandable manner to non-technical users, ensuring successful resolution and a positive customer experience.Maintained detailed records of support interactions and solutions implemented, contributing to the development of a comprehensive knowledge base for internal teams and future reference. Show less