Elizabeth Njoroge

ELIZABETH NJOROGE Address: Nairobi, Kenya LinkedIn: linkedin.com/in/elizabeth-njoroge-7a5a5b7b GitHub: github.com/liznjoroge2 Professional Summary Tech-savvy, results-driven Customer Support & IT Specialist with 7+ years’ experience in IT support, customer service, and operations management. Adept at streamlining workflows, reducing downtime, and implementing IT solutions that drive efficiency. Skilled in system administration, CRM platforms, process automation, and software development (HTML, CSS, JavaScript, Python, Flask, React). Known for strong problem-solving, strategic thinking, and exceptional communication in hybrid and remote work environments. Professional Attributes • Customer-Centric Mindset: Committed to delivering exceptional service and building strong client relationships. • Strategic Thinker: Skilled at analyzing data, identifying patterns, and implementing actionable solutions. • Leadership & Mentorship: Experienced in training and developing teams, fostering a culture of excellence. • Adaptability: Thrives in fast-paced, changing environments while maintaining accuracy and composure. • Continuous Learner: Passionate about acquiring new skills and staying ahead in IT, AI, and automation trends. • Collaborative Communicator: Builds strong cross-functional relationships and promotes teamwork. Technical Skills • IT Systems & Support: System Administration, Network Security, Troubleshooting, Cybersecurity Audits • CRM & ERP Systems: Salesforce, Zoho, HubSpot • Software Development: HTML, CSS, JavaScript, Python, Flask, React • Tools: MS Office Suite, Google Workspace, Trello, Slack, Zoom, Microsoft Teams • Marketing & Analytics: SEO, Google Analytics, Canva, Meta Ads • AI & Automation: ChatGPT, Jasper.ai, InVideo AI, DALL-E, Notion AI, Gemini, Grammarly Soft Skills: • Strategic Problem-Solving & Critical Thinking • Excellent Communication & Customer Engagement • Team Mentorship & Cross-Functional Collaboration • Multitasking & Time Management • Data-Driven Decision-Making • Adaptability in Remote & Hybrid Environments Professional Experience System Administrator (Remote) Realtech Plumbers Company | January 2025 – Present • Reduced IT incident resolution time by 40% through proactive Tier 1 & Tier 2 support. • Implemented cybersecurity protocols and performed regular audits, ensuring 100% compliance with security standards. • Streamlined remote collaboration workflows, boosting team productivity by 30%. • Managed IT asset inventory and access controls, reducing unauthorized access incidents to zero. Customer Service Assistant Stima Sacco Society Ltd | January 2019 – December 2024 • Handled 50+ customer interactions daily with a 95% satisfaction rate and high first-contact resolution. • Improved branch service ratings by 20% through process optimization and training initiatives. • Conducted teller operations with 100% compliance to financial protocols, eliminating reconciliation errors. • Designed onboarding materials and trained new hires, reducing ramp-up time by 25%. Customer Experience Representative Stima Sacco Society Ltd | January 2018 – December 2019 • Delivered omni-channel support (phone, chat, email) resolving 300+ client issues monthly. • Achieved 98% SLA adherence and maintained top performer status across all KPIs. • Mentored junior staff, improving team knowledge retention and service delivery consistency. • Used CRM analytics to identify recurring issues, helping reduce repeat complaints by 15%. Registry Assistant Stima Sacco Society Ltd | February 2015 – December 2018 • Digitized 5,000+ client records, cutting audit preparation time by 40%. • Maintained secure document archiving and mail handling, ensuring compliance with data protection policies. • Supported front desk operations, consistently delivering reliable and accurate record-keeping. ICT Assistant Royal Media Services – Citizen TV | April 2012 – September 2013 • Monitored server health and reduced downtime by performing regular patch updates and virus scans. • Trained non-technical staff on IT tools, increasing digital adoption and reducing support tickets. • Collaborated with broadcast tech teams, ensuring seamless production workflows. IT Support Technician Perfect Logistics Ltd • Installed and configured LAN/WAN networks, improving company-wide connectivity. • Resolved hardware/software issues, reducing system downtime by 30%. • Supported HR with file digitization, improving document retrieval speed and data accuracy. Education & Certifications • BSc. Information Technology – Makerere University • Software Engineering Certificate – Moringa School (2024) • Computer Systems & Applications – St. Joseph Mukasa • Leadership & Supervision – Kenya Institute of Management • Cashiering & Back Office – Kenya School of Monetary Studies • Social Media & Instagram Marketing – Coursera, Great Learning, Simplilearn Additional Information • Languages: Fluent in English & Swahili • Work Style: Thrives in fast-paced remote/hybrid environments, passionate about digital transformation. • Interests: Mentoring, process automation, continuous learning, tech adoption in service delivery.