HENRY
KIBOCHA MACARIA
Technical Support Specialist | SaaS Support | CRM Expert |
Customer Support |
WORK EXPERIENCE
SUMMARY
I am an astute and goal-oriented professional with over 8 years of experience in
various fields, including technical/customer support, ICT, and creative design.
My priority has always been to serve
customers, and I am committed to resolving concerns while maintaining a great
image of the organization. A person of
strong integrity can listen carefully,
handle problems quickly and efficiently,
and build highly professional relationships with customers. I approach work
with a flexible mindset and am resilient,
self-sufficient, and eager to learn new
skills. I have honed interpersonal
skills—cooperation and teamwork—as
well as the capacity to thrive in a flexible,
demanding, and rapidly changing culture.
A willingness to work in a dynamic workplace as required.
SKILLS
Senior Technical Support Specialist
Smobble Sdn Bhd, Malaysia
October2023 - January2024
• Respond to customer service questions and assist with technical 'know-how'
for SalesProcess clients.
• Troubleshoot workflows, automations, calendar integration, SMTP, domain
setup, and any other technical questions.
• Help decrease customer service tickets while maintaining a 90% CAST rating.
• Assist increase customer service satisfaction.
• Monitor community activity in the SalesProcess community Facebook group,
upholding the SOP guidelines and ensuring customer questions are answered.
• Follow, create, and update customer service SOPS.
• Provide feedback to the leadership team proactively to improve company
systems.
• Attend weekly team meetings and communicate with the team via Zoom.
• Responsibilities may expand to include adding and managing content and,
beyond the SalesProcess product, supporting other products or offers.
Technical Support Specialist
Click Funnels LLC, Boise, Idaho,
Nov 2022 – March 2023
• Responded to customer requests in a timely, efficient, and helpful manner
Ticketing Apps:
using channels such as Zendesk, Intercom, emails, live chat, or phone.
ZohoDesk, ZenDesk, Intercom
• Recommended, updated, and developed material for our external Help Center
CRM/SaaS:
and internal knowledge base to give a simple, self-service customer experience
Go High Level, Click Funnels, WordPress,
(macros, help articles, and so on).
System.io
• Identified user pain spots and proposed solutions to our product team.
Software:
• Improved support operations, including self-service options for customers.
VS Studio, Figma, Adobe Creative Suite,
• Effectively used tools and knowledge base to reduce ticket processing time.
Programming Languages: HTML, CSS,
• Escalated bug tickets to the CX team in accordance with established operation-
Javascript, Php
al standards.
• I provided assistance to other teams and departments as requested.
• Achieved team goals for tickets per hour and quality while maintaining a CSAT
rating of 95% to 100%.
• Furnished real-time cross platform support from ClickFunnels 1.0 to 2.0 while
maintaining a high degree of professionalism, empathy, understanding, and
business acumen when working with multiple clients at once.
• Prioritized providing excellent customer experiences while simultaneously
focusing on the best solutions.
Technical Support and Project Management Representative
PowerPush Promotions, NewYork,
May2020 - January2021
• Effectively communicated and managed value offers to potential clients.
• Assisting new sales representatives with various sales, marketing, and customer service-related activities.
• Created and filed bid proposals, increasing revenues by 70%.
• Monitored bid submissions, acceptances, closures, and cancellations to improve management and data analysis.
• Offered technical help for various applications and CRM solutions, such as WordPress and Shopify.
• Set up, handled, and coordinated essential duties between the client and the freelancers we engaged.
Technical Support Specialist
Click Funnels LLC, Boise, Idaho,
May2018 – January 2019
• Handled over 70 customer tickets; additional responsibilities included assisting the engineering team in troubleshooting
errors and developing solutions for clients while they worked on technical issues.
• Analyzed client data and provided pertinent product information.
• Had an average customer satisfaction rating of 90%, 10% better than the corporate average.
• Researched complex cases without prompting in order to provide more thorough services to clients.
• Memorized the whole product and service line by reviewing the firm knowledge base repository on a regular basis.
• Always maintained a pleasant and calm demeanor, even in the face of extreme consumer disapproval.
• Provided technical support to clients on a wide range of corporate products, with a 90% resolution rate.
ICT Web Specialist / Creative Designer (Consultant)
Farm Concern, Nairobi, Kenya
July2017 – May 2018
• Converted communication briefs into design concepts for creating user experiences.
• Collaborated with other members of the creative team to improve the design proposals.
• Established navigation maps, mockups, and wireframes to visualize enormous data sets as infographs.
• Established a consistent global brand while producing distinctive, professionally executed design concepts.
• Collaborated with the communications team to design and prototype creative user interfaces.
• Created bespoke PowerPoint presentations for various stages of the projects.
Senior Creative Designer
Kingsway Tyres Limited, Nairobi, Kenya
May2015 - January2017
• Reviewed internal promotion briefs, and concepts for the desired communication purpose
• I combined creativity with your understanding of design elements.
• Proofreading of marketing writeup to ensure precision and a high-quality standard
• Cordinated yearly marketing campaigns that increase tyre sales by upto 40%
• Did regular website maintenance and updating
• Incorporated aesthetic components, such as online graphics and offline materials, into local projects.
• Coordinated with printing vendors, department heads, and the IT Department.
ICT/Web Specialist (Consultant)
United Nations Environnent Programme (UNEP), Nairobi, Kenya
April 2009 - August2009
• Redesigned, developed, and implemented EMG/CN-UN (Environmental Management Groups and Climate Neutral UN,
respectively). Dot Net Nuke: www.unemg.org (DNN).
• Created and maintained several websites for UNEP DCPI unit initiatives.
• I designed a flash automated counter and tip updater for World Environment Day.
• For a flash intro, I designed and implemented the home page features for CN-Net (Climate Neutral Network).
• Initiated the first website for the Seal the Deal campaign using.asp.
• I used Adobe Flash to develop and animate the Tunza intro logo and additional departmental animations as desired.
EDUCATION
• Kenya School of Professional Studies - Nairobi Kenya - Diploma Information Technology 2008January - 2008Nov
• Shang Tao Media Arts College Nairobi, Kenya - High Diploma Media Arts 2004September - 2006June
• Alliance Francaise de Nairobi Nairobi, Kenya 2003January Diploma in French - 2004September
