Japheth Dibo Anindo

JAPHETH DIBO ANINDO - - linkedin Github Nairobi PROFILE Full-Stack Developer with HTML5, CSS3, JavaScript, and Git skills, plus 10+ years in customer service and leadership. Delivers responsive, user-focused solutions, blending technical expertise with a customer-first mindset to enhance usability, functionality, and overall satisfaction in web projects. JUNIOR WEB DEVELOPER Education Work Experience Cisco Network Academy FULL STACK DEVELOPER Cyber security Current Fnb App Academy Certificate in Full Stack Developer 2024 Mount Kenya University Business Infomation Technology Current Skills Full Stack Development: MERN Stack (MongoDB, Express.js, React, Node.js), RESTful APIs, JavaScript ES6+. AI & Automation: AI Agent Integration, Workflow Automation, Intelligent Data Processing. Database Management: MongoDB, Data Modeling, Query Optimization. Version Control: Git, GitHub, Branching Strategies, Merge Processes. Customer-Centric Skills: Client Onboarding, Customer Retention Strategies, Conflict Resolution. Technical skills Web Development: HTML5, CSS3, JavaScript, Git, Responsive Design, Cross-Browser Testing. Frameworks: React (familiar), Vue (familiar) Tools & Platforms: GitHub, Visual Studio Code, Power BI Soft Skills: Agile Collaboration, Client Communication, Time Management, Problem-Solving. Other Expertise: Customer Experience, Client Onboarding, Process Optimisation. Certifications & Honors Power BI: Exodus Experts,June 2025 Soft Skills Training: Propel, May 2025 Customer ServiceExcellence Certificate: Jan 2018 Volunteer Digital Skills Facilitator Led weeklyvirtual sessionsto train young adults on digital tools (e.g.,email, chat etiquette, CRM basics),Improving digitalliteracy and boosting participants'confidence in professionalcommunication and online support roles. Awards Britam & CCI Kenya 2025-March Freelance Designed and developed responsive websites using HTML5, CSS3, and JavaScript, optimising for performance and accessibility. Collaborated with clients to gather requirements, implement features, and provide ongoing technical support. Utilised Git for version control, ensuring seamless project collaboration and backup. Debugged and resolved front-end issues, reducing reported UI errors by 30%. Debugged and resolved front-end issues, reducing reported UI errors by 30%. CUSTOMER EXPERIENCE Britam & CCI Kenya Supported over 5,000+ customers annually, providing expert guidance on life and health products while ensuring compliance with industry regulations. Implemented new support processes, reducing average resolution time by 30% and boosting CSAT scores by 25%. Acted as a liaison with Product and IT teams, sharing customer feedback that contributed to 3 new service improvements. Consistently exceeded KPIs, ranking in the top 10% of the support department. CUSTOMER SERVICE TEAM LEADER Britam & CCI Kenya SALES PERSON Educated and assisted 3,000+ customers annually on subscription services and upgrades. Increased subscription renewals by 30% through targeted customer engagement. Enhanced customer satisfaction by providing timely technical upgrades and device replacements. Built lasting relationships by delivering tailored service, resulting in a high customer return rate. References Komu Giuthui Project Phone: Languages Email : -- Dickson Muleke Contact centre supervisor Phone: - Email : - English C2 French A1 - Multichoice Kenya Contact centre manager Britam insurance Responsive Portfolio Website – Developed a personal portfolio showcasing web development projects using HTML, CSS, and JavaScript. - Supervised and mentored a team of 15+ representatives, achieving a 98% SLA compliance rate. Conducted regular coaching and performance reviews, reducing agent turnover by 18%. Implemented process improvements that cut average handling time by 22%. Served as escalation point for complex cases, ensuring high-quality resolutions and client trust. Top Performer in Client Satisfaction Responsive Portfolio Website -