Morris Gad - Customer Support Specialist
- |-| Nairobi, Kenya
LinkedIn: linkedin.com/in/morris-njehia-topsgad/
Professional Summary
Experienced Customer Support Specialist with over 18 years in customer service and technical
support. Proven track record of increasing customer satisfaction and retention by over 90%,
managing support teams, and driving process improvements. Skilled in troubleshooting, CRM,
training, and handling escalated cases. Adept at working in high-volume, deadline-driven
environments.
Core Competencies
- Customer Service/Support
- Technical Solutions Analysis
- CRM Systems (Implementation & Management)
- Active Listening & Dispute Resolution
- Team Training & Development
- Virtual ICT Support & Troubleshooting
- Chat, Email, and Phone Support
- Lead Generation & Process Optimization
Work Experience
Freelance I.T Support Specialist | Remote | Feb 2021 - Present
- Diagnosed and resolved technical hardware and software issues.
- Improved user performance by training clients in hardware and software use.
- Set up equipment, ensured proper installation of systems, and assisted with remote environments.
- Consulted on ICT equipment procurement and system security setup.
Customer Support Manager | Bituls Technologies | Mar 2014 - Jan 2021
- Led a team of 5, achieving a 90% customer satisfaction rate.
- Conducted customer needs assessments and improved communication methods.
- Managed escalations, provided coaching, and onboarded new clients.
- Introduced a CRM system, leading to a 40% increase in new customer acquisition.
I.T Support Engineer | Integrated Supplies & Consultancy | Oct 2003 - Nov 2013
- Managed a busy helpdesk, provided remote and onsite support solutions.
- Installed and maintained servers, PCs, LAN, CCTV, and UPS systems.
- Led network installations, clean power system projects, and data management solutions.
- Contributed to a sales increase through effective lead generation and service diversification.
Education
Diploma in Computer Repairs/Electronics | Kenya Christian Industrial Training Institute | 2001 - 2003
