Penninah Wanjiku Maina

PENNINAH WANJIKU MAINA PHONE: - EMAIL:- PERSONAL PROFILE Dedicated and customer-focused Technical Support Specialist with experience in troubleshooting hardware, software, and network issues. Adept at delivering exceptional customer service, resolving technical queries efficiently, and ensuring seamless user experiences. Proficient in diagnosing technical problems, providing step-by-step guidance, and utilizing CRM to track and resolve customer concerns. A proactive problem solver with excellent communication skills, committed to enhancing customer satisfaction and operational efficiency. KEY COMPETENCES     Strong ability in writing and to apply general rules to specific problems to produce answers that make sense. Networking Soft skills -good communication skills (verbal form, written form and also active listening). Problem solving. EXPERIENCE April 2024 to Date: Customer Service Representative at Zidi Collections  Order Assistance: Guiding customers, making their purchasing journey seamless and joyful.  Product Recommendations: With deep product knowledge, tailoring recommendations that fit like a glove to customer needs.  Technical Support: Resolving platform or product hiccups with ease.  Order Tracking & Delivery Support: Keeping customers informed and reassured about their precious orders.  Returns and Exchanges: Handle returns with grace, ensuring every resolution is a step towards customer loyalty.  Customer Feedback & Reviews: Being a keen listener and the voice that turns feedback into stepping stones for improvement.  Customer Education & Engagement: Sharing knowledge, tips, and hacks that make customers fall even more in love with the products.  Upselling & Cross-Selling: Spotting opportunities to enhance the customer’s cart with complementary delights.  Proficient in Zoho and Woocommerce softwares. Sep 2023 – Nov 2023: Attache at Nairobi City County  Installation and updating of different software’s: MS office-, Windows 10,11 and Antivirus.  Repair and maintenance of computers, printers, scanners and photocopiers.  Configuration, installation and troubleshooting of Network system.  Web development and Local Hosting by use of XAMPP application.  User support roles, assigning computer users’ rights such as administrator.  Performing LAN expansion and troubleshooting network related issues logical and physical database designs in MySQL. Jan 2020 – March 2020: Attache at Almasi Bottlers Limited  Conducting biometrics system checks and updating on the access controls for authentications procedures.  CCTV installations, configuration and testing.  Network troubleshooting and configuration. Terminate cables which is one of the ICT fundamental.  Hardware repair and maintenance troubleshooting.  Installation of two operating systems in a computer.  Installing different software like anti-viruses e.g., Kaspersky, Microsoft office and setting proxy settings on computers that couldn’t access intranet services.  Repairing of electronic devices like fixing the memory units.  Preparing of ZBB (Zero Based Budgets).  Working on the Microsoft Navision Enterprise Resource Planning Software (ERP). EDUCATION Jan 2021 to Oct 2024 : Degree in Business and Information Technology. : Kiriri Women’s University of Science and Technology. : Second Class Honours, Upper Division. April 2019-Aug 2020 : Diploma in Information and Communication Technology. : Kiriri Women’s University of Science and Technology. : Credit 1 2015 - 2018 : Kenya Certificate of Secondary Education. : Kangubiri Girls’ High School. 2005 - 2011 : Kenya Certificate of Primary Education. : Ndiriti Primary School. CERTIFICATIONS Nov 2023- Dec 2023 : Introduction to programming (HTML, CSS & CLI) : Moringa School (Bootcamp session). HOBBIES  Reading novels.  Listening to podcasts.  Internet surfing.  Socializing. REFERENCES 1. Madam Lilian Wacu Operations Manger Zidi Collections Phone: -. Mr. Moses Oteko ICT Officer Nairobi City County Phone: -. Mr. Ken Macharia ICT Officer Almasi Bottlers Limited Phone: -