Dennis Enos Ngai
Customer Service Representative
Nairobi
Summary
Customer Service and Technical Support Specialist with over 5 years of experience in delivering exceptional client service across diverse industries. Proficient in handling high-volume inquiries via phone, chat, and email. Skilled in using CRM and helpdesk tools such as Zendesk to resolve technical issues efficiently. Strong background in social media management and content creation. Known for improving customer satisfaction and retention through proactive support, problem-solving, and relationship management.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Technical Support Expert
Skelar (Howly)
11.2024 - 06.2025
- Handled over 50+ technical and product-related customer tickets daily via Zendesk.
- Achieved a 94% customer satisfaction (CSAT) score through prompt and empathetic support.
- Resolved complex technical issues, contributing to a 20% reduction in repeat inquiries.
- Collaborated with product and engineering teams to relay user feedback for system improvements.
- Created and updated internal knowledge base articles to improve first-call resolution rates.
Customer Service Representative
Suntory Food And Beverage Company
12.2022 - 06.2024
- Responded to 70+ inquiries daily via calls, live chat, and emails, maintaining a 98% SLA compliance rate.
- Improved customer retention by 15% through proactive follow-ups and personalized service.
- Trained 3 new hires in product knowledge and CRM tools, improving onboarding efficiency.
- Implemented a feedback system that identified 5 recurring pain points, helping reduce complaints by 25%.
Customer Support Representative
Solutech Ltd
11.2021 - 11.2022
- Handled large volumes of customer queries, achieving a 92% first-contact resolution rate.
- Introduced a structured ticketing workflow that improved resolution time by 30%.
- Maintained detailed logs of customer interactions using CRM software for accuracy and accountability.
- Earned 'Employee of the Month' 2 times for exceeding KPIs in issue resolution and customer feedback.
Social Media Manager
Africa New Media Group
12.2018 - 10.2021
- Increased social media engagement by 40% through consistent, targeted content creation.
- Managed content calendars and coordinated marketing campaigns across 4 platforms (Facebook, Twitter, Instagram, LinkedIn).
- Boosted blog traffic by 60% through SEO-optimized content and analytics-based strategy adjustments.
- Built a digital community of over 20,000 followers by maintaining brand voice and user engagement.
Education
Diploma - Journalism and Mass Communication
NIBS Technical College
01.2016 - 01.2018
CISCO Certified - IT Essentials
Kenyatta University
Kenya Certificate Of Secondary Education - undefined
Magenka High School
01.2010 - 01.2013
Ajira Digital Training - undefined
Kenyatta University
Skills
Customer Relationship Management (CRM)
Technical Support & Troubleshooting
Zendesk
Freshdesk
Helpdesk Tools
Escalation & Resolution Management
Social Media Management & Engagement
Communication & Interpersonal Skills
Analytical Thinking & Problem Solving
Time Management & Multitasking
Microsoft Office Suite
Google Workspace
Knowledge Base
Ticketing Systems
POS (Point of Sale) Proficiency
Conflict Resolution
Timeline
Technical Support Expert
Skelar (Howly)
11.2024 - 06.2025
Customer Service Representative
Suntory Food And Beverage Company
12.2022 - 06.2024
Customer Support Representative
Solutech Ltd
11.2021 - 11.2022
Social Media Manager
Africa New Media Group
12.2018 - 10.2021
Diploma - Journalism and Mass Communication
NIBS Technical College
01.2016 - 01.2018
Kenya Certificate Of Secondary Education - undefined
Magenka High School
01.2010 - 01.2013
CISCO Certified - IT Essentials
Kenyatta University
Ajira Digital Training - undefined
Kenyatta University