Experienced Support Professional Open To New Ventures

I am an avid reader of books. I have a soft spot for historical fiction based on real events as well as biographies and autobiographies. At the same time, I have a creative side, whereby I engage in activities such as making crafts, which I do for fun as well as teaching others. I am also involved in my local community as a volunteer, in a school for children from disadvantaged backgrounds.

Customer Support and Success (SaaS, Remote Position) - PremPage, California US\r\n\r\nRelied upon primary point of contact for over 240 clients and shared customer insights with relevant departments\r\n\r\nAchievements:\r\n - Orchestrated a 70% increase in annual renewals and upsells, streamlining the sales process for a client base of 240+\r\n - Reduced cancellations by over 80% in 2 months by analyzing data and conveying recommendations based on the data.\r\n - Increased user self-service of the website by over 60% by presenting simple and accessible instructional videos for basic site updating.\r\n - Entrusted primary point of contact for over 240 clients, up from approximately 70 when joining, throughout the customer lifecycle, from onboarding to ongoing success, establishing a trusted relationship\r\n - Standardized, updated and documented a comprehensive Customer Support Guidebook weekly, optimizing the experience for both the client and the team\r\n\r\nWebsite Executive (SaaS, Remote Position) - PremPage, California US\r\nBuilding websites from existing website templates through the company Web SaaS, communicating with clients through email and online messaging during onboarding.\r\n\r\nAchievements:\r\n - Expedited and onboarded over 12 new clients month on month, outpacing the expected goal of 8 per month.\r\n - Advanced expansion opportunities such as adding extra functionalities to the sites, increasing service offerings and having an uptake of over 40%\r\n - Co-ordinated a collaborative environment, improving team productivity and performance by reducing time taken to onboard clients by 2 days.\r\n - Streamlined existing documentation for use by the Website Executive Team, optimizing workflows and improving productivity by over 20%\r\n\r\nCustomer Service, Support and Success - Valley Blue Systems, Kenya\r\nResponsible for answering customer queries, taking effective actions and organizing the workflows, selling software to clients\r\n\r\nAchievements:\r\n - Fostered and environment in which clients enjoyed high levels of service by reducing response turnaround time by 50%\r\n - Boosted overall company sales by over 35% year on year by attracting and retaining large corporate clients\r\n - Creating over 500 pages of documentation for 3 types of software, which were used to derive training material\r\n - Developing training materials and training over 200 users and moving their organizations from paper-based to digital-based operations