Feb 2024 – Present: CCI Global: Service Desk Administrator
- Coordinated workflows across departments to ensure timely resolution of service requests and clear stakeholder communication
- Tracked and updated records in CRM and ticketing systems, providing accurate reporting for managers and teams
- Prepared and shared notifications, reports, and updates according to escalation protocols
- Supported onboarding and offboarding processes, managing user accounts and access while maintaining compliance
- Ensured all service requests were logged, prioritized, and resolved within SLA timelines

Sep 2022 – Jan 2024: CCI Global: Customer Service Representative
- Handled large volumes of client inquiries, maintaining professional communication and timely resolution
- Managed and maintained accurate customer records in CRM systems
- Produced daily and weekly reports on client issues and escalations to inform decision-making
- Resolved complaints and maintained strong client relationships through effective problem-solving
- Collaborated with teams to ensure consistent service quality and SLA adherence

Jun 2022 – Aug 2022: Jomo Kenyatta International Airport (JKIA): IT Support Intern
- Resolved IT support tickets and documented issues to support day-to-day operations
- Assisted in training end-users and updating system records for compliance
- Managed inventories, prepared reports, and supported logistics for ICT operations
- Collaborated with team members to implement IT process improvements
- Ensured timely response to IT requests and maintained service quality

Volunteer Experience
- Open Institute: Data Collector & Analyst – Collected, cleaned, and analyzed project data to support program reporting
- Kingdom Kids Children’s Home – Supported children’s programs through volunteer activities