Brenda Sabana

Customer support professional with 6+ years of experience in customer service, technical troubleshooting, and issue resolution across phone, email, and live chat environments.

Experience in IT Support and Service Desk operations with hands-on experience troubleshooting Windows systems, VPN connectivity, authentication issues, and network-related incidents in simulated enterprise environments. Skilled in structured troubleshooting, incident documentation, remote support, and customer communication.

Background also includes website development using HTML, CSS, JavaScript, and related technologies.

Channels Experience Officer at Stima DT Sacco Society Limited (2023-03 – Present)

• Resolve 50+ customer inquiries daily via phone, email, and chat while maintaining SLA targets
• Troubleshoot customer issues and collaborate with internal teams to ensure timely resolution
• Document customer interactions and issue resolutions according to operational procedures
• Introduced SMS progress updates for member requests, improving transparency and reducing repeat follow-up inquiries
• Assist members with account, transaction, and service-related issues while ensuring compliance with regulatory requirements
• Educate members on available financial services and products through customer-focused communication

Credit Officer (Maternity Reliever) at Stima DT Sacco Society Limited (2022-02 – 2022-12)

• Assisted members with loan processing inquiries and issue resolution
• Maintained accurate customer and guarantor records
• Ensured compliance with lending regulations and organizational policies
• Collaborated with internal teams to support efficient loan processing workflows

Inside Sales Representative at Poa Internet (2021-02 – 2021-07)

• Assisted customers with internet service inquiries and issue escalation
• Resolved customer complaints while maintaining positive client relationships
• Managed customer records and ensured proper documentation of interactions
• Supported remote communication and digital customer engagement processes

Freelance Website Developer at Freelance (2018-11 – 2021-01)

• Built and maintained responsive websites using HTML, CSS, JavaScript, Node.js, and MySQL
• Troubleshot technical issues and implemented fixes within project timelines
• Managed website maintenance, upgrades, and optimization tasks
• Utilized Git Version Control for project management and collaboration

Customer Service Representative at Gadzone Limited (2018-09 – 2018-11)

• Handled customer inquiries and order-related issues through digital communication channels
• Coordinated issue resolution with internal departments to ensure timely customer support
• Applied structured problem-solving techniques to resolve customer concerns

Administrative Specialist (Chat Officer) at Stride Gaming (2016-08 – 2017-02)

• Resolved customer inquiries via chat while maintaining high customer satisfaction standards
• Escalated technical and account-related issues to relevant teams when necessary
• Applied systematic troubleshooting and communication skills to customer support scenarios

Customer Service Representative at Appletree Mauritius Limited (2014-08 – 2016-04)

• Handled inbound customer support calls and resolved customer inquiries efficiently
• Guided users through account and product-related processes
• Maintained positive customer relationships through effective communication and follow-through

Bachelor's degree in Commerce in IT Management – Management College of Southern Africa (2017-02)