Daniel Mukenya
Customer service Executive
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About
Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value.
Experience
Customer service Executive - Nakama Tech Limited - Nairobi, Kenya
(2025-07)
- Provided Tier 1 technical support for internet services, resolving connectivity issues, modem/router configurations, and user account problems.
- Diagnosed and escalated network-related faults to NOC (Network Operations Center) and followed up on incident resolution.
- Guided clients through troubleshooting procedures over phone, reducing average ticket resolution time by 30%.
- Maintained detailed logs using [e.g., Crm, Easydocsis, imaster, Broadhub], ensuring accurate issue tracking and resolution history.
- Educated customers on product usage, installation procedures, and best practices, improving first-call resolution rates.
- Collaborated with IT and engineering teams to report recurring bugs, user feedback, and service quality issues.
ICT Attachee - The University of Nairobi, Faculty of Health Sciences - Nairobi, Kenya
(2022-06 - 2022-09)
- End user support and maintenance
- Network Troubleshooting
- Hardware Troubleshooting
- Data Retrieval
- Switch and router configuration
Education
Web Development Scholarship - Web Development - Power Learn Project (2024-02 - 2024-05)
Diploma - Information Technology - Zetech University (2021-01 - 2022-11)
