Fredrick Ochieng

Customer Support professional with over 3 years of experience in high-volume remote and in-person environments. Expert in Email Support, Live Chat, and Digital Workflow management with a proven track record of maintaining detailed client records and optimizing Data Management processes. Skilled in leveraging CRM Software and remote collaboration tools to ensure professional communication and high resolution quality in digital-first operations.

Teaching, digital receptionist and school system management - KEHANCHA PROGRESSIVE JUNIOR SECONDARY SCHOOL - NAIROBI

(2025-04)

• Coordinate digital reception operations to streamline communication across multiple digital channels and improve response times.
• Manage school system database and student records to ensure data integrity and consistent record keeping.
• Optimize digital workflow for administrative tasks to improve resolution quality and overall operational efficiency.
• Maintain professional communication standards while acting as the primary point of contact for school enquiries.

Remote Email support assistant - TOM MBOYA UNIVERSITY - NAIROBI

(2024-10 - 2025-09)

Responded to complex student enquiries via email, identifying and resolving academic and portal-related technical issues to ensure user satisfaction.

• Organized extensive student data and queries using Google Sheets for efficient tracking, follow-ups, and data management.
• Maintained professional communication standards and strict response time targets, improving students' satisfaction metrics in a remote-first environment.
• Collaborated on the documentation of recurring technical issues and created digital guides to reduce repeat support tickets.

Technical support and Customer support representative - M-PESA SHOP, CYBER CAFÉ, SHIVLING SUPERMARKET - NAIROBI

(2022-01 - 2024-01)

• Resolved customer complaints regarding failed transactions and network errors by identifying root causes and coordinating with Safaricom support.
• Maintained detailed client records and daily sales reports using MS Excel and Google Sheets to ensure accuracy and administrative support efficiency.
• Identified customer needs and guided non-technical users through step-by-step technical solutions using clear and professional language.
• Processed daily high-volume M-Pesa transactions with 100% financial accuracy while ensuring compliance with record keeping protocols.

Bachelor Degree - Education - TOM MBOYA UNIVERSITY

Diploma - Certified Public Accountant - KISII UNIVERSITY CAMPUS

Kenya Certificate of Secondary Education - ST. ALOYCE NYAMASARE (2022-01)

Kenya Certificate of Primary Education - GADA PRIMARY SCHOOL (2018-01)