Stephen Thiong'o

Technical support and customer service professional with 10+ years of experience supporting users, troubleshooting and fixing bugs in software and business applications, training users and customers on user interfaces, and solving issues in fast-paced multinational environment. Hands-on experience providing first-line support through phone, email, slack and other online channels, diagnosing platform issues, documenting and tracking incidents, testing and deployment of new features and collaborating with technical teams on escalations. 4+ years of Oracle ERP functional experience across Supply Chain, Purchasing, Inventory, MRP and OIC modules as an end-user and L2 support and implementation assistant. Solid experience in Translation, interpretation, content development and customer support in English, French and Swahili.

AI Trainer, Translator, Transcriber at DataAnnotation, Appen, OneHourTranslation

Translator, AI Trainer and Business Owner

• Data Annotation and labelling which includes: Response Output Evaluation, Prompts generation, Fact-checking and editing, Training the models on safety and harm mitigation etc
• Translation of documents - technical or general content documents, from French to English to Kiswahili & vice versa
• Audio transcription and review of transcribed works.

Quality Assurance and Customer Success Manager at Bull’s Kitchen

• Co-founder of a profitable savory snacks retail business (Bull’s Kitchen) in a high-traffic shopping mall, overseeing some operations including quality assurance of our products, sales strategies and customer service.
• Created unique recipes and combos and also implemented some business strategies that brought significant revenue growth in a competitive environment while maintaining high customer satisfaction.
• Streamlining the daily workflows and enhancing order execution speed and managing the logistics team, ensuring speedy deliveries of food to customers and reducing the order-to-delivery cycle.

Product Associate, User & Technical Support at African Management Initiative (AMI) (2016 – 2017)

• Provided first-line technical and customer support to users through phone, Skype and email, resolving account, login and general platform issues.
• Troubleshot application issues, diagnosed faults, resolved problems where possible, and escalated complex cases to developers for further investigation.
• Logged and tracked technical incidents and kept users informed of progress and resolution status.
• Conducted functional testing of new platform features, identified issues and collaborated with developers to improve functionality and user experience.
• Created user-guide videos and tutorials and trained users on how to interact effectively with the learning platform.
• Supported content quality assurance, editing and publishing while coordinating with technical and content teams.

SCM Assistant & Oracle Functional Consultant at Dhanush Infotech Limited (2012-07 – 2016-04)

• Client deployment: Airtel DRC, Kinshasa (2012)
• Supporting the procurement team to ensure a seamless transition of network assets and infrastructure to a new oracle instance
• Training local teams on the new oracle interface in the different oracle processes in the Supply Chain modules.
• Liaising with the regional team through meetings, coordinating implementation schedules and technical support, communicating progress and ensuring that both the local and regional teams are aligned on project timelines and the KPI’s.
• Client deployment: Safaricom Ltd (August 2015 – January 2016)
• Conducting business process analysis and requirement gathering for the proposed system overhaul
• Preparation of envisioned document and sharing and discussing the solution architecture with decision makers
• Working with the DBA and technical team in setting up the new environment, including helping with cloning the legacy environment into the new instance.
• Guiding users in testing the new interface and conducting re-orientation programs to ensure users are up to speed with the new system and the general workflow is smooth.
• Post-implementation supporting, including monitoring the performance of the system and resolving any technical issues arising.
• Client deployment: Airtel Africa Towers (October 2012 – July 2016)
• Managing the Supply Chain functions in Oracle: vendor creation/maintenance, procure-to-pay cycle (requisitions, purchase orders, invoices, inventory), and supplier document verification.
• Data migration of supplier and transaction data for 17 Airtel countries into a single Oracle instance.
• Handling user queries and guiding end-users across Airtel operating countries in Africa both Francophone and Anglophone on Oracle applications.
• Translation of contracts, permits and technical documents from French - English for Project Eiffel (passive infrastructure transition).
• Client deployment: Airtel Africa Group (February 2016 – April 2016)
• Investigated and resolved Oracle ERP issues; created and followed up Service Requests on My Oracle Support.

Bachelor of Arts in Economics and French – University of Nairobi

Software Engineering Student – ALX