Desmond Patrick

Experience

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  African Rafiki Ltd

  Feb 2014 - Mar 2014

  Software/Database Developer

  -Develop,design,implement new systems that will enhance operations carried out within the organisation-Reporting to senior developer with any ideas that will benefit the organisation-Support of the current systems in place -Maintenance of database machine servers to ensure smooth running of operations -Analysis of new emerging technologies that will promote technological impact within the organisation

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  Aimsoft Ltd

  Apr 2014 - Sept 2015

  -To design, develop, test, install, configure, implement and customizeapplication software to meet customer requirements.-Ensure prompt resolution of operating system, database andapplication problems.-Keep abreast with new technology and assist in the developmentof new products.-Ensure the delivery of optimal service and client satisfaction arealigned with the quality standards of the organisation.-Preparation of both system and user manuals for our new andexisting products.-Organize demonstrations or presentations to prospectivecustomers.-Maintain a rapport with vendors, clients, partners associates andother departments by representing AIMSOFT in negotiationswhenever necessary.-Provide continual internal communications to enhance theorganization’s effectiveness in dealing with client issues.-Provide operational reports to management and clients accordingto scheduled deadlines.-Conduct user training on our products as and when required.-Assist in the preparation of training materials and development ofnew courses.-Contribute to the company vision of being the industry leader insoftware development and database solutions through quality,commitment, teamwork and courtesy.-Perform any other duties assigned by management. Show less

  • Associate Consultant

    Oct 2014 - Sept 2015

  • Intern Software Consultant

    Apr 2014 - Sept 2014
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  Shop and Deliver LTD

  Aug 2019 - now

  - Designing, developing, and executing test plans, test cases, and test scripts to verify software functionality and performance.- Identifying and documenting software defects, errors, and inconsistencies through thorough testing.- Collaborating with software developers, product managers, and stakeholders to identify requirements and validate changes.- Conducting automated and manual testing processes to ensure software meets quality standards.- Participating in the software development life cycle to provide feedback on potential risks and issues.- Implementing and maintaining test automation frameworks to improve testing efficiency.- Monitoring and reporting on the progress of testing activities and communicating findings to the project team.- Analyzing and interpreting test results to make recommendations for improvements and enhancements. Show less 1. Log all customer incidents and service request and assign/escalate to the relevant support department. 2. Track and report on incident service levels. 3. Measure, monitor and track customer feedback on existing products across all channels and touchpoints – call center, retail shops and activation drives. 4. Weekly reports on customer experience on existing products, highlighting satisfaction and dissatisfaction areas. 5. Document recommendations based on feedback, observation and trends 6. Escalate product, service or system related issues 7. Follow through on prompt resolution from Tech, Finance, Gaming Operations and Marketing. 8. Drive customer experience internally by attending team reviews and highlighting gaps affecting customer satisfaction. 9. Participate in some calibration sessions. 10. Any other duty assigned by the line manager. Show less - To result completed matches of the day.- To confirm match outcomes from all approved platforms.- To ensure bets are settled correctly.- To monitor bet status on a real time basis.- To check and escalate any betting irregularities.- To liaising with Call Centre Agents on any bet enquiry issue e.g. pending bets, voided matches- To receiving customers’ feedback on our betting options and escalating concerns to the manager.- To advise the customer service team on any bet related query or complaints.- To regularly monitor Betika’s betting site, games and markets to identify any issue that mayrequire attention.- To prepare scheduled and ad hoc reports.- To update job knowledge by participating in learning opportunities.- Any other role as may be assigned by the manager. Show less 1. Obtain customer information by answering telephone calls. 2. Listen to the customer’s questions, complains and concerns and provide appropriate responses; escalate complex issues to relevant departments and follow up to ensure speedy resolution. 3. Inform customers about the Company products and services by explaining the features and relevant procedures.4. Maintain and improves quality results by adhering to brand standards and guidelines as well as recommending improved procedures. 5. Update job knowledge by learning about new product and extensions; participate in learning opportunities. 6. Conduct relevant products surveys, campaigns, promotions and make submissions to the Company on responses. 7. Record customer contact and personal data in the customer database; review or make appropriate changes on customer’s accounts. 8. Maintain communication equipment by reporting any failures or equipment wear. 9. Any other duties that may be assigned by the line manager. Show less

  • Software Quality Assurance Analyst/Engineer

    Jun 2022 - now

  • Customer Experience Analyst

    Feb 2021 - Apr 2024

  • Customer Service Representative - Resulting Agent

    Dec 2019 - Jan 2021

  • Customer Service Agent

    Aug 2019 - Dec 2019