Emily Mungai

Experience

• 

  IBM

  Feb 2019 - Oct 2021

  • Implemented efficient workflow processes, monitoring daily productivity and driving continuous improvement initiatives.• Enhanced over 50 knowledge articles, optimizing readability and accessibility for first-level agents.• Achieved a 37% increase in positive customer feedback within three months.• Streamlined knowledge repository by retiring over 200 expired and duplicate documents.• Conducted comprehensive training sessions on new projects, ensuring team readiness and competence.• Spearheaded the implementation of a unified support system between Costa Rica and Poland, enhancing collaboration and efficiency Show less • Conducted monthly post-resolution reviews, identifying root causes and implementing corrective actions.• Orchestrated immediate emergency response and incident management, ensuring minimal operational disruption.• Prioritized and managed over 30 client ticket escalations daily, adhering to SLAs and minimizing downtime.• Led bridge calls between resolver teams, fostering effective communication and swift issue resolution.• Conducted monthly Root Cause Analyses (RCAs), driving continuous service improvement and proactive incident prevention.• Tracked critical incident metrics, produced insightful reports, and provided actionable recommendations for service enhancement. Show less • Proficiently managed over 60 tickets and 10+ emails daily, ensuring timely resolution and client satisfaction.• Handled 8+ calls with advanced technical issues, demonstrating expertise in networking and troubleshooting.• Installed various applications and firewalls on client machines, ensuring seamless functionality and security.• Collaborated closely with engineering teams to resolve complex technical issues, ensuring minimal downtime.• Exceeded business goals through effective task prioritizations and a strong commitment to excellence. Show less • Ensured exemplary service delivery, maintaining high standards and client satisfaction.• Implemented efficient ticketing processes, ensuring consistency and adherence to standards.• Addressed customer surveys and complaints promptly, driving continuous improvement and client retention.• Identified and reported service defects, facilitating swift resolution and service enhancement.• Collaborated on process optimization, driving efficiencies and enhancing service delivery.• Responded promptly to client-reported issues, ensuring reliability and trust in services. Show less

  • Knowledge Manager

    Jun 2021 - Oct 2021

  • Major Incident Manager

    Jan 2020 - Jun 2021

  • Info Technology Service Desk Level 1.5 Agent,

    Jun 2018 - Mar 2020

  • Quality Advocate

    Feb 2019 - Jan 2020
• 

  Relativity

  Oct 2021 - Sept 2024

  Shift Lead

  • Spearheaded a team of 50-80 members, evaluating skills and performance monthly.• Generated daily shift summary reports and conducted quarterly training sessions to enhance team proficiency.• Mentored newly onboarded employees, facilitating seamless integration into day-to-day operations.• Ensured adherence to company policies and regulations, fostering a culture of compliance and accountability.• Strategically allocated incoming tasks among team members, optimizing efficiency and productivity.• Facilitated seamless communication of project information, promptly addressing issues and providing constructive feedback.• Expertly managed escalated situations with clients and team members, mitigating resource and time losses through proactive solutions. Show less

• 

  Visa

  Sept 2024 - now

  Major Incident Manager