Wilson Mwangi

Experience

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  Radio Amani 89.1 FM

  Jan 2012 - Apr 2012

  Radio Frequency System Engineer
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  Safaricom

  Jan 2013 - Apr 2013

  Network Operations Center Engineer

   Developed and analyzed relevant daily/weekly/monthly reports on various key aspects of the Digital NOC section. Issued regular updates on service/network outages to other departments. Actively followed up on Major/Critical Incidents in collaboration with the Regional Networks Team, Incident Management team and other stakeholders. Performed alarms monitoring and First line fault resolution across the RAN, VAS, CORE, NPS, TRANSPORT and DATA (fixed/mobile) domains. Performed Network Trouble Ticket (NTT) Management including the creation of Trouble Tickets for network faults detected; tracking and updating of TT status during its life-cycle (e.g., opened, assigned, dispatched, resolved, closed, etc.); tracking of all key information on TT (e.g., date/time of TT creation, the organizational group that created TT, description of first diagnosis, etc.). Worked closely with the Change and Logical Access team to ensure logical access for all key RAN, CORE, VAS, TRANSPORT and DATA tools is done efficiently and effectively. Show less

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  Equity Bank Limited

  May 2014 - Apr 2017

  Network Operations Center Engineer

  EGHL is a financial service holding company that offers financial solutions to different clientele.  Proactively monitor the entire IT Infrastructure and applications systems (i.e., All branches connectivity, ATMs, telephony E1s, Way4 system, Equitel connectivity, M-banking system, offsite lobbies, Servers and databases). Performed performance monitoring, diagnosis, and resolution of performance issues. Applied software and hardware monitoring tools to detect and action faults & warnings Performed first-line resolution as per the SLAs. Followed up to confirm service availability and stability after resolution. Logged tickets in the ticketing system took ownership and followed up to closure. Escalated unresolved tickets to support level 2, NOC Engineers and the SMEs as per the Incident Management Procedures Provided daily and shift reports as per shift responsibility. Acquired proficiency in networking principles; TCP/IP, OSI and IP Addressing. Gained experience in handling computer networks, wide area networks, Oracle and IBM systems, data centers, telecommunications networks and tape library solutions. Acquired experience in configuring switches and routers remotely. Gained experience working with Service and Incident Management applications such as Remedy, Smarts, Voyence, Spectrum, Siebel, Clarity, HP Service Management, SolarWinds Clarify and others like OSS/BSS applications. Show less

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  Influx

  May 2016 - Sept 2017

  Influx is a support as a service company that provides both technical and customer support to different brands and the companies. Communicated with and understood the clients and their expectations Led, trained and managed customer service agents to fulfill Influx client’s expectations Created effective high-quality training materials for both client and customer service agents Formed effective plans and roadmaps to ensure the team delivers results consistently Forecasting and planning in anticipation of the client’s needs. Contributed to a high-performance and friendly workplace culture Drove results collaboratively by working with various stakeholders Show less  Answered all customers’ queries through Live Chat, (Intercom, sales IQ, Pure chat) and CRM tickets (Zendesk, Help Scout, Freshdesk, Front, Jira Service management)  Offered monthly discounts to loyal subscribers to reduce the churn rate. Retained existing and acquired new customers by offering them free trials. Managed customers’ subscriptions on Stripe. Ensured that all orders were fulfilled and ready for smooth shipping. Managed orders on Ship station and Shopify: order placement, payment, tracking, cancellation, refunds, discounts and gift cards. Adjusted customers’ orders and manage their payments in Shopify according to their preferences. Tracked orders and provided information to customers on the order's whereabouts, shipping duration, delivery date and delivery address. Collected relevant information from customers and other stakeholders to complement decision-making process. Informed the customers about the promotions that were running at a given period. Show less

  • Client Team Lead

    Jun 2016 - Sept 2017

  • Support Engineer

    May 2016 - Jul 2017
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  Sendy Ltd

  Oct 2017 - May 2019

  Customer Experience Specialist

  SENDY is a SAAS company that offers a door-to-door deliveries or logistic platform for E-commerce clients.• Talk to clients through a series of actions, either via phone, email or chat, until they’ve solved a technical or non-technical issue.• Create new knowledgebase articles – WIKI to capture new technical issues/resolutions for reuse throughout the centre.• Properly escalate unresolved issues to appropriate internal teams (e.g., software developers)• Ensure all issues are properly logged• Work closely with other departments i.e., operations, software developers, Sales, finance and product managers teams to identify customer demands and enquiries• Monitoring Sendy’s dispatch system from order confirmation to package delivery and managing all vehicle (bikes, pickups, vans and trucks) • Partner recruitment, training, on-boarding and responding to all their queries via phone & chats and implement performance and disciplinary needs.• Manage the drivers and transport assistants to ensure effective and optimal service is offered to our customers. Show less

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  XOKO

  Jun 2019 - Jun 2021

  • Own overall relationship with Xoko clients, which include: Successful onboarding, increasing adoption, ensuring retention and satisfaction. Establish a trusted/strategic advisor relationship with each client and drive continued value of our products and services.• Work with clients to establish business and technical goals, or other key performance indicators, and aid the customer in achieving their goals.• Responsible for the customer's renewal, and work closely with sales on expansion of the platform through up-sells and cross-sells• Translate customer product requirements into partnership-oriented action plan with identified objectives, contributing stakeholders, milestones, and risks• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty• Influence future lifetime value through higher product adoption, customer satisfaction, and value delivered• Providing pre-sales technical assistance during trials.• Make and give presentations/demos to prospective clients.• Negotiating tender and contract terms and conditions to meet both client and company needs. Show less • Manage a team and assist in hiring of technical support Engineers.• Performing functional testing and analysis to troubleshoot POS device.• Conduct frequent POS hardware troubleshooting and repairs• Resolving POS issues including hardware failure and connectivity issues• Assist customers remotely to install Wireless and network devices• Oversee and enhance the use of customer service channels and enforce support of SLA.• Oversee the on-boarding of new customers and ensure a successful conclusion• Be the focal point for the customer’s every need and become a trusted advisory with customers by deeply understanding their business and aligning their needs with our solutions• At Xoko I’ve managed to create, author, and maintain a full Customer Help center which includes; Support Knowledge Base and customer-facing Frequently Asked Questions (FAQs). Show less

  • Customer Success Manager

    Jul 2019 - Jun 2021

  • Technical Customer Support Manager

    Jun 2019 - May 2021
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  BonRezo

  Aug 2021 - Aug 2023

   Identified patterns and trends in agricultural and finance datasets and provided insights to inform business decisions. Developed and designed interactive Power BI dashboards that provided valuable insights into agricultural and financial data, enhancing decision-making processes for clients. Demonstrated advanced Excel skills, including data manipulation, complex formula creation, and VBA automation, resulting in more efficient data processing and reporting. Improved data quality by implementing rigorous data cleansing and validation processes, reducing errors in financial and agricultural datasets Conducted comprehensive financial analyses, including cost-benefit analysis, financial forecasting, and variance analysis, assisting clients in optimizing their financial strategies. Utilized data analytics to offer actionable insights for agricultural clients, such as crop yield predictions, resource allocation optimization, and risk assessments Created customized Excel reports tailored to client needs, providing clear and concise summaries of financial and agricultural data Designed and implemented automated data workflows, reducing manual data entry and processing time, and ensuring data accuracy. Leveraged a deep understanding of both agriculture and finance sectors to bridge domain-specific knowledge gaps and deliver more comprehensive solutions. Fostered strong client relationships by actively listening to their needs, providing regular updates, and delivering solutions that exceeded expectations. Successfully managed multiple projects simultaneously, ensuring on-time delivery and adherence to project budgets Conducted risk assessments and developed risk mitigation strategies using data analytics, enhancing clients' ability to proactively manage risks Show less

  • Data Analyst

    Aug 2021 - Aug 2023

  • Technical Support - Consultant

    Aug 2021 - Dec 2021
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  Apexloads

  Oct 2023 - Mar 2024

  Apexloads is an online load-board that connects cargo owners with transporters to streamline the freight-truck matching process and facilitate faster payments. Set parameters and guidelines to measure performance to objectives and set targets. Review, analyze, understand, and improve daily, weekly, monthly and quarterly employees’ performance. Heavy coordination with Country managers and Customer support specialists to ensure total customer satisfaction Commitment to discuss questions and recommendations about processes and any observed variations in performing tasks in order to ensure a standardized approach to work and services provided. Participation in education as required for company’s compliance and role-specific functions and tasks Maintain constant communication with CEO, CTO, the development team and internal staff to ensure proper operations of the company Manage team overall productivity through effective KPIs guidance and performance management. Monitor and analyze customer feedback to identify areas of improvement so as increase in customer satisfaction and increase in customer retention rates. Monitor internal employees’ performance and take corrective measures when necessary, and prepare detailed updates. Meets with and reports to the CEO about the company’s daily operation, as well as about the CEO’s plans for any upcoming adjustments or developments to business operations strategy, or other company goals and objectives. Show less  Provide comprehensive IT support to Apexloads users escalated from customer support team via various channels, including phone, email, and remote access. Resolve technical issues promptly and professionally, ensuring minimal disruption to clients' operations. Troubleshoot software problems, collaborating with relevant teams as needed. Assist in the setup and configuration of IT systems, software and various external useful platforms for internal staff such as HubSpot, 3CX consoles and Callyzer among others.  Educate clients on IT-related matters and provide guidance on best practices. Work with software development team to scope, specify, and test integrations when new features are brought on board. Identify, plan, and champion optimizations to Apexloads software App to improve its performance, reliability, and maintainability. Deploy and retrieve computer hardware remotely by shipping and ensuring the PCs are fully functional and set-up. Teach internal employees how to use newly deployed IT systems or platforms. Show less

  • Logistics Operations Specialist (East Africa)

    Dec 2023 - Mar 2024

  • Technical Specialist (East Africa)

    Oct 2023 - Mar 2024