Brenda Kilimo
About Brenda Kilimo
Brenda Kilimo is a Customer Support Specialist with extensive experience in handling customer issues and maintaining high satisfaction scores. She has worked with various organizations, including Deloitte and Influx, and has a degree in Telecommunications and Information Engineering from DeKUT.
Work at Influx
Brenda Kilimo has been employed at Influx as a Customer Support Specialist since 2020. In this role, she handles Tier 2 support escalations across the UK, AU, and US markets. Her responsibilities include collaborating with cross-functional teams, such as product engineering and finance, to ensure timely resolution of customer issues. Brenda has maintained a high customer satisfaction score of over 89% while managing over 100 customer issues through the Zendesk platform.
Previous Experience at Deloitte
Brenda Kilimo worked at Deloitte in various capacities from 2018 to 2021. Initially, she served as a User Support Specialist in IT for two years, where she provided technical assistance to users. Following this role, she took on the position of Tech Support Lead for the YALI RLC, a USAID project, for 11 months in a remote capacity. Her experience at Deloitte contributed to her skills in customer support and technical problem-solving.
Education and Expertise
Brenda Kilimo earned her Bachelor of Science degree in Telecommunications and Information Engineering from Dedan Kimathi University of Technology (DeKUT), completing her studies from 2011 to 2016. This educational background has equipped her with the technical knowledge necessary for her roles in customer support and IT. Brenda's expertise includes handling customer issues, training new hires, and contributing to knowledge base documentation.
Customer Support Background
Before joining Influx, Brenda Kilimo gained valuable experience in customer support roles. She worked at Jamii Telecommunications Ltd as a Customer Support Representative for five months in 2015. Additionally, she served as User Support - IT at Ramsa Limited in 2017 for 11 months. These positions helped her develop strong communication skills and a customer-focused approach.
Training and Onboarding Skills
Brenda Kilimo has successfully trained and onboarded five new hires on a dedicated client account at Influx. This experience highlights her ability to share knowledge and ensure that new team members are well-prepared to handle customer inquiries and issues effectively. Her contributions to training enhance team performance and support customer retention efforts.