Penina Wanjiru

Provided administrative and creative support to small businesses and solo entrepreneurs, including inbox management, calendar coordination, and document formatting. Researched and created engaging, SEO-friendly content on a variety of topics including lifestyle, tech, and personal development. Managed client communications, organized files, and maintained CRM records to ensure smooth business operations. Drafted and edited blog posts, newsletters, and social media content, aligning with brand tone and target audience. Demonstrated strong time management and self-motivation while working independently in a fully remote environment.

Monitored critical network systems and services in real-time, ensuring 24/7 availability for enterprise clients. Responded swiftly to network outages and service disruptions, coordinating with internal teams to resolve incidents and escalate when needed. Provided Tier 1 & Tier 2 support to clients via phone, email, and ticketing platforms (Zendesk & Freshdesk). Documented and updated customer incidents, solutions, and troubleshooting steps in CRM systems. Performed initial diagnostics and remote support for routers, switches, and firewall devices. Guided clients through technical setups and connectivity issues with clear, simplified communication. Managed and verified system alerts, and proactively followed up to prevent future disruptions. Contributed to quality improvement suggestions within the support workflow, leading to faster resolution times and reduced repeat incidents.

Responded to a wide range of customer inquiries regarding internet service outages, connection setups, and billing across multiple channels—maintaining a customer satisfaction rating of over 90%. Diagnosed and resolved basic network and device issues, including router configurations and modem resets, reducing technician dispatches by 25%. Used Freshdesk to log support tickets, track resolutions, and escalate cases to technical departments for further action, ensuring SLA compliance. Provided customers with real-time guidance during internet setup and troubleshooting, improving first-call resolution rates. Collaborated with team members to enhance documentation and update internal knowledge base resources, leading to improved efficiency for new support staff.