Peter Njenga

Define and monitor data application availability for all CRM and Contact Center systems. Provide expert management of IT application incidents, root cause analysis, management of problems and closure of recurring incidents. Implement proactive controls based on machine learning or similar techniques on domain systems. Maintain reports on SLA conformance and support trends.

Manage and resolve customer complains. Document customer interaction according to standard operating procedures. Ensure accurate and timely filing of all presented customer documentation. Maintain and improve quality results by adhering to standards and guideline. Identify and escalate priority issues and follow up customers concerns. Offer high quality customer experience to customers.

Provided support for the bank’s Card Switch and the devices connected to the Card switch – namely ATM Machines, POS Terminals, Card Factory, Fraud Analyzer System and Agency Banking Devices.

Operate a 24/7 help desk. Perform daily checks on all vehicle tracking units to ensure that they are constantly reporting in real time. Manage and populate a support ticket system. Take ownership of all customer complaints received through email, or telephone and provide first level support with an aim to resolving the problems. Help clients to customize their user accounts to achieve the desired fleet & fuel reporting / alerting.