Purity Franzen
Newton,KS
Summary
Experienced support professional with a strong focus on customer satisfaction and meticulous attention to detail. Skilled in technical support, order management, and administrative operations. Proven ability to enhance service delivery and resolve client issues efficiently. Proficient in navigating ticketing systems, collaborating with cross-functional teams, and ensuring prompt and precise order processing. Dedicated to providing customers with a seamless experience through streamlined internal processes and effective communication strategies.
Overview
3
3
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
Buchanan Technologies
Wichita, KS
11.2024 - Current
- Handled numerous customer inquiries, addressing product issues and providing service information.
- Tracked and updated order and service ticket statuses in ServiceNow, ensuring accurate documentation for follow-up and resolution.
- Coordinated with internal teams to resolve delays and fulfill service-related requests.
- Created and shared knowledge base content to support streamlined processes and reduce repeat issues.
- Identified common issues in support workflows and escalated recurring problems to senior staff for resolution.
- Maintained organized records of all customer contacts and resolutions to support follow-up service.
- Played a key role in improving service response times and reducing repeated complaints.
Technical Support Representative
Transsion Holdings
Nairobi,Kenya
05.2022 - 02.2024
- Delivered frontline support for product orders, warranty validation, and customer service inquiries via phone, email, and walk-in.
- Processed and tracked customer hardware/software service requests, ensuring proper documentation and customer updates.
- Generated reports and records related to service issues, ensuring smooth internal communication and escalation procedures.
- Reviewed and validated order information against company policies for accuracy in delivery, pricing, and inventory.
- Supported resolution of simple order-related discrepancies and followed up with departments for alignment.
Education
Bachelor Of Science - Information Technology
Jomo Kenyatta University of Agriculture&technology
Nairobi, Kenya11.2021
Skills
- Customer Order Processing & Fulfillment
- Issue Identification & Resolution
- Administrative & Clerical Support
- Internal & External Communication
- Service Ticketing (ServiceNow, JIRA, Salesforce)
- Documentation & Record Maintenance
- Microsoft Office Suite (Excel, Outlook, Word)
- SLA & Process Compliance
- Team Collaboration
- Strong Written & Verbal Communication
Accomplishments
- Reduced repeated customer complaints by streamlining support documentation and communication practices.
- Achieved 98% customer satisfaction by effectively resolving technical and administrative service issues.
Certification
CompTIA Security+ ce - September 2024
Technical support fundamentals-Google - Jan 2021
Timeline
IT Service Desk Analyst
Buchanan Technologies
11.2024 - Current
Technical Support Representative
Transsion Holdings
05.2022 - 02.2024
Bachelor Of Science - Information Technology
Jomo Kenyatta University of Agriculture&technology