Raphael Njau

Successfully cross-trained across multiple departments to increase operational efficiency and flexibility, including roles in

• Cart Wrangling
• Inbound Jam Breaking
• Inbound Container Building
• Inbound Induct Station.

Demonstrated ability to adapt to fast-paced environments while maintaining high productivity standards.

Contributed to smooth workflow by quickly resolving issues in inbound operations, reducing delays, and increasing team productivity.

Worked collaboratively across departments to ensure seamless transitions and support during peak operational periods.

Assisted in improving process efficiency, enhancing team performance, and ensuring timely and accurate product movement.

• Managed account maintenance for Vanguard investors, ensuring clients’ needs were met with accuracy and efficiency.
• Provided daily assistance to clients via telephone, offering solutions for account-related inquiries, and escalating complex issues to the appropriate department. Managing 50 - 100 clients daily on average.
• Utilized Windows operating systems, including Office 365, Outlook, and Teams, to track client requests and document case histories.
• Maintained strict confidentiality and compliance with company policies while handling sensitive client and company data.
• Collaborated with internal teams to resolve client concerns, ensuring high levels of satisfaction and timely resolutions.

• Delivered exceptional customer service by handling 15 - 30 inbound calls on average daily and creating detailed tickets for each user, documenting incidents and resolutions.
• Provided first line troubleshooting support via calls and chat, diagnosing technical issues and offering timely solutions.
• Exercised strong verbal communication skills to effectively guide users through technical problems and ensure high customer satisfaction.
• Made informed decisions to resolve issues or escalate complex problems to Level 2 representatives or appropriate resolver groups, ensuring efficient problem resolution.
• Maintained accurate records of user interactions, system issues, and resolutions in alignment with service level agreements (SLAs) and company protocols.

Reported directly to the IT Manager, supporting various IT projects to improve system functionality and user experience.

• Organized file structures and maintained databases to ensure efficient access to company information.
• We set up new computer workstations, configured email addresses, and created user accounts to ensure seamless onboarding of new employees.
• Provided local troubleshooting and support for technical issues, offering timely resolutions to minimize downtime.
• Properly documented support activities, including repair requests and solutions, to ensure accurate tracking and compliance with internal processes.

Assisted with non-IT duties such as moving and organizing office spaces, ensuring a well-maintained and efficient work environment.