Nyangoya Geofrey

Responded to 50+ weekly program-related questions on community channels, achieving a 99% CSAT and 98 NPS, ensuring high levels of learner satisfaction. Developed and distributed a weekly newsletter featuring 3-5 key program updates, contributing to a 49% graduation rate, surpassing the initial 35% goal. Created and promoted 2-3 weekly engagement prompts that led to an 87% first-week activation rate, boosting milestone completion rates. Supported the program team in designing and executing 5+ monthly program events, enhancing learner engagement and interaction. Analyzed survey data from 98,000 learners, preparing reports that informed high-level stakeholder decision-making and contributed to continuous program improvements.

Improved technical support for 700+ customer representatives, resulting in a 15% reduction in downtime and a 10% increase in productivity through data-driven performance tracking. Built and maintained dashboards for monitoring ticket resolution and team performance, ensuring consistent SLA adherence with a 95% success rate. Implemented network security measures that reduced cybersecurity incidents by 30%, enhancing data integrity and system stability. Collaborated with cross-functional teams to streamline processes, providing real-time insights that improved response times and service quality.

Led an organization-wide desktop upgrade initiative, increasing efficiency for 100+ users and reducing technical issues related to outdated hardware. Conducted research on hardware/software trends, providing data-backed recommendations to leadership for future upgrades. Supported data integrity and system administration through detailed documentation and proactive system monitoring.

Streamlined IT operations for 400 users and 300 devices, enhancing user satisfaction and increasing productivity through standardized workflows and 24/7 support. Developed and implemented data analysis and reporting tools in Excel and Google Sheets, optimizing performance tracking and reporting accuracy for executive reviews. Maintained Group Policy for secure IT infrastructure, ensuring system stability and compliance with organizational standards. Collaborated with finance and operations teams to develop scalable solutions, aligning IT functions with strategic business goals.

Evaluated source documents with 95% accuracy, maintaining data quality and preventing duplication errors. Created streamlined filing processes and documentation, supporting data accessibility and accuracy for ongoing business needs. Enhanced data entry processes by implementing a batch processing system, increasing overall data entry efficiency by 20% and reducing processing time.