Alain Okwach Ojukwu
Verified Expert in Support and Operations
Support & Operations Expert
Nairobi, Nairobi County, Kenya
Toptal member since February 18, 2026
Alain is a dedicated, customer-focused professional with experience in client support, communication, service delivery, and Airtable data annotation. With a strong background in customer experience and operations, she builds trust, resolves issues efficiently, and delivers consistent value while being reliable, detail-oriented, and adaptable in fast-paced environments.
Expertise
- Customer Support
- Data Entry
- Gmail
- Google Sheets
- Jira
- Microsoft Outlook
- Slack
- Ticketing Systems
Work Experience
Customer Support Specialist
betPawa
- Streamlined ticket workflows, cutting response time from 12h to 4h and boosting customer satisfaction by 27%.
- Managed 8 support agents, maintaining 95% SLA adherence and exceeding monthly resolution targets by 15%.
- Developed training programs that improved first-call resolution rates by 22% in 3 months.
Service Delivery Coordinator
Majorel Kenya
- Strategically reduced escalation rates by 15% by implementing a first-touch resolution model, significantly enhancing organizational efficiency.
- Acted as a key point of contact for diverse stakeholders, leveraging technical insights to influence partner satisfaction and loyalty.
- Brokered high-volume solar product solutions successfully, achieving a 70% conversion rate for 6 consecutive months through persuasive negotiation.
Customer Support Specialist
d.light design
- Analyzed ticket volumes and performance metrics, increasing peak-hour coverage by 30%.
- Implemented quality protocols, reducing client transaction errors from 4% to 1.2%.
- Led cross-team projects, cutting escalated tickets by 40% through client pain point solutions.
Project History
Customer Operations & Service Delivery Optimization
Led operational strategy improvements that increased first-contact resolution by 10% and reduced escalation rates by 15% through workflow optimization and stakeholder coordination.
Managed customer operations and service delivery initiatives across high-volume support environments within the betting, outsourcing, and solar industries. I collaborated with cross-functional teams to improve operational efficiency, customer satisfaction, and the handling of escalations. I implemented data-driven workflows and quality assurance frameworks that consistently maintained customer satisfaction scores above 90%. I also contributed to stakeholder engagement, reporting, and process optimization while mentoring teams in fast-paced environments.
Skills
Tools
Zendesk, Freshdesk, Jira, Slack, WordPress
Administrative Operations
Data Entry, Transcription, Customer Service, Support
Automation & No-code
Zapier, n8n, Airtable Automations
CRM & Sales Tools
Salesforce
Customer Support
Ticketing Systems, CSAT
Documentation
Call Notes
Product Support
Troubleshooting
Productivity Suites
Microsoft Outlook, Gmail, Google Docs, Google Sheets, Microsoft Excel
Professional Skills
Problem Solving, Data Annotation
Project Management Tools
Wrike, Airtable
Sales Operations
CRM
Tool Features
Project Setup
Troubleshooting
Testing
Other
Customer Support, Problem Management, Dispute Resolution, Google Workspace, Live Chat, Chatbot Conversation Design, Chatbots, Data Processing, Call Agent, Automation, Subtitling, MacOS, Microsoft 365, Domain Adaptation, IT Consulting, Squarespace, Webflow, Architecture, Data Loss Prevention (DLP), Data Migration, Data Governance, Administrative Assistance, Web, Web Development, Web Design, Technical Support, Project Management, Project Planning, Customer Service Support, Customer Service Management (CSM), HIPAA Compliance, Mobile eCommerce, ShipStation, eCommerce Development, Talent Management, Talent Strategy, Meta Ads, Business Strategy, Client Retention, Operations, Customer Acquisition, LinkedIn Profiles, Social Media Login, LinkedIn, Coding, Payroll & Benefits, Compliance, Helpdesk, English, Scripting, Lesson Development, Process Design
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