Dedicated Customer Service Professional with 5+ years of experience in high-volume call centers. Proven track record in resolving customer inquiries, improving satisfaction scores, and implementing service improvements. Skilled in CRM systems, conflict resolution, and cross-functional team collaboration within the Kenyan market context.
Customer Service CV Examples Kenya
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Top Hiring Companies: Pawn security services ltd, Moto Gari Limited, CCI Kenya, Doha Metro FIFA World Cup
Common Work Locations: Nairobi, Doha, Nyeri, Mombasa
Customer Service Resume Examples
Mary Onyango
Mombasa, Kiambu, Kenya
•Phone +254 712 345 678
•mary.onyango@email.com
WORK EXPERIENCE
Senior Customer Service Representative
• Kenya
CallPro Solutions Kenya
Jan 2022 - Present
• Achieved 95% customer satisfaction rating through effective query resolution (exceeding team average by 15%)
• Mentored 8 junior staff members on customer engagement best practices and CRM system usage
• Reduced average call handling time by 25% through process optimization techniques
Customer Care Agent
• Kenya
East Africa Customer Care Hub
Mar 2019 - Dec 2021
• Handled 50+ daily customer inquiries across phone, email, and social media platforms
• Implemented feedback system that improved first-call resolution rate by 30%
• Recognized as Top Performer for 6 consecutive quarters (2019-2021)
EDUCATION
Kenya Certificate of Secondary Education (KCSE)
Egerton University
• Kenya
• Nov 2019
SKILLS
Customer Relationship Management (CRM) · Conflict Resolution · Multi-channel Support · Zendesk · LiveChat · Communication Skills · Team Leadership · KPI Monitoring · Swahili & English Fluency
PROJECTS
Customer Feedback Automation System
• Kenya
• Designed and implemented automated feedback collection system reducing response time by 40%
• Integrated SMS-based survey system reaching 15,000+ customers monthly
Service Recovery Initiative
• Kenya
• Developed standardized service recovery protocol adopted company-wide
• Resulted in 22% reduction in customer escalations within first 3 months
CERTIFICATIONS
Certified Customer Experience Professional (CCEP)
• Kenya
• Jun 2021
Kenya Institute of Management
Advanced Communication Skills Certification
• Kenya
• Feb 2020
Strathmore Business School
ACCOMPLISHMENTS
Customer Service Excellence Award
• 2023
CallPro Solutions Kenya
Top Graduate - Customer Care Training Program
• 2020
East Africa Customer Care Hub
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