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.
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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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Top Hiring Companies: Pawn Security Services, Moto Gari, Cci, Doha Metro Fifa World Cup
Common Work Locations: Nairobi, Doha, Nyeri, Mombasa
Top Skills
Problem-SolvingCustomer ServiceCommunicationTime ManagementTeamworkAdaptabilityExcelPowerpoint
Education Levels
Bachelor's Degree 51.8%
Diploma 27.9%
High School 9.1%
Certificate 3.8%
KCSE Certificate 2.8%
Top Schools
- University Of Nairobi 40
- Kenyatta University 27
- East African School Of Aviation 20
- Moi University 17
- Meru University Of Science And Technology 13
Top Certifications
- Iata In Travel And Tourism Management 20
- Iata In Travel And Tourism Consultancy 20
- Iata In Travel And Tourism Foundation 20
- Project Management And Fundraising 12
- Proposal Writing 12
Common Responsibilities
- • Guided customers through product selection and efficiently resolved issues pertaining to mobile services, improving cust...
- • Resolved internet and service disruptions, improving customer satisfaction scores by 20% through effective problem-solvi...
- • Cultivated strong customer relationships, ensuring high satisfaction and effective communication with agrochemical clien...
- • Processed invoices and monitored operational procedures, ensuring compliance and efficiency within cooperative guideline...
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