Dedicated Customer Service Agent with 4+ years experience in resolving customer inquiries, improving satisfaction metrics, and implementing service improvements across fitness and retail sectors. Proven ability to handle high-volume interactions while maintaining 95%+ satisfaction ratings. Fluent in English and Swahili.
Customer Service Agent CV Examples Kenya
Professional customer service agent resume examples
Top Hiring Companies: FLY 540 AVIATION LTD, CCI Kenya, Apuesta Kenya Ltd, Kenya Airways
Common Work Locations: Nairobi, Tatu City, Nyamira, Doha
Customer Service Agent Resume Examples
Jane Adhiambo
Malindi, Nakuru County, Kenya
•Phone +254722123456
•jane.adhiambo@email.com
WORK EXPERIENCE
Senior Customer Experience Associate
• Kenya
LevelUp Fitness Hub
March 2022 - Present
• Reduced average call handling time by 25% through implementing new CRM workflows
• Achieved 97% customer satisfaction rating over 6 consecutive quarters (Q3 2022-Q4 2023)
• Trained 15 new staff members on customer service protocols and conflict resolution techniques
Customer Service Representative
• Kenya
Quickmart Retail Chain
August 2020 - February 2022
• Handled 80+ daily customer inquiries across phone, email, and social media channels
• Reduced complaint resolution time from 72 to 24 hours through improved escalation protocols
• Implemented feedback system that improved branch NPS score by 30 points
Customer Support Intern
• Kenya
Safiri Travel Agency
June 2019 - July 2020
• Managed booking modifications for 50+ weekly customers
• Developed FAQ database that reduced repetitive inquiries by 40%
• Assisted in implementing new IVR system handling 300+ daily calls
EDUCATION
Diploma in Logistics and Supply Chain Management
Jomo Kenyatta University of Agriculture and Technology
• Kenya
• November 2021
SKILLS
Customer Relationship Management (CRM) · Zendesk · LiveChat · Conflict Resolution · Swahili/English Bilingual · Complaint Handling · Customer Retention Strategies · Data Entry (60 WPM) · Microsoft Office Suite · Team Leadership
PROJECTS
Client Satisfaction Enhancement Project
• Kenya
• Led cross-functional team to redesign customer feedback collection process
• Increased response rate by 65% through SMS-based survey implementation
• Resulted in 22% improvement in overall customer satisfaction metrics
Service Recovery Initiative
• Kenya
• Developed standardized compensation framework for service failures
• Reduced escalations to management by 40% through frontline empowerment
• Implemented tracking system recovering 85% of at-risk customer relationships
CERTIFICATIONS
Certified Customer Service Professional (CCSP)
• Kenya
• March 2022
Customer Service Association of Kenya
Diploma in Business Communication
• Kenya
• August 2020
Kenya Institute of Management
ACCOMPLISHMENTS
Employee of the Month
• June 2022
LevelUp Fitness Hub
Top Performer in Customer Satisfaction Metrics
• Q4 2021
Quickmart Retail Chain
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