Customer Service Executive with 4+ years of experience in tech-enabled service environments. Proven expertise in resolving complex customer inquiries, implementing service improvements, and leveraging CRM systems. Combines technical computer science background with strong interpersonal skills to deliver exceptional customer experiences.
Customer Service Executive CV Examples Kenya
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Customer Service Executive Resume Examples
David
Kiprotich
Nyeri, Kisumu, Kenya
•Phone +254722345678
•d.kiprotich@email.com
WORK EXPERIENCE
Senior Customer Service Specialist
• Kenya
CCI Kenya Ltd
Jan 2022 - Present
• Implemented new customer feedback system that improved NPS scores by 22% within 6 months
• Reduced average response time by 35% through workflow optimization and staff training
• Led migration to Zendesk CRM platform, training 15 team members on new system features
Customer Service Representative
• Kenya
SafiTel Communications
Jul 2019 - Dec 2021
• Handled 50+ daily customer inquiries via phone, email, and social media with 94% satisfaction rate
• Pioneered mobile money (M-Pesa) payment support system that increased payment compliance by 30%
• Recognized as 'Employee of the Quarter' Q3 2020 for exceptional service metrics
EDUCATION
Bachelor of Science in Computer Science
Kenyatta University
• Kenya
• June 2022
SKILLS
Customer Relationship Management (CRM) | Zendesk | LiveChat | Service Level Agreements (SLAs) | Conflict Resolution | Technical Support | Microsoft Office Suite | Data Analysis | Swahili & English Fluency
PROJECTS
Self-Service Portal Implementation
• Kenya
• Designed and launched customer self-service portal for CCI Kenya, reducing ticket volume by 45%
• Integrated with Safaricom M-Pesa API for seamless payment processing
• Achieved 78% adoption rate within first 3 months of launch
Customer Satisfaction Analytics Dashboard
• Kenya
• Developed Power BI dashboard tracking 12+ KPIs across 4 service channels
• Identified key pain points leading to 25% improvement in first-call resolution rate
• Implemented automated report generation saving 15+ weekly work hours
CERTIFICATIONS
Certified Customer Service Professional (CCSP)
• Kenya
• March 2023
Kenya Institute of Management
Zendesk Administrator Certification
• Kenya
• November 2021
Zendesk Academy
ACCOMPLISHMENTS
Service Excellence Award
• 2023
CCI Kenya Ltd
Top Performer - Customer Satisfaction
• Q4 2020
SafiTel Communications
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Top Hiring Companies: The Kenya Bankers-Kakuma, Ison Xperiences & Nakama Tech Bpo(Zuku Fiber Campaign), Cci, Nakama Tech Ltd (Zuku Fiber Campaign)
Common Work Locations: Nairobi, Kakuma, Kenya, Nairobi
Top Skills
Problem-SolvingCommunicationCustomer ServiceConflict ResolutionTime ManagementAdaptabilityTeam CollaborationSales
Education Levels
Bachelor's Degree 36.1%
Diploma 32.8%
High School 23.0%
Certificate 8.2%
Top Schools
- Kiriri Women'S University Of Science And Technology 12
- St.Francis Rang'Ala Girls 12
- Kenyatta University 9
- Kenya Institute Of Management 4
- Jaramogi Oginga Odinga University Of Science & Technology 4
Top Certifications
- Software Development (Ongoing) 8
- Virtual Assistant 7
- Computer Packages And Ms Publisher 2
- Business Administration (Higher Education Certificate) 2
- Certificate In Community Development And Social Work 1
Common Responsibilities
- • Resolved internet and service disruptions, improving customer satisfaction scores by 20% through effective problem-solvi...
- • Responded to customer queries through phone calls, emails, and live chats with professionalism and empathy.Marketed comp...
- • Managed all client communications, including inbound and outbound calls, emails, and messaging.Cultivated strong custome...
- • Initiated and confirmed appointments with clients for tracker installations and deinstallations, ensuring efficient sche...
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