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
Professional customer service executive resume examples
Top Hiring Companies: The Kenya Bankers-Kakuma, Ison xperiences & Nakama Tech Bpo(Zuku Fiber Campaign), CCI Kenya, Nakama Tech Ltd (Zuku Fiber Campaign)
Common Work Locations: Nairobi, Kakuma, Kenya, nairobi
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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