Motivated Customer Service Intern with 1+ years of experience in call center operations and client support. Skilled in conflict resolution, CRM systems, and customer satisfaction improvement. Recognized for achieving 95% positive feedback rate through effective communication and service recovery techniques.
Customer Service Intern CV Examples Kenya
Professional customer service intern resume examples
Customer Service Intern Resume Examples
Peter
Adhiambo
Kisumu, Kakamega, Kenya
•Phone +254712345678
•p.adhiambo254@gmail.com
WORK EXPERIENCE
Customer Support Representative
• Kenya
Customer Care Solutions Kenya
March 2023 - Present
• Handled 50+ daily customer inquiries via phone and email for Safaricom M-Pesa services
• Achieved 92% first-call resolution rate through effective troubleshooting techniques
• Improved customer satisfaction scores by 15% through active listening and tailored solutions
Service Desk Assistant
• Kenya
TeleServe East Africa
June 2022 - February 2023
• Managed customer complaints for 10+ corporate accounts including Equity Bank agents
• Reduced average call handling time by 20% through improved call scripting
• Maintained 98% accuracy in customer data entry into Zendesk CRM system
EDUCATION
Diploma in Business Management
Jomo Kenyatta University of Agriculture and Technology (JKUAT)
• Kenya
• Expected December 2024
Kenya Certificate of Secondary Education (KCSE)
Kakamega High School
• Kenya
• November 2018
SKILLS
Customer Relationship Management (CRM) | Active Listening | Conflict Resolution | Microsoft Office Suite | Bilingual (English & Swahili) | Complaint Handling | Call Center Operations | Data Entry (60 WPM)
PROJECTS
Customer Feedback Analysis Project
• Kenya
• Analyzed 500+ customer service interactions to identify key pain points for mobile banking users
• Presented findings to management leading to implementation of 3 new service protocols
• Developed FAQ database that reduced similar inquiries by 30%
Service Recovery Initiative
• Kenya
• Designed and implemented customer compensation framework for service failures
• Trained 15 colleagues in service recovery techniques
• Resulted in 40% reduction in repeat complaints for escalated cases
CERTIFICATIONS
Certified Customer Service Professional (CCSP)
• Kenya
• March 2023
Kenya Institute of Management
ICDL Digital Literacy Certification
• Kenya
• January 2022
ICDL Africa
ACCOMPLISHMENTS
Employee of the Month
• October 2023
Customer Care Solutions Kenya
Top Performer - Call Resolution
• Q4 2022
TeleServe East Africa
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Top Hiring Companies: Safaricom, Sarova Stanley Hotel, Fortune Sacco, Kenya Commercial Bank (Kcb)
Common Work Locations: Nairobi, Mombasa, Vihiga
Top Skills
Problem-SolvingTeamworkCustomer ServiceCommunication (Written & VerbalTime ManagementActive ListeningData EntryAdaptability
Education Levels
Bachelor's Degree 81.2%
Certificate 9.4%
Diploma 9.4%
Top Schools
- Meru University Of Science And Technology 12
- University Of Nairobi 6
- Kenyatta University 4
- Moi University 2
- Kenya Utalii College 1
Top Certifications
- Project Management And Fundraising 12
- Proposal Writing 12
- Certificate In Computer Proficiency 2
- Iata Diploma In Travel And Tourism Foundation 1
- Iata Diploma In Travel And Tourism Consultant 1
Common Responsibilities
- • Processed invoices and monitored operational procedures, ensuring compliance and efficiency within cooperative guideline...
- • Assisted guests with inquiries and resolved issues, ensuring a high level of satisfaction and adherence to service stand...
- • Utilized CRM software to perform KYC and record customer details.Assisted clients with pre- and post-transition support ...
- • Assisted customers with account inquiries, transactions, and problem resolution in a fast-paced banking environment.Proc...
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