Dedicated Customer Support Agent with 4+ years of experience in resolving customer inquiries and improving service delivery in Kenyan BPO environments. Proven expertise in CRM systems, conflict resolution, and achieving customer satisfaction targets. Bilingual in English and Swahili with strong communication skills.
Customer Support Agent CV Examples Kenya
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Customer Support Agent Resume Examples
Grace
Wanjiku
Mombasa, Uasin Gishu, Kenya
•Phone +254722345678
•grace.wanjiku@email.com
WORK EXPERIENCE
Senior Customer Support Representative
• Kenya
AFS Customer Solutions Ltd
Jan 2022 - Present
• Reduced average call handling time by 25% through improved scripting and knowledge base utilization
• Achieved 98% customer satisfaction rating across 500+ monthly interactions (Q4 2023)
• Mentored 5 junior agents, improving team's first-call resolution rate by 18%
Customer Service Associate
• Kenya
Skyward Support Services
Mar 2019 - Dec 2021
• Handled 70+ daily customer inquiries across phone, email, and social media channels
• Implemented feedback system that reduced repeat complaints by 40%
• Recognized as 'Employee of the Quarter' twice for exceptional performance metrics
EDUCATION
Kenya Certificate of Secondary Education (KCSE)
Nairobi Aviation College
• Kenya
• Nov 2018
SKILLS
Customer Relationship Management (CRM) | Zendesk | LiveChat | Conflict Resolution | Multi-channel Support | English & Swahili Fluency | Data Entry | Microsoft Office Suite | Problem Solving
PROJECTS
Customer Feedback Optimization Initiative
• Kenya
• Designed and implemented new feedback collection system for 15,000+ customer base
• Resulted in 30% increase in actionable customer insights for service improvement
• Integrated feedback data with CRM system for personalized service approaches
CERTIFICATIONS
Certified Customer Service Specialist (CCSS)
• Kenya
• May 2021
Kenya Institute of Customer Service
Zendesk Support Administrator Certification
• Kenya
• Aug 2022
Zendesk Academy
ACCOMPLISHMENTS
Top Performer Award
• Q3 2023
AFS Customer Solutions Ltd
Service Excellence Recognition
• 2020
Skyward Support Services
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Top Hiring Companies: Azuri Technologies, Melbatech
Common Work Locations: Nairobi
Top Skills
Customer Relationship Management (CrmCustomerRelationshipManagement (CrmProblem-SolvingCustomer AcquisitionBusiness Growth And RetentionSales Funnel Development
Education Levels
Bachelor's Degree 88.9%
Certificate 11.1%
Top Schools
- University Of Nairobi 4
- Mount Kenya University 2
- Jaramogi Oginga Odinga University Of Science And Technology 2
- Kenya Institute Of Management 1
Top Certifications
- Certificate: Data Science 4
- Certificate: International Driving Licenses (Icdl) 4
- Customer Service Certificate 2
Common Responsibilities
- • Addressed customer inquiries via chat and phone, resolving an average of 30+ technical issues daily related to account a...
- • Managed the registration process for new customers, ensuring seamless onboarding and accurate data capture within compan...
- • Managed high-volume daily mobile money transactions exceeding KES 100,000, ensuring accuracy and security.Maintained a p...
- • Provided customer assistance by answering player inquiries via chat and phone, resolving technical issues, and assisting...
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