Customer Service Representative with 4+ years of experience in retail and service industries. Proven track record in complaint resolution, customer retention, and service quality improvement. Skilled in CRM systems, conflict resolution, and cross-functional team collaboration. Bilingual in English and Swahili.
Customer Service Representative CV Examples Kenya
Professional customer service representative resume examples
Customer Service Representative Resume Examples
Luke
Achieng
Machakos, Machakos County, Kenya
•Phone +254722345678
•luke.achieng@gmail.com
WORK EXPERIENCE
Senior Customer Service Associate
• Kenya
Trendy Stores Kenya
Jan 2022 - Present
• Reduced customer complaint resolution time by 35% through improved escalation protocols
• Achieved 94% customer satisfaction score in Q3 2023 - highest in company's Nairobi branch
• Trained 12 new customer service staff on M-Pesa payment systems and CRM software
Customer Service Representative
• Kenya
Fashion World Kenya
Mar 2019 - Dec 2021
• Managed 50+ daily customer inquiries across phone, email, and walk-in channels
• Implemented feedback system that improved NPS score from 68 to 82 within 9 months
• Coordinated with logistics team to reduce delivery complaints by 40% in 2020
EDUCATION
Diploma in Customer Service Management
Kenya Utalii College
• Kenya
• Jun 2018
SKILLS
Customer Relationship Management (CRM), Complaint Resolution, Swahili-English Bilingual, M-Pesa Transactions, Team Leadership, Microsoft Office Suite, Active Listening, Conflict Management, POS Systems, Data Entry
PROJECTS
Service Quality Improvement Initiative
• Kenya
• Led cross-departmental team to identify 5 key customer pain points through survey analysis
• Implemented new service protocols that reduced average wait time by 25%
• Developed training manual adopted company-wide for new customer service hires
CERTIFICATIONS
Certified Customer Service Professional (CCSP)
• Kenya
• Sep 2021
Institute of Customer Service Kenya
Professional Telephone Skills Certification
• Kenya
• Mar 2020
Kenya Association of Quality Assurance
ACCOMPLISHMENTS
Employee of the Quarter
• Q2 2023
Trendy Stores Kenya
Customer Service Excellence Award
• 2020
Fashion World Kenya
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Top Hiring Companies: Kenya Airports Authority, This Is Africa Travel Agency, Cci Global (Amerigas), Cci
Common Work Locations: Nairobi, Embakasi, Nyeri, Nakuru
Top Skills
Problem-SolvingCustomer ServiceTime ManagementCommunicationTeamworkAttention to DetailExcelAdaptability
Education Levels
Bachelor's Degree 42.2%
Diploma 35.5%
High School 7.2%
Certificate 4.2%
International Relations 3.6%
Top Schools
- University Of Nairobi 20
- East African School Of Aviation 20
- Riara University 6
- Moi University 6
- Kenya Methodist University 5
Top Certifications
- Iata In Travel And Tourism Management 20
- Iata In Travel And Tourism Consultancy 20
- Iata In Travel And Tourism Foundation 20
- Passport And I.D. Card 4
- Certified Virtual Assistant 3
Common Responsibilities
- • Turned around lagging client satisfaction rate and streamlined administrative processes by scheduling meetings, coordina...
- • Created detailed Excel reports and compelling PowerPoint presentations while expertly maintaining the supervisor's calen...
- • Handling inbound and outbound calls from patients, providers, and insurance companies regarding billing inquiries, claim...
- • Managed all customer inquiries and orders, ensuring seamless and efficient transaction processing.Facilitated payment pr...
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