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
Top Hiring Companies: Kenya Airports Authority, This Is Africa Travel Agency, CCI Global (AMERIGAS), CCI Kenya
Common Work Locations: Nairobi, Embakasi, Nyeri, Nakuru
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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