Antony Awuor
Customer Support Specialist
Nairobi, Nairobi Province,Nairobi
Summary
Dynamic and results-oriented professional with a strong drive for success and commitment to achieving personal and organizational goals through dedication and hard work. Proven ability to excel in both independent and collaborative environments, complemented by a passion for continuous learning and development. Exceptional communication, empathy, and problem-solving skills enhance the ability to navigate challenges effectively. Embraces diversity, open-mindedness, and flexibility, fostering a positive and inclusive workplace culture.
Overview
8
8
years of professional experience
4
4
Languages
Work History
Senior Transcription Editor
Inflexion AI Pty Ltd
11.2025 - Current
- Managed multiple projects simultaneously, ensuring timely delivery of high-quality editorial work.
- Prepared, rewrote, and edited pieces to improve readability and impact.
- Kept up-to-date on industry trends and emerging topics to ensure the relevancy of published materials.
- Collaborated with writers to improve content structure and clarity, resulting in increased reader engagement.
- Enhanced publication quality by diligently proofreading and editing articles for grammar, spelling, and consistency. and this increased our quality by 30%
Advisor 1
Concentrix
06.2025 - Current
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times and this increased our work quality rate by 20%.
- Mentored junior advisors, fostering a supportive team environment focused on growth and learning.
- Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
- Participated in training programs to enhance product knowledge and customer service skills.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Sales Associate
Java House-Kenya
04.2024 - 04.2025
- Built relationships with customers to encourage repeat business.
- Solved customer challenges by offering relevant products and services.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Assessed customer needs and utilized suggestive selling techniques to drive sales and this increased our sales by 10%.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Engaged with customers to effectively build rapport and lasting relationships.
Trust and Safety and Quality Analyst
Samasource
01.2022 - 03.2023
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions and this increased our quality by 20%.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
Content Moderator
Samasource
11.2019 - 12.2021
- Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
- Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality. Site quality increased by 50%.
- Strengthened team efficiency by training new moderators on best practices, guidelines, and workflow processes.
- Proactively identified areas requiring policy updates or clarifications, reducing the occurrence of inconsistencies in content moderation decisions.
AI Data Trainer (Imagery Annotation)
Samasource
07.2018 - 11.2019
- Worked effectively in fast-paced environments.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Paid attention to detail while completing assignments.
- Organized and detail-oriented with a strong work ethic.
- Learned and adapted quickly to new technology and software applications. and this increased our productivity by 10%.
Education
Diploma in Customer Service
Alison
Online 04.2001 -
Certificate in AI And Web Research
Sama School
Nairobi 04.2001 -
Advance Diploma in Purchasing And Supplies
NIBS University
Nairobi 04.2001 -
Skills
Editing skills
Timeline
Senior Transcription Editor
Inflexion AI Pty Ltd
11.2025 - Current
Advisor 1
Concentrix
06.2025 - Current
Sales Associate
Java House-Kenya
04.2024 - 04.2025
Trust and Safety and Quality Analyst
Samasource
01.2022 - 03.2023
Content Moderator
Samasource
11.2019 - 12.2021
AI Data Trainer (Imagery Annotation)
Samasource
07.2018 - 11.2019
Diploma in Customer Service
Alison
04.2001 -
Certificate in AI And Web Research
Sama School
04.2001 -
Advance Diploma in Purchasing And Supplies
NIBS University
04.2001 -