Joshua Atinda
Business Administrator , Customer service Expert,Team Manager and Trainer with Sales
Nairobi,30
Overview
6
6
years of professional experience
Work History
Team Manager and Trainer
Pioneer Outsourcing
Nairobi
12.2022 - 07.2025
- Led a team of customer service representatives Agents, consistently achieving and exceeding performance targets.
- Implemented effective workflow management strategies that resulted in a 100% increase in team productivity.
- Processing orders and managing accounts.
- Managed client communications.
- Documenting and reporting.
- Evaluated training effectiveness and made continuous improvements to training curriculum and materials.
- Conducted ongoing training sessions to enhance employee skills and performance, resulting in improved customer satisfaction ratings.
- Reporting to the Operation manager regards Agents performance and updates.
Florist Support - Freelancer
Blossom Florist and Flower Delivery Service
03.2022 - 11.2022
- Respond to Florist Emails and give Immediate responds and solutions to their issues.
- Handling GBU Orders with Tasks: Verify Dup Post-Charge, Verify Legit Post-Charge and Verify Legit Order.
- Adjust payments/Process Payments.
- Respond to Incoming Calls.
- Processing customers orders.
Customer Service Representative
M-KOPA
05.2021 - 02.2022
- Manage large amounts of incoming phone calls.
- Identify and assess customers' needs to achieve satisfaction.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Provide accurate, valid and complete information by using the right methods/tools.
- Meet personal/customer service team sales targets and call handling quotas.
- Keep records of customer interactions, process customer accounts and file documents.
- Follow communication procedures, guidelines and policies.
Digital Marketing Intern
Olympus Financial
07.2019 - 04.2021
- Responded to online inquiries and directed potential leads to the sales team..
- Designed and presented social media campaign ideas.
- Assisted in managing corporate social media channels.
- Boosted lead generation with the creation of engaging email marketing campaigns.
- Monitored digital marketing trends and adapted strategies accordingly for enhanced results.
- Posted and scheduled content across company social media platforms to maintain a consistent online presence.
Education
Business Administration - undefined
KCA University
Skills
- Customer Service Specialist
- Microsoft Excel
- Customer Service
- Team Management
- Client Relations
- Virtual Assistant
- Zendesk
- Performance coaching
- Succession planning
Timeline
Team Manager and Trainer
Pioneer Outsourcing
12.2022 - 07.2025
Florist Support - Freelancer
Blossom Florist and Flower Delivery Service
03.2022 - 11.2022
Customer Service Representative
M-KOPA
05.2021 - 02.2022
Digital Marketing Intern
Olympus Financial
07.2019 - 04.2021
Business Administration - undefined
KCA University
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