Brian Gachenia
Customer Care Representative
Kiambu,13
Summary
Friendly and efficient customer service team member devoted to maximizing customer satisfaction through exceptional service and support. Strong knowledge of customer relations industry standards, excelling at retaining product and service information for effective issue resolution. Possesses skills to promote sales and increase revenue while addressing diverse issues. Dedicated and detail-oriented Customer Service Specialist with two years of call center experience, prioritizing tasks, completing multiple assignments simultaneously, and consistently achieving goals. Valuable team player with expertise in scheduling, customer relationship management, and document control. Accomplished Sales Agent with a proven track record of meeting aggressive sales goals and building lasting relationships with customers and partners.
Overview
3
3
years of professional experience
3
3
Languages
2
2
Certificates
Work History
Customer Service Representative
Influx
09.2024 - 02.2025
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled emails and chats with customers, maintaining a high quality performance.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Improved resolution time with effective problem-solving for customer complaints.
Customer Service Representative
CCI kenya
10.2022 - 06.2024
- I have worked for two International Companies namely Metro by T-Mobile and JetBlue Airways as an Inbound and Outbound Call agent.
- I have performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
- Addressed customer service inquiries quickly and accurately.
- Developed empathetic client relationships and earned a reputation for consistently exceeding sales goals.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Kept detailed records of customer interactions for future reference.
- Responded to live chat rooms to answer and resolve customer queries, elevating customer satisfaction with immediate support.
- Handled high-volume telephone calls to address and resolve customer queries.
Sales Agent
Platinum Credit Limited
02.2022 - 09.2022
- Regularly updated Salesforce with accurate, up-to-date account information, enabling appropriate ongoing client care.
- Built and nurtured positive client and customer relationships through ongoing positive, professional communication.
- Maintained a smart, professional appearance, upholding brand image and promoting a positive company reputation.
- Created and implemented strategic territory plans, maximising account growth opportunities.
- Supported clients and marketing teams in developing and delivering innovative, engaging sales campaigns.
- Developed engaging sales pitches to promote products and services of company.
- Attended industry networking events, trade shows and connected in social media sites to incur prospective clients.
- Used social media platforms to reach out to prospective clients and cultivate strong ties.
Sales Agent
Telkom Kenya
11.2021 - 07.2022
- Secured new custom across door-to-door selling using exceptional communication and relationship-building skills.
- Built and nurtured positive client and customer relationships through ongoing positive, professional communication.
- Maintained a smart, professional appearance, upholding brand image and promoting a positive company reputation.
Education
Bachelor of Science - B.A. in Purchasing and Supplies Management
Muranga University of Technology
Murang'a, Murang'a District, KenyaCertificate of Higher Education - International Computer and Driving
LIIT College
Limuru, Kiambu District, KenyaGCSEs - KCSE
Munoru Highlands Secondary
Karen, Nairobi Province, KenyaGCSEs - KCPE
Effort Junior Academy
Kerugoya, Kirinyaga District, KenyaSkills
Offering sales support
Accomplishments
- Streamlined workflow by consolidating lengthy processes and redundant documentation that resulted in more effective and timely completion of handling and solving various customer issues and troubleshooting problems..
Languages
6,C2,6,C2
Timeline
Customer Service Representative
Influx
09.2024 - 02.2025
Customer Service Representative
CCI kenya
10.2022 - 06.2024
Sales Agent
Platinum Credit Limited
02.2022 - 09.2022
Sales Agent
Telkom Kenya
11.2021 - 07.2022
Zendesk Support Administrator Certification - Zendesk.
Microsoft Office Specialist (MOS) - Microsoft.
Bachelor of Science - B.A. in Purchasing and Supplies Management
Muranga University of Technology
Certificate of Higher Education - International Computer and Driving
LIIT College
GCSEs - KCSE
Munoru Highlands Secondary
GCSEs - KCPE
Effort Junior Academy
Certification
Zendesk Support Administrator Certification - Zendesk.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeContract WorkGig WorkWork Location
RemoteImportant To Me
Work from home optionPaid time offCompany CultureQuote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Languages
English
Bilingual or Proficient (C2)
Swahili
Bilingual or Proficient (C2)
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