Machine Learning & Data Science
Calvin George Maigua Macharia
Customer Service Specialist
Nairobi
Summary
Dependable and results-driven customer service specialist with 4+ years’ experience in call center operations, technical support, and client relationship management. Skilled at mentoring new agents, resolving complex customer inquiries, and leading teams to consistently exceed KPIs. Known for making complex systems and tools feel simple, while turning frustrated customers into satisfied ones. Strong communicator and problem-solver with a track record of reducing churn, improving performance metrics, and fostering lasting customer relationships. Thrives in fast-paced environments, adapts quickly to new tools, and takes pride in creating positive customer experiences that drive loyalty and growth.
Overview
7
7
years of professional experience
2
2
Certifications
Work History
Virtual Assistant & Customer Support Specialist
Africa Data School
10.2023 - 08.2025
- Resolved 1000+ technical issues via chat, email and remote sessions, maintaining a 95%+ satisfaction score.
- Provided remote administrative support, including email management, scheduling, and data entry.
- Guided clients through account setup, product navigation, and data insights, helping them get maximum value
- Identified recurring bugs, documented solutions and escalated complex issues using CRM and ticketing tools.
- Proactively stayed current on product updates, integrations and troubleshooting methods, reducing resolution times by up to 30%.
- Assisted with online learning, routing Zoom calls, and managing Slack communications.
- Handled customer inquiries, payment follow-ups, and problem resolution.
- Trained and coached 3+ new remote support agents and led small group sessions to share best practices.
- Explored AI tools such as Copilot to streamline troubleshooting and knowledge base updates.
- Supported front desk operations and managed daily ticketing of technical issues.
Call Center Subject Matter Expert / Mentor
CCI Kenya (Metro by T-Mobile)
08.2022 - 09.2023
- Trained and mentored new agents, helping them build confidence and skills for top-notch customer service.
- Filled in for team managers when needed, keeping performance and service delivery on track.
- Led targeted coaching sessions that improved results across the board.
- Reduced line cancellations from 8% to 4% in just one month.
- Boosted key performance metrics: NPS +10.2% (72.7 → 80.13), CSAT +2.7% (9.18 → 9.43), NRS +7.3% (79.66 → 85.51).
Call Center Agent
CCI Kenya (Metro by T-Mobile)
07.2021 - 08.2022
- Delivered consistent, high-quality customer support through calls, resolving issues quickly and effectively.
- Handled sales calls, order processing, and billing inquiries, driving revenue while keeping customers satisfied.
- Generated sales leads and converted them into new customers, contributing to business growth.
- Monitored KPIs and suggested improvements that raised service quality and efficiency.
- Built lasting customer relationships by personalizing solutions and following up consistently.
Sales & Productivity Assistant
San-Mic Media Limited
11.2020 - 07.2021
- Generated quality leads via live events across six Kenyan counties through creative marketing and follow-up.
- Expanded client base by 30% through targeted prospecting and market segmentation.
- Increased brand visibility using SEO and digital campaigns, improving online engagement.
- Monitored and ensured flawless delivery of live events across multiple platforms (YouTube, Facebook, website), identifying and resolving stream disruptions in real-time to maintain broadcast quality.
- Proactively verified stream status ahead of scheduled events and initiated corrective actions or client communications to prevent downtime
- Collaborated with Executives and team members through Slack-based handover notes to maintain continuity of service and ensure unresolved issues were actively tracked and addressed
- Built long-term client relationships through personalized support and communication.
- Consistently met sales targets while managing multiple campaigns and maintaining accurate records.
- Logged daily shift summaries detailing completed tasks and pending items, enabling seamless shift transitions and improved team situational awareness.
Project Manager & Logistics Support
Design Forty Ltd.
07.2018 - 10.2020
- Managed seasonal décor and design projects for corporate clients, ensuring smooth execution.
- Coordinated logistics, procurement, and installations while cutting costs and boosting efficiency.
- Delivered excellent customer service, handling inquiries and ensuring repeat business.
- Reported project progress and client feedback to management for continuous improvement.
- Maintained video conferencing systems for internal and external meetings.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
Education
Bachelor of Commerce (BCom) - Business Information Systems
University of Nairobi
01.2020
Skills
- Customer Relationship Management
- Troubleshooting and technical problem-solving
- Quality assurance
- Administrative support
- Support platforms (Zendesk, Intercom, Gorgias)
- Microsoft Office expertise
- Calendar management
- Attention to detail
- Data entry
- Familiarity with AI assistants
Certification
Google IT Support – Coursera (ongoing).
References
John, Muchiri - Client Team Lead, Africa Data School | 📞 0723306791 | john@africadataschool.com,
Boniventure Kivuti - Center Operations Supervisor, CCI Kenya | 📞 0741494393 | boniventure.muthiani@ccikenya.com
Samuel Irungu - Executive Director, Design Forty Ltd. | 📞 0722620407 | sigituku@design40.com
Susan Njoki - Managing Director, San-Mic Media Limited | 📞 0727793289 | sgituku@sanmic-media.com
Other Experience
Transcriber – QA World (Jul 2019 – Dec 2019)
Software
Timeline
Virtual Assistant & Customer Support Specialist
Africa Data School
10.2023 - 08.2025
Call Center Subject Matter Expert / Mentor
CCI Kenya (Metro by T-Mobile)
08.2022 - 09.2023
Call Center Agent
CCI Kenya (Metro by T-Mobile)
07.2021 - 08.2022
Sales & Productivity Assistant
San-Mic Media Limited
11.2020 - 07.2021
Project Manager & Logistics Support
Design Forty Ltd.
07.2018 - 10.2020
Bachelor of Commerce (BCom) - Business Information Systems
University of Nairobi
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