CHARTON JOHN
Nairobi,Kenya
Summary
Dedicated Customer Support Representative with expertise in digital communication, customer service, and problem resolution. Supports clients through various channels, delivering professional and solutions-oriented assistance. Manages multiple requests, documents interactions accurately, and escalates complex cases effectively. Thrives in remote environments, quickly learns new software, and adheres to high-quality standards.
Overview
2
2
Languages
1
1
Certification
8
8
years of post-secondary education
3
3
years of professional experience
Work History
Customer Support & Data Specialist
01.2025 - Current
- Investigated customer concerns, clarified requirements, and provided accurate, easy-to-understand solutions, enhancing overall customer experience.
- Respond to customer and user inquiries through digital communication channels using a professional, friendly, and solutions-oriented approach.
- Manage multiple customer requests simultaneously, prioritizing urgent and time-sensitive cases without compromising accuracy.
- Documented customer interactions, issues, resolutions, and follow-up actions to ensure continuity of service and informed future support efforts.
- Identified recurring customer issues and communicated observations to support process and service improvements, contributing to better resolution strategies.
- Escalate complex technical, account, billing, product, or service issues to the appropriate team with complete and relevant information.
- Protect confidential customer and company information and maintain professionalism across all communications.
- Work independently in a remote environment while meeting deadlines, productivity expectations, and quality targets.
Customer Service Representative
01.2024 - 01.2025
- Delivered responsive customer assistance via email, chat, phone, and digital channels, enhancing customer satisfaction.
- Assisted customers with product questions, account concerns, orders, delivery information, returns, and general service inquiries.
- Assisted customers remotely through various digital channels to address inquiries and provide support. to assist customers with inquiries and support needs.
- Used active listening, empathy, and structured questioning to understand customer needs and determine appropriate solutions.
- Resolved routine customer issues efficiently while providing clear instructions and setting realistic expectations.
- Managed dissatisfied customers with composure, prioritizing de-escalation and effective resolution to foster positive relationships.
- Escalated cases requiring specialist intervention and ensured relevant details were captured for efficient handoff.
- Conducted follow-ups on unresolved cases to guarantee timely assistance and closure for customers.
- Collaborated with colleagues and supervisors to resolve customer concerns and improve service delivery.
AI Data Specialist / Language & Data Annotation Specialist
01.2024 - 01.2025
- Reviewed and evaluated large volumes of digital content, ensuring alignment with detailed instructions, rubrics, and quality standards to enhance overall content quality.
- Analyzed written content for accuracy, relevance, clarity, tone, and adherence to specified requirements.
- Produced structured feedback and documented findings, facilitating clarity and consistency in project communication and decision-making.
- Communicated effectively with remote teams to clarify task requirements and address quality concerns, contributing to streamlined project execution.
- Worked independently on deadline-driven projects while maintaining high accuracy and productivity.
- Adapted quickly to new digital platforms, workflows, guidelines, and project requirements.
- Worked remotely to complete tasks efficiently
Education
Electrical and Electronics Engineering
The Nairobi National Polytechnic
Kenya 09.2013 - 09.2016
Certificate of Secondary Education (KCSE) -
Nambale High School
Kenya 01.2008 - 12.2012
Skills
- Customer Service & Customer Experience
- Email and Live Chat Support
- Phone Support & Active Listening
- Complaint and Conflict Resolution
- Order, Shipping & Returns Assistance
- Product & Account Support
- Problem Solving & Escalation
- CRM & Ticket Management
- Customer Follow-Up & Case Documentation
- Data Entry & Verification
- Quality Assurance & Accuracy
- Remote Work & Independent Execution
- Time Management & Multitasking
- Professionalism Written Communication
- Team Collaboration
- Process & Policy Compliance
- Customer support Productivity tools Support technology Data management
- Attention to detail
- Organization
- Self-motivation
- Adaptability
- Problem-solving
Personal Information
Title: CUSTOMER SUPPORT REPRESENTATIVE
Certification
Customer Service & Customer Experience Training
- AI Model Evaluation / Data Annotation Training
- Microsoft Office & Spreadsheet Skills
Accomplishments
- Maintained high accuracy while handling detailed customer, digital, and data-related information.
- Demonstrated strong written communication through extensive content review, evaluation, documentation, and customer-facing work.
- Successfully managed multiple priorities while meeting deadlines and maintaining quality standards.
- Adapted rapidly to new tools, workflows, and detailed operating procedures in remote work environments.
- Applied sound judgment to determine when issues could be resolved directly and when escalation was required.
Languages
English
First Language
Swahili
Beginner
A1
Timeline
Customer Support & Data Specialist
01.2025 - Current
Customer Service Representative
01.2024 - 01.2025
AI Data Specialist / Language & Data Annotation Specialist
01.2024 - 01.2025
Electrical and Electronics Engineering
The Nairobi National Polytechnic
09.2013 - 09.2016
Certificate of Secondary Education (KCSE) -
Nambale High School
01.2008 - 12.2012