CHRISTOPHER ONYANGO OCHIENG
CUSTOMER SERVICE REPRESENTATIVE
Nairobi, Nairobi Province,30
Summary
Professional Call Center Customer Care representative with 3 years of experience full of knowledge in service delivery and proven multitasking abilities and experienced managing outbound and inbound calls and handling emergency issues with patience and tact. Committed to maintaining professional relationships to increase profitability and drive business results by providing courteous, prompt, detailed, and accurate support. Bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills.
Overview
4
4
years of professional experience
8
8
years of post-secondary education
12
12
Certifications
Work History
Customer Service Representative
Majorel Kenya
5 2021 - Current
- Identify and assess customers' needs to achieve satisfaction by providing professional customer support
- Maintaining a positive, empathetic, and professional attitude toward customers at all times
- Escalate unresolved issues to the appropriate internal teams
- Collect prompt and accurate feedback from customers.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Tutor – Counseling Psychology
East Africa Institute of Certified Studies (ICS Collage Nairobi Branch)
02.2020 - 05.2021
- Motivated students towards learning and studying to build self-confidence and reduce fear of failure.
- Promoted critical thinking skills through engaging activities and consistent reinforcement of complex concepts.
- Collaborated with fellow tutors to develop effective strategies for addressing diverse student needs and abilities.
- Enabled underachieving students to reach target attainment levels by providing individualized coaching and activities.
- Motivated students with accurate feedback and positive reinforcement.
- Supported students with helpful study habits and exam strategies.
- Collaborated with students to complete homework assignments, identify lagging skills, and correct weaknesses.
- Provided one-on-one tutoring sessions, tailoring instruction to meet the specific needs of each student while promoting independent learning skills.
- Developed student confidence through positive reinforcement strategies.
- Conducted group tutoring sessions to help students engage active learning and critical thinking skills.
- Enhanced students'' understanding of subject matter by incorporating real-world examples into lessons.
Online Virtual Tutor– Counseling Psychology
Kenya Institute of Professional Studies (KIPS Collage)
01.2021 - 08.2021
- Coached and mentored less-experienced tutors to observe and measure outcomes.
- Leveraged technology and visual aids to engage students and enhance learning.
- Leveraged technology to accelerate learning by proving students with easy-to-access information.
- Maintained detailed records of student progress, using data to inform future instruction and target areas for improvement.
- Used flashcards and other techniques to test and improve memory through practiced information retrieval.
- Conducted review sessions to help students prepare for tests.
- Used variety of teaching methods to successfully help wide range of students.
- Assessed student learning needs and provided relevant instruction to close knowledge gaps.
- Assisted students in developing study skills and strategies.
- Responded to email and telephone requests to provide students with specific information.
Content Supervisor - 2019 Censors
The Kenya National Bureau of Statistics (KNBS)
Registration Assistant - Huduma Number 2019
The Ministry of Interior and Coordination of National Government
Data clerk and field officer - Attachment-2
IMPACT RESEARCH & DEVELOPMENT ORGANIZATION (Global Fund HIV Program)
Counselor - Attachment-1
FACES (Family Aids Care and Educational Services)-Kisumu
Education
Bachelor of Arts - Psychology
Moi University
Eldoret, Uasin Gishu, Kenya 04.2012 - 04.2017
Theology
Zion Raju Bible College
High School Diploma -
Kimilili Boys
Kimilili, Bungoma District, Kenya 04.2008 - 04.2011
Skills
- Microsoft Office Suite
- Call Center Operations
- Critical Thinking
- Problem-solving abilities
- Call Management
- Active Listening
- Customer Service
- Verbal and written communication
- Interpersonal Skills Development
- Product Knowledge
- Call center experience
- Data Collection
Affiliations
Associate Counselor, KCPA (Kenya Counselling & Psychological Association), KCPA/5979/20
References
- Prof Mary Ambula, Professor at Egerton University, Department of Animal Sciences, +254721379151, m.ambula@egerton.ac.ke
- Mr. Omolo Wycliff, Team Leader Majorel Kenya, +254729753669, wycliff.omolo@majorel.com
- Mr. Okonjo Absalom, Team Leader Majorel Kenya, +254704325238, absalom.okonjo@majorel.in
Certification
Adherence Counseling
Timeline
Online Virtual Tutor– Counseling Psychology
Kenya Institute of Professional Studies (KIPS Collage)
01.2021 - 08.2021
Tutor – Counseling Psychology
East Africa Institute of Certified Studies (ICS Collage Nairobi Branch)
02.2020 - 05.2021
Adherence Counseling
05-2019
Trauma in psychological debriefing
02-2019
HIV Testing and Counseling
12-2018
Drug & Substance Abuse
10-2018
STATA
08-2018
Kenya Sign Language
07-2018
Web Design
12-2016
Social & Behavioral Research
10-2016
Graphic Design
09-2016
Computer packages
08-2016
CITI Good Clinic Practice
09-2015
Statistical Packages for Social Science (SPSS)
03-2015
Bachelor of Arts - Psychology
Moi University
04.2012 - 04.2017
High School Diploma -
Kimilili Boys
04.2008 - 04.2011
Customer Service Representative
Majorel Kenya
5 2021 - Current
Content Supervisor - 2019 Censors
The Kenya National Bureau of Statistics (KNBS)
Registration Assistant - Huduma Number 2019
The Ministry of Interior and Coordination of National Government
Data clerk and field officer - Attachment-2
IMPACT RESEARCH & DEVELOPMENT ORGANIZATION (Global Fund HIV Program)
Counselor - Attachment-1
FACES (Family Aids Care and Educational Services)-Kisumu
Theology
Zion Raju Bible College
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