Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Interests
Hobbies
Timeline
Dennis Kimathi

Dennis Kimathi

Customer Experience Specialist
Nairobi

Summary

Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.

Overview

4
4
years of professional experience
1
1
Certification
1
1
Language

Work History

Customer Experience Specialist

ONYXPoint Management
10.2021 - 07.2025
  • Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
  • Provided personalized service, anticipating customer needs and offering tailored solutions.
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Communicated regularly with management to provide updates on overall team performance, customer feedback trends, and suggestions for ongoing improvements within the department.
  • Documented customer interactions in internal database to maintain customer service history details.
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
  • Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Cross-trained and provided backup support for organizational leadership.
  • Trained staff on operating procedures and company services.
  • Implemented and developed customer service training processes.
  • Investigated and resolved accounting, service and delivery concerns.
  • Cross-trained and backed up other customer service managers.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Responded proactively and positively to rapid change.
  • Maintained up-to-date knowledge of product and service changes.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Promptly responded to inquiries and requests from prospective customers.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Negotiated solutions with dissatisfied customers, often turning potential negative reviews into positive testimonials.
  • Developed comprehensive knowledge base for customer service representatives, improving call handling efficiency.

Education

Bachelor of Science - International Economics

University Of Nairobi, Nairobi
04.2001 -

CPA

YMCA School Of Accounts, Meru
06-2015

Skills

Client advocacy

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Supervised team of 10 staff members.

Certification

Financial Sales Training - 6months

Interests

Learning Psychology

Hobbies

Skiing, Swimming & Reading books

Timeline

Customer Experience Specialist - ONYXPoint Management
10.2021 - 07.2025

Financial Sales Training - 6months

03-2019
University Of Nairobi - Bachelor of Science, International Economics
04.2001 -
YMCA School Of Accounts - , CPA

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Dennis KimathiCustomer Experience Specialist