Learning Psychology
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
04.2001 -
CPA
06-2015
Skills
Client advocacy
CRM software
Request management
Trend monitoring
Experience optimization
Analytical thinking
Teamwork
Computer skills
Problem-solving skills
Teamwork and collaboration
Customer relationship management
Data management
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
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