DERRICK CHEPKWONY
Nairobi
Summary
A professional with a strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
2
2
Languages
1
1
Certificate
10
10
years of professional experience
Work History
Customer Service Representative
Milestone Gaming Ltd
Nairobi
10.2022 - 06.2026
- Documented cases in CRM systems and ensured clear records supported follow-up and resolution tracking.
- Provided accurate, timely support for customer inquiries through phone, email, and live chat.
- Tracked live queue status and staffing coverage, adjusting resource allocation when volumes changed to keep support running smoothly.
- Facilitated responses to customer enquiries and product questions, while coaching outbound call follow-up for customer cases to support timely resolutions.
- Onboarded new agents and cross-department colleagues through structured buddy learning covering product knowledge, internal systems, and support procedures.
- Partnered with Risk Payments product and Compliance teams across customer and operational escalations.
- Authored customer service training manual alongside contributors, enabling onboarding for 30+ employees and providing product knowledge reference shared with 200+ staff.
- Compiled shift reports and reconciled cash M-Pesa transactions with banked slips, while reviewing customer activity records and system logs for accuracy to maintain operational integrity.
Customer Support Agent
Standard Focus Ltd
08.2021 - 08.2022
- managed customer enquiries for account payments transactions and online services through live chat, email and other support channels to strengthen customer experience.
- Documented transaction and service details by recording customer interactions and maintaining accuracy.
- Trained new agents on service standards, issue resolution, and CRM workflows
- Verified payment information during reconciliation by checking details for accuracy and completeness.
- Developed operational summaries and performance reports for supervisors, enabling decision-making and enhancing service delivery.
- Improved customer satisfaction by providing concise guidance alongside professional support.
- followed established company procedures while processing customer information and responding to enquiries.
- Streamlined customer satisfaction enhancement by providing clear guidance and professional support to build positive customer relationships.
Customer Care Representative
Pevans EA LTD
10.2016 - 10.2019
- Coordinated timely customer support for high-volume enquiries across multiple communication channels.
- Logged customer concerns and service issues, maintaining follow-up actions to improve consistency in customer care.
- Captured service issues and customer concerns with corresponding follow-up actions to maintain consistent customer care.
- Evaluated recurring customer concerns and captured service trends to support process improvements.
- Communicated company information and service guidance clearly to maintain a professional brand image.
- Preserved reported customer satisfaction score of 92% through contributions toward a 30% decrease in escalation turnaround time.
- Tracked daily activity logs while preparing reports for management review.
Education
Bachelor of Education - Mathematics and Business Studies
Moi University
Kenya01-2017
Skills
- Work allocation
- Service quality monitoring
- Issue escalation
- Data processing, record-keeping and information processing
- Shift coverage
- Inquiry management
- Staff training
- Multi-channel support
- Conflict resolution techniques
- Report preparation
- Task prioritization
- Microsoft Excel
Certification
- HubSpot Service Hub Software Certified – HubSpot Academy
- Information Security 2025 – iGaming Academy / SportPesa
- Cybersecurity Awareness 2025 – iGaming Academy / SportPesa
- Certificate in Computer Applications – Bartek Institute (2011)
Languages
English
Advanced (C1)
Swahili
Bilingual or Proficient (C2)