Francis Kihiko Kamau Kamau
Kihiko
Kiambu
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
Work History
Customer Service Representative
Sunking
Nairobi, Nairobi
11.2021 - Current
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Managed over 100 customer Calls Per day, while ensuring KPIs Metrics have been observed
- Worked under 3 different LOBs in same Financial Year to meet Company's Objectives
Copy and Content Writer
Transcontinental Media
Nairobi, 30
12.2019 - 06.2020
- Efficiently managed multiple projects simultaneously, prioritizing deadlines while maintaining high-quality work.
- Conducted thorough research to inform accurate, informative, and timely content pieces for various industries.
- Collaborated effectively with cross-functional teams to ensure consistent messaging across all touchpoints.
- Boosted website traffic through SEO-optimized content creation and strategic keyword implementation.
- Strengthened company voice consistency within promotional materials through adherence to established style guide protocols.
- Streamlined internal communications, writing clear and concise memos, newsletters, and reports for employees.
- Revamped website copy to enhance user experience, resulting in reduced bounce rates and increased time on site.
- Achieved higher social media engagement with compelling and shareable posts across multiple platforms.
- Wrote and edited at least 3 high-quality content each week and visually impactful programs under deadline pressure with exciting, captivating, and authentic approach.
- Improved email marketing performance by developing targeted campaigns with personalized messaging.
Education
Bachelor of Arts - Bachelor of International Journalism
Doctor Babasaheb Ambedkar Marathwada University
Aurangabad , India 08.2016 - 05.2019
Skills
Ai Training
Virtual Assistant
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Languages
English
Native language
Swahili
Proficient
C2
Certification
Introduction To SQL
Timeline
Customer Service Representative
Sunking
11.2021 - Current
Copy and Content Writer
Transcontinental Media
12.2019 - 06.2020
Bachelor of Arts - Bachelor of International Journalism
Doctor Babasaheb Ambedkar Marathwada University
08.2016 - 05.2019
Introduction To SQL
Tableau Training
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