Zendesk
JOHN MWANGI
Customer Service Representative
Nairobi,Nairobi
Summary
My name is John Ngatia Mwangi. I am 30 years of age. Motivated Customer service agent with 3 years of experience eager to leverage my skills in customer service and adapt to diverse cultural environments. I speak fluent English, and my writing skills are profound. I currently live in Nairobi, Kenya. I am a Christian. My hobbies are watching football and reading fictional books.
Overview
3
3
years of professional experience
Work History
Operations Customer Expert
Teleperformance
Nairobi
05.2026 - 10.2026
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Customer Service Representative
CCI Kenya
Nairobi
10.2023 - 02.2026
- Delivered exceptional customer service to a diverse client base, resolving inquiries and issues efficiently while maintaining high satisfaction scores.
- Managed and prioritized multiple customer interactions daily, ensuring timely resolutions and enhancing client relationships.
- Consistently met or exceeded performance targets for call resolution time and customer satisfaction, contributing to overall service excellence.
- Collaborated with team members to streamline service processes, resulting in improved customer experience and satisfaction.
Team Leader (Temporary)
CCI Kenya
Nairobi
09.2025 - 12.2025
- Led team of customer service agents for three months, providing guidance and coaching to enhance team performance.
- Monitored team metrics and conducted performance evaluations to identify and implement strategies for improved efficiency and customer satisfaction.
- Facilitated daily team meetings to share updates, address challenges, and boost team morale.
- Worked closely with management to develop training initiatives and optimize team workflows.
Education
Diploma - business Administration
Daystar University
Valley Road campus11-2027
Skills
Customer Support: Live chat, email, phone support, ticket management
Soft Skills: Active listening, problem-solving, conflict de-escalation, adaptability
Customer service
Active listening
Critical thinking
Ticket management
Accomplishments
I was awarded Best Agent in the month of September 2025 at CCI kenya.
Software
Salesforce
Interests
Literature, Environmental conservation, Art, Bowling, Cooking, Travelling
Timeline
Operations Customer Expert
Teleperformance
05.2026 - 10.2026
Team Leader (Temporary)
CCI Kenya
09.2025 - 12.2025
Customer Service Representative
CCI Kenya
10.2023 - 02.2026
Diploma - business Administration
Daystar University