JULIUS WESONGA
Social Worker
KITALE
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
12
12
years of professional experience
Work History
Customer Experience 5G Home Broadband/Enterprise Back Office Support
Sheer Logic Management Consultants LTD - Airtel Kenya
05.2024 - Current
- Ensure smooth onboarding of new 5G home broadband or enterprise customers. Managed over 100 customers per day
- Provide product orientation via calls, digital touchpoints, or self-service portals. (For example: the “Customer Experience Lead” role at Airtel involves calling new HBB customers to provide orientation.
- Validate customer needs, technical readiness (e.g., premises readiness for 5G installation), and manage expectations around activation timelines.
- Monitor customer usage behavior and reach out proactively (e.g., via tele-calling) to understand satisfaction, usage patterns, or reasons for churn for over 20 customers per day.
- Collect feedback on service quality, network performance, latency, speed, and general experience.
- Use insights to drive loyalty programs, upsell/cross-sell (e.g., enterprise services, value-added services).
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Adhered to company guidelines and protocols while representing the brand professionally during all interactions with customers.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Maintained high levels of customer retention with proactive relationship-building strategies.
Customer Care Executive Call Center Agent
Altruist Technologies Limited
01.2023 - 05.2024
- Responding to incoming calls from the customers. Managed over 250 calls per day
- Answering questions and enquiries from customers
- Troubleshooting problems which needed further escalation for customers
- Providing information and created awareness on products to the customers
- Handling complaints regarding the organization's products or services
- Providing solutions to customers' queries and difficulties
- Collaborated with team members to share knowledge and best practices, improving overall team performance in customer service metrics.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
Customer Care Executive Call Centre Agent
Ison Bpo Limited
06.2021 - 11.2022
- Responding to incoming calls from the customers. Managed over 200 customer calls per day
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Answering questions and enquiries from customers
- Troubleshooting problems which needed further escalation for customers
- Providing information and created awareness on products to the customers
- Handling complaints regarding the organization's products or services
- Providing solutions to customers' queries and difficulties
- Collaborated with team members to share knowledge and best practices, improving overall team performance in customer service metrics.
- Improved first-call resolution rates by efficiently managing customer issues and complaints.
Logistics Agent
Staffing Africa
10.2020 - 05.2021
- Organizing pick-ups and deliveries across different regions.
- Assigning parcels to appropriate routes, riders, or drivers. Managed over 50 routes
- Ensuring dispatch schedules are followed to meet delivery timelines
- Monitoring all parcels in transit using tracking systems.
- Updating parcel status (received, in transit, out for delivery, delivered).
- Communicating delays or issues to customers and supervisors.
- Managing returned, undelivered, or rerouted parcels.
- Coordinating with customers for redelivery instructions.
- Recording reasons for failed deliveries.
- Built relationships with customers to encourage repeat business.
- Solved customer challenges by offering relevant products and services.
Cashier
Aquamarine Restaurant
05.2020 - 10.2020
- Processed credit card payments
- Accepted cash payments and making change
- Used a point-of-sale (POS) system for transactions
- Welcomed the guests in the restaurant. Manged over 20 visitors per day
- Helped in resolving customer complaints
- Maintained knowledge of the menu and sales policies
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
Financial Advisor
Britam Insurance company
05.2019 - 05.2020
- Sold insurance policies to over 5 potential client per day
- Advised the clients on which policies to take as per their interest
- Followed up with clients for guidance after buying the policy
- Updated clients on new policies and products in the company
- Developed incentives, achieving sales targets to increase revenue.
- Implemented initiatives to improve customer satisfaction and increase repeat business.
Social Welfare Officer
Oserian Development Company
03.2017 - 08.2017
- Managed the company's files on issues related to social welfare for over 200 workers
- Prepared field report on social welfare related issues
- Prepared the report on the number of workers treated by the company's health center
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
Attaché Social Work Department
Eldoret Children's Rescue Center
09.2015 - 11.2015
- Engaged in groups and individual counselings of street children rescued from streets over 50 children per week
- Collaborated with staff members in achieving organizational goals and objectives
- Assisted in taking young children to health centers for check-ups and treatment
- Conducted home visits and home trace for children at the center
- Performed repatriation and family reunion for the children at the center
Landscaper
St. John's and Priscilla Catholic Parish Sirende
01.2014 - 12.2014
- Performed ground keeping and building maintenance duties
- Applied fertilizer to the ground to enhance grass growth for over 3 acres of land
- Performed minor repairs and maintenance procedure for utilization in ground keeping
- Maintained grounds by trimming, weeding, and general clean-up.
- Removed weeds, hazards, and debris from common pathways to improve usability.
- Performed planting, watering, mulching, and edging of lawns.
- Trimmed greenery, shrubs, and hedges to maintain uniform appearance.
Education
Diploma - Social Work and Community Development
Kobujoi Institute of Development Studies
Kobujoi, Kenya11.2017
High School Diploma -
Manor House High School
Kitale, Kenya 04.2001 -
Skills
Friendly, positive attitude
Referees
- Stephen, Njure, Rev. Fr. Dr., +254722793175, Kobujoi Institute of Development Studies, The Principal
- Abraham, Birgen, Rev. Fr., +254722246026, St. John’s and Priscilla Catholic Church Sirende, Parish Priest
- Japas, Orieko, Mr., +254733701976, Airtel Networks Kenya Limited, Head Customer Activation-Customer Experience
Other Training
- Generation Kenya Training Program, Eldoret, Kenya March 2019 - April 2019
- Financial Sales Services
- Certificate in Computer packages
- Certificate in First Aid and Fire Fighting from Red Cross Kenya
Hobbies and Interests
Volunteering and community involvement
Reading
Writing
Making Poems
Making Music
Timeline
Customer Experience 5G Home Broadband/Enterprise Back Office Support
Sheer Logic Management Consultants LTD - Airtel Kenya
05.2024 - Current
Customer Care Executive Call Center Agent
Altruist Technologies Limited
01.2023 - 05.2024
Customer Care Executive Call Centre Agent
Ison Bpo Limited
06.2021 - 11.2022
Logistics Agent
Staffing Africa
10.2020 - 05.2021
Cashier
Aquamarine Restaurant
05.2020 - 10.2020
Financial Advisor
Britam Insurance company
05.2019 - 05.2020
Social Welfare Officer
Oserian Development Company
03.2017 - 08.2017
Attaché Social Work Department
Eldoret Children's Rescue Center
09.2015 - 11.2015
Landscaper
St. John's and Priscilla Catholic Parish Sirende
01.2014 - 12.2014
High School Diploma -
Manor House High School
04.2001 -
Diploma - Social Work and Community Development
Kobujoi Institute of Development Studies