KANGETHE KELVIN NDERITU
Customer Service, Networker.
Nairobi
Summary
CAREER OBJECTIVES
Knowledgeable and dedicated customer service professional with extensive experience in BPO industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. I'm as well Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
3
3
years of professional experience
11
11
years of post-secondary education
1
1
Language
Work History
Customer Service Representative
Call Center International CCI Kenya
2021.11 - Current
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Managed 30-50 calls per day, with tremendous increase in sales.
- Worked with campaigns like :- Shutterfly, Metro-by-T-Mobile, & Solera.
Debt Collector and a Customer Service representative
CASHNOW Limited
2021.01 - 2021.08
- Maintained high volume of calls and met demands of busy and productive group.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Documented customer payment interactions and account statuses for future reference.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
- Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
- Managed more than 400-500 customer calls per day, dealing with major defaulters who would turn to trusted customers.
Debt Collector
AGIP-CAPITAL Limited
2020.11 - 2020.12
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved performance goals on consistent basis.
- Responded to customer inquiries and provided detailed account information.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Worked with customer to create debt repayment plan based on current financial condition.
- Managed over 300 customer calls per day, mainly focused on TALA accounts.
Debt Collector
SKY-WAVE Limited Company
2019.12 - 2020.09
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved performance goals on consistent basis.
- Collected on delinquent accounts to reduce overdue balances.
- Identified and contacted customers with overdue accounts to address payment status.
- Notified co-signers of delinquent accounts to assist in collecting payments.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Managed over 300-500 calls per day, collected over 2Million KSh in 1 month.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
- Have worked with campaigns like :- TALA & BRANCH.
marketer and sales person
STAR, TIMES
2018.01 - 2018.03
- Wrote engaging and successful marketing, advertising, and website copy.
- Conducted research to analyze customers' behavior, preferences and purchasing habits.
- Completed in-depth reviews of market conditions and customer preferences.
- Created documentation outlining research findings for use by project managers, customers, and other marketing staff to make accurate decisions about future plans.
- Monitored trends in social media, industry, and competitive landscape to create new material.
- Met with vendors to assess products, inquire about services and negotiate pricing.
- Onboarded new team members and coached personnel in marketing tasks.
- Managed over 30-40 households in Baringo setting up decoders, delight solar and signal dishes.
Agribusiness teacher
MIRAMAR INTERNATIONAL COLLEGE
2017.05 - 2017.08
- Developed strong communication and organizational skills through working on group projects.
- Proven ability to learn quickly and adapt to new situations.
- Gained extensive knowledge in data entry, analysis and reporting.
- Worked flexible hours across night, weekend and holiday shifts.
- Managed to make great margins of produce from retail to retail, targeting areas with famine and those with great consumer demand.
- After every 3 months was able to teach more than 50-100 students(in juvenile) , and local traders the benefits of hydroponics and the practical basis of farming via this method.
Rover
SCOUT ASSOCIATION
2015.09 - 2015.12
- Proven ability to learn quickly and established to new situations.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Managed over 50 Scouts over 10 geographical locations.
Education
Diploma - Information Communication Technology
Miramar International College
NAIROBI/CALIFORNIA 2016.01 - 2018.03
Certificate (KCSE) -
Spinners Boys Secondary School
KIAMBU 2012.01 - 2013.01
KCSE
Kairi Boys High School
KIAMBU 2010.01 - 2011.01
Certificate (KCPE) -
Ponyways Academy
KIAMBU 2002.01 - 2009.01
Skills
Ability to adapt in any environment.undefined
REFEREES
MR. DAVID MAINA MATHENGE
QUALITY ASSESMENT OFFICER AT AGIP-CAPITAL
CONTACT: 0721924948
EMAIL: davidmaina777dm@gmail.com
MISS. SUSAN NJERI
HUMAN RESOURCE MANAGER AT CASHNOW
CONTACT: 0115646453/0773595343
EMAIL: susan@cashnow.co.ke
MR. FREEDOM METHUSELA KAYAMBA
JUNIOR PROCESS ANALYST AT BURN (JIKOKOA)
CONTACT: 0702026007
EMAIL ADDRESS: freedommethusela6@gmail.com
Timeline
Customer Service Representative
Call Center International CCI Kenya
2021.11 - Current
Debt Collector and a Customer Service representative
CASHNOW Limited
2021.01 - 2021.08
Debt Collector
AGIP-CAPITAL Limited
2020.11 - 2020.12
Debt Collector
SKY-WAVE Limited Company
2019.12 - 2020.09
marketer and sales person
STAR, TIMES
2018.01 - 2018.03
Agribusiness teacher
MIRAMAR INTERNATIONAL COLLEGE
2017.05 - 2017.08
Diploma - Information Communication Technology
Miramar International College
2016.01 - 2018.03
Rover
SCOUT ASSOCIATION
2015.09 - 2015.12
Certificate (KCSE) -
Spinners Boys Secondary School
2012.01 - 2013.01
KCSE
Kairi Boys High School
2010.01 - 2011.01
Certificate (KCPE) -
Ponyways Academy
2002.01 - 2009.01
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