Kelvin Macharia
Nairobi
Summary
Results-driven manager with proven skills in team building and motivation, enhancing employee engagement and performance. Strong analytical problem-solver adept at independent decision-making and sound judgment to drive company success. Experienced in fostering relationships with diverse stakeholders in fast-paced environments, ensuring excellent customer service and satisfaction. Proficient in CRM systems and navigating multiple computer applications to connect customers with appropriate products and services.
Overview
10
10
years of professional experience
Work History
Customer Service Specialist
LTV Plus LLC
Remote
12.2021 - Current
- Processed customer orders efficiently by collecting payment, addresses, and phone numbers.
- Achieved high satisfaction ratings through proactive resolutions of customer issues.
- Addressed customer complaints promptly, employing effective solutions to mitigate dissatisfaction.
- Resolved product and service concerns, enhancing retention and driving sales growth.
- Developed initiatives to improve customer service and reduce wait times.
- Maintained compliance with company policies while fostering a positive work environment.
- Responded to customer inquiries regarding products, services, and company information.
- Managed a steady influx of customer calls, ensuring minimal wait times.
- Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
- Processed returns, refunds, exchanges according to company policies and procedures.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Customer Support Team Lead
Call Centre International Kenya, CCI
Nairobi, Kenya
09.2021 - 03.2022
- Analyzed client requests to anticipate and resolve recurring issues effectively.
- Connected customers with advanced support staff as needed for escalations.
- Partnered with sales, operations, and field service teams for coordinated problem-solving initiatives.
- Handled high-volume call center tasks across multiple internal databases.
- Tracked technological advancements that could influence customer requirements.
- Maintained precise records for inventory management while calculating order totals accurately.
- Created unique discount options and promoted new product lines to enhance retention efforts.
- Investigated customer inquiries promptly to ensure satisfactory resolutions.
- Recognized patterns in common requests and inquiries from customers; developed solutions that could be applied consistently across multiple scenarios.
- Trained new team members on company policies, procedures, products, services, and technologies.
- Maintained up-to-date knowledge about product features and functionality, industry trends, competitive landscape.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Developed work schedules according to budgets and workloads, covering priority tasks.
Customer Care Representative
Horizon Contact Centres - Multichoice Kenya LTD
Nairobi, Kenya
09.2019 - 09.2020
- Resolved customer complaints by implementing timely, effective solutions to enhance satisfaction.
- Assisted large volumes of customers daily, maintaining a positive attitude and focus on service.
- Provided support for call-in inquiries regarding questions and orders.
- Followed up on unresolved customer inquiries, delivering timely updates on request status.
- Trained new employees in best practices to improve efficiency in customer care procedures.
- Analyzed customer feedback to identify process improvements aligned with long-term objectives.
- Identified upsell opportunities during interactions, promoting additional services when appropriate.
- Prepared detailed reports from gathered data to inform strategies and enhance service delivery.
Internship Student
Aberdare Country Club
Nyeri, Kenya
04.2018 - 08.2018
- Managed clerical tasks by addressing a variety of routine and special requirements.
- Engaged with customers through phone, email, and in-person interactions to deliver information.
- Regularly reported back to instructor regarding daily responsibilities.
- Updated project status and recommended solutions for identified issues.
- Developed action plans based on identified opportunities for process enhancements.
- Supported planning and execution of both virtual and live events efficiently.
- Gained advanced knowledge by shadowing experienced staff members.
Supervisor of Operations
Packaging Industries LTD
Nairobi, Kenya
01.2015 - 04.2016
- Established communication channels among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Identified and rectified unauthorized practices to enhance operational safety.
- Administered annual budget with controls preventing overages and supporting sustainability goals.
- Devised processes that increased profitability and ensured long-term business success.
- Oversaw division-level managers across operations, sales, finance, human resources, safety, and compliance.
- Set and optimized internal policies to maintain responsiveness to organizational demands.
- Completed bi-weekly payroll for 15 to 20 employees with accuracy and timeliness.
- Implemented cost-saving initiatives that lowered overhead expenses by 15%.
Education
Bachelor of Arts - Tourism & Hospitality Management
Kisii University
Kisii, Kenya09-2019
Certificate - ICT
Carlile Computer College
Nairobi, Kenya04-2018
Skills
- Warehouse operations
- Inventory control
- Team leadership
- Process optimization
- Conflict resolution
- Executive support
- Report generation
- Regulatory compliance
- CRM proficiency
- Account management
- Training development
Accomplishments
- Compiled inventory lists and worked with vendors for product pricing and special orders, handled high-volume sales with cash, credit, and gift card transactions, balancing the cash drawer at the end of the shift with a 100% accuracy rate
- Conflict resolution - responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints, and customer satisfaction
- Supervised a team of 45 staff members
- Product promotion - up-sold products and motivated customers to upgrade current product plans
Languages
- English
- Swahili
- French
Languages
Good,3,Excellent,5,Excellent,5
Hobbies and Interests
- Travel
- Sports
Personal Information
Title: Customer Support And Tour And Travel Professional
Software
Social Media and Web Skills
Languages
English
First Language
Swahili
Proficient (C2)
C2
Kikuyu
Proficient (C2)
C2
French
Intermediate (B1)
B1
References
References available upon request.
Timeline
Customer Service Specialist
LTV Plus LLC
12.2021 - Current
Customer Support Team Lead
Call Centre International Kenya, CCI
09.2021 - 03.2022
Customer Care Representative
Horizon Contact Centres - Multichoice Kenya LTD
09.2019 - 09.2020
Internship Student
Aberdare Country Club
04.2018 - 08.2018
Supervisor of Operations
Packaging Industries LTD
01.2015 - 04.2016
Bachelor of Arts - Tourism & Hospitality Management
Kisii University
Certificate - ICT
Carlile Computer College
Similar Profiles
Joshua LipeJoshua Lipe
Chat Support Specialist at LTV Plus LLCChat Support Specialist at LTV Plus LLC
Logan VitaliLogan Vitali
Lawn Mower at LTV Lawn Care (Self Employed)Lawn Mower at LTV Lawn Care (Self Employed)
Sagar ButtSagar Butt
Full Stack Software Engineer at SaaS LTV GrowthFull Stack Software Engineer at SaaS LTV Growth
GODFREY KAMAU NG’ANG’AGODFREY KAMAU NG’ANG’A
Attachment at OCTAGON BUILDERS AND GENERAL SUPPLIERS LIMITEDAttachment at OCTAGON BUILDERS AND GENERAL SUPPLIERS LIMITED
Cocun Juma WycliffeCocun Juma Wycliffe
Product Manager at Intrepid East AfricaProduct Manager at Intrepid East Africa