Social Media and Web Skills
Kelvin Macharia
Customer Support Specialist
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
8
8
years of professional experience
1
1
Language
Work History
Customer Service Specialist
LTV Plus
12.2021 - Current
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed customer service improvement initiatives to decrease customer wait times.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer service orders promptly to increase customer satisfaction.
Customer Support Team Lead
Call Centre International Kenya, CCI
09.2021 - 03.2022
- Recognized escalation needs and connected customers with advanced support staff.
- Tracked changing software and technologies with potential to impact customer requirements.
- Partnered with sales, operations and field service teams to coordinate solutions.
- Identified trends in client requests and helped management get ahead of ongoing problems.
- Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Care Representative
Horizon Contact Centres - Multichoice Kenya LTD
09.2019 - 09.2020
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Resolved concerns with products or services to help with retention and drive sales.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
Internship Student
Aberdare Country Club
04.2018 - 08.2018
- Reported back to instructor to receive day-to-day tasks and responsibilities.
- Delivered clerical support by handling range of routine and special requirements.
- Provided clerical support, addressing routine, and special requirements.
- Interacted with customers by phone, email, or in-person to provide information.
Supervisor of Operations
Packaging Industries LTD
01.2015 - 04.2016
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Established and administered annual budget with controls to prevent overages, minimize burn rate, and support sustainability objectives.
- Devised processes to boost long-term business success and increase profit levels.
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety, and compliance.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
Education
Bachelor of Arts - Tourism & Hospitality Management
Kisii University
Kisii, KenyaCertificate - ICT
Carlile Computer College
Nairobi, KenyaSkills
- Senior Leadership Support
- Customer Relations
- Good Communication Skills
- Customer Relationship Management
- Project Management
- Process Optimization
- Effective Written and Verbal Communication
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 cash draw at end of shift with 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 team of 45 staff members.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Software
Writing
Enterprise Systems
Spreadsheets
Google Drive
Interests
Travel
Sports
Timeline
Customer Service Specialist
LTV Plus
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
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