Kelvin Obatsa

Work History

Obatsa Studio Works

Nairobi

03.2022 - Current

Managed the company's Facebook, Twitter, Instagram, and LinkedIn social media platforms to promote brand awareness and foster public engagement.
Established and maintained relationships
Developed and managed relationships with key constituencies to develop knowledge of business priorities and accomplishments to strategically position and promote company excellence.
Initiated and developed a calendar for story ideas and publication planning based on business priorities and accomplishments.
Attended 10 department-sponsored activities and events to observe and interview participants, write stories and distribute created content

Horizon Contact Center

Nairobi

02.2019 - 10.2022

Communication management through phone, email, and live chat
Pro-actively optimizing unit’s workflows to enhance team work and exceed set targets by over 10%
Collaborate with cross-functional teams to resolve customer issues and improve processes.
Updated account information to maintain customer records. Answered
Answered customer telephone calls promptly to avoid on-hold wait times.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Offered advice and assistance to customers, paying attention to special needs or wants
Updated account information to maintain customer records
Responded to customer requests for products, services, and company information
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Answered constant flow of customer calls with minimal wait times
Resolved associate, tool and service delivery issues revealed by statistical reports
Promoted available products and services to customers during service, account management, and order calls

MOKO HOME AND LIVING

Nairobi

07.2021 - 02.2022

Provided primary customer support to internal and external customers.
Responded to customer requests for products, services, and company information.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Offered advice and assistance to customers, paying attention to special needs or wants, increasing sales by 10%
Taking ownership of emails assigned and completing necessary work before close of business.
Coordinate and ensure follow-ups of assigned contracts/clients
Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Management of day-to-day queries of clients and suppliers through various channels, including email, phone,letters, and chat.

Ison BPO

Nairobi

08.2017 - 02.2019

Answered high volume of inbound customer calls, averaging 200 calls per day, and resolved customer inquiries and complaints
Monitoring queues to determine if there are any calls that need to be answered rather than allowing them to drop or abandon.
Keeping records and filings up-to-date
Assisted with customer billing and account management, resulting in 25% reduction in customer complaints.
Informed customers about special promotions and provided detailed information for various products.
Handling and analyzing customer complaints, identifying root causes that might lead to improved customer satisfaction (CSAT) which was up to 90%
Responded to customer calls and emails to answer questions about products and services.