Kelvin Obatsa
Customer Service Executive
Nairobi
Summary
Professionally seasoned in roles encompassing Customer Service Executive, Virtual Executive Assistant, Telesales Agent, Client Relations Manager, and Communications Assistant, boasting a proven track record within the communications industry. Proficiency in key areas includes leadership, customer relations, CRM management, data entry, Data analysis, Telesales, meticulous planning, expert-level professional support, adeptness in Adobe software, photography, communication expertise, proficiency in Photoshop, and advanced editing skills. A sales adept with a Degree concentrated in Communication, Journalism, and Public Relations, awarded by The University of Nairobi.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
1
1
Language
Work History
Communications Assistant
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
Customer Service Representative
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
Customer Service Representative
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.
Customer Service Associate
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.
Education
Master of Arts - Diplomacy
09.2022 - Current
- Elected Captain of the Class
- Member of Model UN
Bachelor of Arts - Journalism and Media Studies
10.2014 - 05.2019
- Elected class President for Media class 2014 in 2014
- Member of Debate Club
Skills
Ability to handle multiple tasks and prioritize effectively
Report preparation
Complaint resolution
Sales expertise
Multi-line phone talent
International sales support
CRM
Professional telephone demeanor
Documentation and reporting
LiveChat
Written and oral communication
Technical Support
Creative problem solving
Social media marketing
Account management
Timeline
The University of Nairobi - Master of Arts, Diplomacy
09.2022 - Current
Communications Assistant - Obatsa Studio Works
03.2022 - Current
Customer Service Representative - MOKO HOME AND LIVING
07.2021 - 02.2022
Customer Service Representative - Horizon Contact Center
02.2019 - 10.2022
Customer Service Associate - Ison BPO
08.2017 - 02.2019
University of Nairobi - Bachelor of Arts, Journalism and Media Studies
10.2014 - 05.2019