MORRIS KINYUA
Summary
A dedicated customer support professional with a background in Journalism and Mass Communication and extensive experience as a call center representative at CCI Kenya. In my role as a Subject Matter Expert, I have developed a strong understanding of customer service operations, consistently met performance targets while enhanced my analytical and communication skills. My experience has equipped me with the ability to document critical information, provide objective feedback and utilize customer relationship management tools to track interactions, resolve issues and maintain accurate records. I am seeking a challenging role that will allow me to leverage my expertise, contribute to organizational success and further advance my career.
Overview
6
6
years of professional experience
Work History
Subject Matter Expert (SME)
CCI KENYA
01.2025 - Current
- Delivered structured and detailed feedback to agents for performance improvement
- Conducted call monitoring to ensure adherence to campaign standards
- Supported escalation management, ensuring complex customer concerns are effectively resolved
- Assisted in calibration sessions to align quality expectations across teams
- Utilized MS Office, particularly Excel, for performance tracking and reporting
- Identified training needs and assisted agents enhance their performance.
Call center representative
CCI KENYA
10.2023 - 01.2025
- Provided high-quality customer support, consistently exceeding performance targets
- Maintained accuracy and efficiency in resolving customer inquiries
- Assisted in troubleshooting customer concerns, ensuring a positive service experience
- Utilized CRM tools like Salesforce to track, update and maintain accurate customer data
PROFESSIONAL PHOTOGRAPHY AND FILM MAKING
01.2020 - 01.2023
- Presented options based on the style, needs, desires and budget of clients
- Created slideshows and thematic videos for special events
- Ensured timely printing of high-quality photographs
Education
Diploma - Journalism & mass communication
University of Nairobi
01.2020
International Computer Driving License - undefined
Nairobi Institute of Business Studies (NIBS)
01.2018
Kenya Certificate of Secondary Education - undefined
Kangaru school
01.2017
Skills
- Proficient in Microsoft Office (Excel, Word and PowerPoint)
- Quick to learn and adapt to new systems
- Emotionally resilient
- Effective communicator with de-escalation expertise
- Thrive in fast-paced, dynamic environments
- Active listening
Timeline
Subject Matter Expert (SME)
CCI KENYA
01.2025 - Current
Call center representative
CCI KENYA
10.2023 - 01.2025
PROFESSIONAL PHOTOGRAPHY AND FILM MAKING
01.2020 - 01.2023
Diploma - Journalism & mass communication
University of Nairobi
International Computer Driving License - undefined
Nairobi Institute of Business Studies (NIBS)
Kenya Certificate of Secondary Education - undefined
Kangaru school