Music production
Reagan Kamau
Loss Control Manager And Customer Service Agent
Nairobi,44071
Summary
Results-driven Loss Prevention Manager and Customer Service Agent with a focus on strategic planning and profit enhancement. Expertise in data analysis for fraud detection and customer relationship improvement. Strong negotiation and communication abilities support effective teamwork and problem resolution. Committed to upholding professional standards and achieving operational excellence through adherence to procedures. As a customer service representative I am capable of resolving technical issues of various customers to ensure retention and contributed to repeat business from clients.
Overview
5
5
years of professional experience
2
2
Languages
Work History
Loss Prevention Manager
Falcon Asset Protection Limited
02.2021 - Current
- Investigated and documented thefts and suspicious activity to improve issue prevention.
- Trained personnel on security best practices, protocols and procedures.
- Led a team of loss prevention associates, providing guidance and support in their daily tasks and responsibilities.
- Completed incident reports and activity logs for accurate, current records.
- Manage staff including planning shifts and attendance on a daily basis.
- Make detailed reports on incidents bringing about loss.
- Actively listening to staffs and customers concerning problems and coming up with solutions to handle the problems.
- Ensuring set guidelines are enforced and implemented to the letter.
- Through honesty and transparency, I make weekly and monthly reports detailing problems that have occured, how they were solved, how they can be prevented and how it has worked in order to track and document progress.
Customer Service Representative
Call Center International
07.2024 - 08.2025
- Provided exceptional customer support by addressing inquiries and resolving issues, enhancing customer satisfaction and loyalty.
- Streamlined communication processes among departments, improving response times and ensuring accurate information delivery.
- Trained and mentored new staff, fostering a collaborative environment and increasing team productivity and effectiveness.
- Utilized CRM software to track customer interactions, improving data accuracy and enabling personalized service delivery.
- Implemented feedback mechanisms to gather client insights, driving service improvement initiatives and enhancing overall client experience.
- Collaborated with cross-functional teams to address customer concerns, promoting a unified approach to problem-solving and service excellence.
- Analyzed customer feedback trends to identify areas for improvement, contributing to strategic planning and operational enhancements.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Improved resolution time with effective problem-solving for customer complaints.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Computer Packages And Microsoft Office - Information And Communication Technology
Path Institute
Kitengela02.2016
Skills
Communication proficiency
Accomplishments
I have been able to solve numerous problems affecting customers, staffs and management.
I have arrested more than 40 shoplifters in my jurisdiction of work
I have led a team to achieve daily set targets offering guidance, direction and knowledge
I have hit daily, weekly and monthly set targets for myself and my team for the last three years working as a Loss control Manager
As a customer service representative, I was clear and concise in explanation that assisted to not only to resolve customer issues but also to ensure customer retention that resulted in the company's exponential growth.
I am efficient and was able to meet deadlines while multitasking to have things done faster concurrently with effectiveness.
I have gained a deep understand of language that enables me to translate and easily communicate with others appropriately.
Interests
Public speaking
Reading and writing
Referees
Referees from Glovo
Team leader : Stella Wothaya
Contact : +254 704 642875
Operations Manager : Phoebe Kahia
Contact : +254 748 105102
Referee from Falcon Asset Protection Limited
Operations Manager : John Muchiri
Contact : +254 728 317246
Timeline
Customer Service Representative
Call Center International
07.2024 - 08.2025
Loss Prevention Manager
Falcon Asset Protection Limited
02.2021 - Current
Computer Packages And Microsoft Office - Information And Communication Technology
Path Institute