Summary
Overview
Work History
Education
Skills
Additional Information
Interests
Exploration
Timeline
Generic

Reagan Masila

Supervisor Customer Support
Nairobi, Nairobi Province,30

Summary

Dynamic Customer Support Supervisor at Call Centre International Kenya with a proven track record in service level optimization and conflict resolution. Successfully advocated for customer needs, enhancing product development and team performance. Skilled in feedback collection and employee engagement, driving continuous improvement and fostering strong client relationships.

Positive, team-oriented, and solution-focused professional with solid foundation in customer interactions and conflict resolution. Familiar with essential customer support tools and techniques, proficient in handling escalated cases and delivering effective training. Committed to enhancing team performance and ensuring customer satisfaction.

Overview

3
3
years of professional experience

Work History

Customer Support Supervisor

Call Centre International Kenya
06.2024 - Current
  • Analyzed customer feedback to identify areas for improvement.
  • Developed strong rapport with product development teams, acting as an advocate for customers by relaying their feedback and concerns to drive continuous innovation and improvement.
  • Continuously monitored team performance through KPIs, addressing any areas of concern promptly and effectively.
  • Monitored employees' productivity, accuracy and adherence to defined processes by using dashboards and other reporting tools to enable proactive action on delays compromising customer care.

Volunteer

Okoa Kaka Na Dada Foundation
01.2023 - Current
  • Assisted with special events and programs.
  • Maintained clean, neat, and operational facilities to serve program needs.
  • Supported engaging, fun, and smooth-running events by helping with organization and planning.
  • Used strong interpersonal communication skills to convey information to others.

Theatre Performer

Taifa Vision Arts Production
01.2023 - 05.2024
  • Sang and danced with creative ensembles and troupes for dramatic and comedic performances.
  • Captured audience by channeling and exhibiting emotions, resulting in audience laughter, crying, excitement, shock, and fear.
  • Studied scripts to successfully portray characters in dramas and comedies.
  • Actively participated in post-show discussions with audiences about the themes and messages in various productions, increasing audience appreciation and understanding.
  • Enhanced audience engagement by delivering captivating performances in various theatrical productions.

Education

No Degree - Entrepreneurship

Jomo Kenyatta Institute Of Agriculture And Technology
Kiambu
04.2001 -

High School Diploma -

Mbooni Boys High School
Makueni
04.2001 -

Skills

Service level optimization

Additional Information

I am a young , curious mind . Always on the move to grasp new knowledge and skills . Very organized charismatic and a go-getter.

Interests

Entreprenuership

Cars

Understanding Financial Markets

Travelling

Acting

Exploration

I always endeavor to find ways to bring out maximum optimization of resources provided . 

Timeline

Customer Support Supervisor

Call Centre International Kenya
06.2024 - Current

Volunteer

Okoa Kaka Na Dada Foundation
01.2023 - Current

Theatre Performer

Taifa Vision Arts Production
01.2023 - 05.2024

No Degree - Entrepreneurship

Jomo Kenyatta Institute Of Agriculture And Technology
04.2001 -

High School Diploma -

Mbooni Boys High School
04.2001 -

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Reagan MasilaSupervisor Customer Support