Summary
Overview
Work History
Education
Skills
References
Timeline
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Timothy Martin Waweru

Nairobi

Summary

I am a Customer Service Representative with a strong background in insurance and financial consultancy, skilled in representing client brands with professionalism. I specialize in solution-based emails and phone support, ensuring seamless customer interactions across multiple channels.

As a proactive leader and team player, I mentor colleagues, foster collaboration, and drive operational efficiency while managing time effectively and multitasking in fast-paced environments. I maintain clear and consistent communication via relevant channels and email, ensuring alignment with clients, teams, and management.

I actively attend team meetings, lead discussions, and provide actionable solutions to enhance customer experiences and optimize workflows. Punctual, reliable, and engaged, I take ownership of my work, embrace feedback, and consistently deliver value to clients while strengthening long-term relationships.

Overview

8
8
years of professional experience

Work History

Call Agent (Subject Matter Expert)

Instacart
10.2023 - Current
  • As a Subject Matter Expert (SME) in an international campaign, I ensure smooth operations and deliver expert support across teams.
  • I provide solutions to complex customer issues, reducing repeat contacts and improving first-call resolution.
  • I support agents with troubleshooting, lead training sessions, and onboarding over 50 new hires with a 95% satisfaction rate, and help reduce ramp-up time by 20%.
  • I review 500+ calls quarterly, boosting agent QA scores by 15% through coaching.
  • My process improvements enhanced productivity and cut handling time.
  • I collaborate with product, IT, and management teams to relay feedback, leading to 3 product updates and 2 system upgrades.
  • I also maintain a knowledge base that improved internal resource use and reduced escalations.
  • I resolve 80+ high-priority cases monthly with a 98% resolution rate, consistently outperforming resolution time targets and raising CSAT scores by 20% on escalated calls.

Call Agent

Metro-By-T-mobile
01.2022 - 07.2022
  • Processed payments and orders: Accurately handled 150+ transactions weekly, maintaining a 99.8% accuracy rate and ensuring timely order fulfillment.
  • Customer management: Managed 300+ clients in mobile tech and telecom, achieving a CSAT score above 90% with personalized support.
  • Client follow-ups: Increased customer retention and contributed to revenue growth by ensuring issue resolution and satisfaction.
  • Cross-selling and upselling: Surpassed sales targets, boosting revenue through tailored product recommendations.
  • Database management: Maintained 100% data integrity in customer records, improving CRM efficiency and engagement.
  • Market research: Provided monthly insights, leading to the identification of 3 key service improvements and higher customer engagement.
  • Communication skills: De-escalated difficult situations, reducing churn rate to below 5% through effective resolution.
  • Adaptability: Managed shift rotations across time zones, ensuring 24/7 service availability.
  • Empathy in customer relations: Fostered positive feedback by demonstrating emotional intelligence in interactions.
  • Junior staff training: Assisted in onboarding, reducing training time through peer mentoring.
  • Team cohesion: Boosted team morale through participation in in-house competitions and activities.
  • Call management: Handled 20+ calls daily, maintaining a call handling time under 5 minutes and meeting QA standards.

Financial Consultant

Madison Insurance
10.2017 - 04.2018
  • Conducted sales pitches and assisted in underwriting the business.
  • Travel for business camps (activations) to localities across the country.
  • Delivery of policy documents to clients and conducting follow-ups on premium payment statuses.
  • Conducting in-person meetings and dismissing product concerns for our company and the whole industry at large.
  • Cold calling referred potential clientele for product sensitization and outreach.
  • Analyzed market trends and identified investment opportunities, resulting in enhanced portfolio performance.
  • Devised comprehensive financial plans for clients to achieve short and long-term financial goals.

Financial Consultant

Sanlam Life Insurance
04.2017 - 09.2017
  • Achieved sales targets by supporting application processes and conducting market research, contributing to a 15% increase in quarterly revenue and improving lead conversion by 18%.
  • Participated in 20+ client presentations alongside the sales team, gathering valuable marketing insights that led to a 10% improvement in targeted campaign performance.
  • Delivered brand activation analysis and showcased product value through professional demonstrations, resulting in boosting customer engagement and 3 new B2B partnerships.
  • Guided clients through the claims process, maintaining a 98% accuracy rate and reducing claim processing time.
  • Ensured personalized service through regular face-to-face meetings and follow-ups, leading to an increase in customer retention and a 92% client satisfaction score.
  • Provided monthly business reports to 5+ key stakeholders, contributing to improved decision-making and an increase in operational efficiency.
  • Led 3 brand activation campaigns across major corporate establishments, increasing product visibility and generating record quarterly new sales.
  • Built strong client relationships, reviewing 50+ client portfolios and identifying diversification opportunities, resulting in a reduction in portfolio risk and an increase in cross-sell rates.

Education

Diploma - Information Technology

Cooperative University of Kenya (CUK)
12.2023

Certificate - Information and Communication Technology

Zetech University
11.2019

Global Dialogue And Leadership Training

Generation Global
04-2017

Kenya Certificate of Secondary Examination - Form 3 and 4

Presbyterian Church of East Africa Secondary School
11.2016

Goshen High School
07.2015

Pumwani Boys High School
02.2014

Kenya Certificate of Primary Examination -

Chrisco Educational Centre
11.2011

Olympic Primary School
05.2008

Nairobi Pentecostal Church Academy
04-2008

Skills

  • Strong communication
  • Conflict resolution
  • Call handling
  • CRM proficiency
  • Active listening
  • Upselling skills
  • Time management
  • Data entry accuracy
  • Financial planning
  • Investment knowledge
  • Retirement planning
  • Client relations
  • Compliance awareness
  • Risk assessment
  • Product presentation
  • Goal setting
  • Market Analysis
  • Discretion & ethics

References

  • Paul Mugambi, Pastor - Chrisco Central Church, +254 711 792858
  • Monicah Mitei, Sanlam Life Insurance & Madison Insurance, +254716981359
  • Steven Michaels, CCI KENYA - Metro, steven.michaels@gmail.com, +254774825469
  • Martin Kuria, CCI Kenya – Instacart, Martin.kuria@ccikenya.com, +254 745251665

Timeline

Call Agent (Subject Matter Expert)

Instacart
10.2023 - Current

Call Agent

Metro-By-T-mobile
01.2022 - 07.2022

Financial Consultant

Madison Insurance
10.2017 - 04.2018

Financial Consultant

Sanlam Life Insurance
04.2017 - 09.2017

Certificate - Information and Communication Technology

Zetech University

Global Dialogue And Leadership Training

Generation Global

Kenya Certificate of Secondary Examination - Form 3 and 4

Presbyterian Church of East Africa Secondary School

Goshen High School

Pumwani Boys High School

Kenya Certificate of Primary Examination -

Chrisco Educational Centre

Olympic Primary School

Nairobi Pentecostal Church Academy

Diploma - Information Technology

Cooperative University of Kenya (CUK)

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Timothy Martin Waweru