VINCENT KIPCHOGE ROTICH
Summary
Customer Service and Call Center Professional with over three years of experience in managing effective client communications and resolving inquiries. Skilled in negotiating payment arrangements, processing transactions, and maintaining CRM records. Expertise in complaint resolution, client engagement, and service delivery while consistently achieving quality and performance standards.
Overview
1
1
Certification
12
12
years of post-secondary education
6
6
years of professional experience
Work History
Call Center Agent
Apex Collection Africa Ltd
01.2024 - Current
- Handle high volumes of inbound and outbound customer calls while delivering professional, courteous, and customer-focused service.
- Resolved customer inquiries and complaints promptly, providing practical solutions that improved customer satisfaction and service delivery.
- Engaged customers on outstanding accounts, explained payment options, negotiated repayment plans, and secured payment commitments to enhance account resolution.
- Strengthened customer relationships through active listening, empathy, and solution-oriented communication, contributing to increased customer retention.
- Maintain accurate customer records by documenting interactions, follow-up activities, payment arrangements, and account updates within CRM systems.
- Adhere to company policies, regulatory requirements, call scripts, and quality assurance standards to ensure compliance and consistency.
- Escalate complex customer concerns to the relevant departments and monitor progress to ensure timely resolution.
- Consistently maintain high standards of documentation accuracy, compliance, and productivity while supporting departmental performance objectives.
Cashier / Customer Service Assistant
Amwaj Catering Services
Doha, Qatar
01.2021 - 01.2023
- Delivered exceptional customer service by responding to customer needs promptly and ensuring a positive service experience.
- Addressed customer concerns professionally, resolved complaints efficiently, and ensured customer satisfaction throughout the service process.
- Processed cash, credit card, and electronic payments accurately while maintaining accountability for all financial transactions.
- Resolved customer concerns professionally, ensuring satisfaction through efficient complaint resolution and positive service interactions.
- Coordinated kitchen and service teams to ensure timely order preparation and delivery of high-quality customer service.
- Contributed to daily operational efficiency by supporting team objectives, maintaining service quality, and promoting a welcoming customer environment.
- Supported team objectives by maintaining service quality and fostering a welcoming environment, enhancing daily operational efficiency.
- Demonstrated integrity, attention to accuracy, and reliability in handling financial transactions while consistently meeting service expectations.
Education
Diploma - Information Communication Technology (ICT)
Jolearn Training College
Nairobi , Kenya 01.2026 - 11.2026
Kenya Certificate of Secondary Education -
Tumaini High School
Eldoret , Kenya 01.2013 - 01.2016
Kenya Certificate of Primary Education -
St. Luke Preparatory Primary School
Eldoret , Kenya 01.2004 - 01.2012
Skills
- Inbound & Outbound Call Handling
- Customer Service Excellence
- Complaint resolution
- Payment Collection
- Customer Relationship Management (CRM)
- Records management
- Retention strategies
- Call Monitoring
- Problem solving
- Time Management and Multitasking
- Interpersonal communication
- Customer Experience Management
Certification
- Plant Operator Training – National Youth Service (NYS), Yatta | 2018 – 2021
- Construction Survey Certificate – Eldoret National Polytechnic | 2017 – 2018
Timeline
Diploma - Information Communication Technology (ICT)
Jolearn Training College
01.2026 - 11.2026
Call Center Agent
Apex Collection Africa Ltd
01.2024 - Current
Cashier / Customer Service Assistant
Amwaj Catering Services
01.2021 - 01.2023
Kenya Certificate of Secondary Education -
Tumaini High School
01.2013 - 01.2016
Kenya Certificate of Primary Education -
St. Luke Preparatory Primary School
01.2004 - 01.2012