Open to opportunities

Adelbert Samuel

@adelbertsamuel

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Dedicated and customer-centric professional with 5+ years of experience

Kenya

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What I'm looking for

Seeking a challenging role that leverages my expertise in customer relationship management to drive business outcomes and contribute to customer retention.

As a seasoned customer relationship professional, I excel in delivering exceptional support and resolving complex issues. With a proven track record of navigating high-pressure environments and working independently to identify process improvements, I am committed to exceeding client expectations through empathetic, solution-oriented service.

In my current role as Team Manager at Majorel, I have led a team of 20 agents supporting Bolt in the South African Market, achieving top performance in major KPIs and improving market CSAT from 40% to 85%. I have also introduced customer-centric initiatives and streamlined operations for enhanced customer experience.

With a strong background in customer relationship management, customer retention, and risk mitigation, I am confident in my ability to drive business outcomes and contribute to customer retention.

Experience

Work history, roles, and key accomplishments

Current

Team Manager

Current

Majorel

Jun 2021 - Present (4 years)

Led a team of 20 agents supporting Bolt in the South African Market, achieving top performance in major KPIs and improving market CSAT from 40% to 85%. Introduced customer-centric initiatives and streamlined operations for enhanced customer experience.

Customer Relationship Management Team Leadership People Management Client Management Customer Satisfaction Problem Solving

Customer Support Agent

Majorel

Dec 2020 - Jun 2021 (6 months)

Evaluated problems and complaints of customers and provided proper solutions, demonstrating strong conflict resolution skills and de-escalating tense situations.

Customer Experience Customer Advocacy Customer Service