Alicia Akinyi
@aliciaakinyi
Results-driven call centre specialist improving CSAT and SLA adherence.
KenyaWhat I'm looking for
I am a results-driven call centre specialist with over five years' experience delivering exceptional customer service in high-volume environments. I excel at resolving complex issues, exceeding KPIs, and improving CSAT and FCR through data-driven process improvements.
I am proficient with Zendesk, Twilio, Gorgias, Slack and CRM platforms and comfortable with phone systems, Excel and general computer tasks. I have led teams as a Branch Manager and Assistant Team Leader, achieved 95%+ SLA adherence, met QA targets of 96% at Vacasa, and earned Employee of the Year at Generations Electronics.
I seek roles where I can coach teams, drive continuous improvement and contribute to customer loyalty and business growth in a forward-thinking organization.
Experience
Work history, roles, and key accomplishments
Point of Contact
Calling Centre International Kenya
Feb 2025 - May 2025 (3 months)
Resolved escalated customer issues, surpassing SLA targets with 95%+ adherence and maintaining detailed client communication records. Coordinated cross-departmental actions to ensure timely resolution and high customer satisfaction.
GRHandled high-volume inbound calls, chats, and emails from drivers, customers, and restaurant partners, resolving order and payment issues. Delivered on performance KPIs including AHT, CSAT, and FCR while de-escalating complex situations professionally.
VACoached agents, conducted monitored QA audits, and tracked KPIs to identify improvement areas, achieving QA targets of 96%. Recommended and developed training programs to close skills gaps and improve service quality.
VAAnswered inbound guest and owner inquiries, resolved reservation and property issues, and collaborated with operations and maintenance to ensure timely resolution. Maintained high service standards and contributed to CSAT performance of ~95%.
Debt Collector
Aqua's Office
Nov 2021 - Jun 2022 (7 months)
Conducted outbound and inbound calls to recover overdue payments, analyzed account histories, and negotiated payment plans within legal and company guidelines. Addressed disputes professionally and ensured accurate account reconciliation.
Branch Manager
Generations Electronics & Allied Ltd
Jan 2020 - Sep 2021 (1 year 8 months)
Managed branch operations including financial reporting, audits, and team performance while mentoring staff to improve service and sales outcomes. Oversaw compliance and stakeholder engagement to meet organizational objectives.
Salesperson
Generations Electronics & Allied Ltd
Feb 2019 - Dec 2019 (10 months)
Prospected and engaged potential customers, presented product features, and tracked sales activities to meet company targets. Coordinated with marketing and customer service to support promotions and ensure a seamless customer experience.
HUPresented and demonstrated Huawei phones at retail and promotional events, educated customers on product specifications, and supported marketing campaigns to drive sales. Monitored promotional results and customer feedback.
Education
Degrees, certifications, and relevant coursework
ZUZetech University
Diploma in Human Resource Management, Human Resource Management
Completed a Diploma in Human Resource Management at Zetech University in October 2021.
Compact College
Certificate in Computer Packages, Computer Packages
Completed a Certificate in Computer Packages at Compact College in November 2018.
Kamiti Secondary School
Kenya Certificate of Secondary Education, Secondary Education
Completed the Kenya Certificate of Secondary Education (KCSE) at Kamiti Secondary School in 2017.
Githurai Primary School
Kenya Certificate of Primary Education, Primary Education
Completed the Kenya Certificate of Primary Education (KCPE) at Githurai Primary School in 2012.
Availability
Location
KenyaAuthorized to work in
Job categories
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