Open to opportunities

ALVIN GAITHO

@alvin_gaitho

Message

Customer service professional delivering empathetic, high-satisfaction support.

Kenya

Message

What I'm looking for

I seek a customer-focused role where I can apply empathetic problem-solving, support high CSAT, contribute to process improvements, and grow into training or quality assurance responsibilities.

I am a customer service professional with hands-on experience in high-volume call center environments, focused on empathetic complaint resolution and improving user experience.

At CCI Kenya I managed an average of 50 calls per day, achieving 90% customer satisfaction by resolving complaints and assisting customers with website navigation and online orders.

Previously as a Records Officer I maintained strict confidentiality, organized archived files, conducted audits, and developed training that improved team efficiency and record accuracy.

I hold a Diploma in Business Management (completion: June 2026) and bring strengths in active listening, de-escalation, time management, and professional telephone and live chat support.

Experience

Work history, roles, and key accomplishments

Call Centre Agent

CCI Kenya

Jan 2023 - May 2025 (2 years 4 months)

Handled an average of 50 calls per day, resolving complaints empathetically to achieve 90% customer satisfaction and improve repeat business. Met performance goals and assisted customers with online orders and website navigation in a high-volume contact centre.

Customer Service Call Center Operations Live Chat Support Active Listening Problem Solving Time Management

Records Officer

Ruiru Joska

Apr 2020 - May 2022 (2 years 1 month)

Managed physical storage units and maintained strict confidentiality of sensitive records while conducting audits and training new Records Officers to improve efficiency and data accuracy. Implemented corrective measures to enhance record-keeping systems.