Open to opportunities

Balaam Maina

@balaammaina

Message

I resolve customer issues and strengthen client relationships across telecom and service operations.

Kenya

Message

What I'm looking for

I'm looking for a customer support, client success, or service operations role where I can resolve client issues, build lasting relationships, manage escalations, and improve customer satisfaction in a fast-paced team.

I've supported customers across telecommunications, contact center operations, and remote healthcare services, resolving mobile, internet, account, and service-related issues with empathy and professionalism.

At G-TECH Kenya (Zuku), I handled service requests and technical issues, educated clients on products, coordinated with technical and sales teams, and maintained service quality and compliance standards.

At Calltronix Kenya supporting Multichoice Africa, I managed high-volume interactions, documented client activity in CRM systems, handled escalations, and identified recurring issues to improve workflows, retention, and satisfaction.

In my outbound customer service work with Airtel Kenya, I've maintained client relationships through follow-ups, coordinated schedules and requests, shared progress with stakeholders, and supported administrative and operational delivery.

Experience

Work history, roles, and key accomplishments

Outbound Customer Service Representative

Airtel Kenya

Jan 2022 - Dec 2025 (3 years 11 months)

Built and maintained strong client relationships through consistent communication and follow-ups. Supported timely service delivery by coordinating schedules, updating systems, and tracking requests, while assisting with client inquiries and escalations.

Scheduling Data Entry CRM Escalation Handling Customer Relationship Management

Inbound Customer Support Representative

Calltronix Kenya (Multichoice Africa)

Jan 2019 - Dec 2022 (3 years 11 months)

Managed high-volume client interactions while maintaining professionalism and empathy. Resolved customer issues and service concerns, documented interactions in CRM systems, and identified recurring issues to suggest process improvements.

Customer Support Issue Resolution CRM Documentation Process Improvement

Customer Support & Service Operations Associate

G-TECH Kenya (Zuku)

Jan 2016 - Dec 2020 (4 years 11 months)

Supported customers with mobile, internet, and account-related services, ensuring timely resolution of service requests and technical issues. Educated clients on products and services to improve adoption and satisfaction, and coordinated with technical and sales teams to meet customer needs.

Customer Support Technical Support Client Education Service quality Compliance