Looking for a job

Bonaventure Kivuti

@bonaventurekivuti

Message

Customer support representative at JUICEBET, resolving account issues and tracking escalations through to resolution.

Kenya

Message

At JUICEBET, I supported customers through live chat and ticket handling, resolving account, payment, and betting-related concerns. I documented cases, prepared shift handovers, and followed pending escalations through to resolution.

At CCI KENYA, I mentored new agents supporting Metro by T-Mobile and conducted quality evaluations of customer interactions. In March 2025, line cancellations fell from 8% to 4%, while NPS, CSAT, and NRS also improved.

As a CallCenterAgentfor MetrobyT-Mobile at CCI KENYA, I handled customer inquiries, billing disputes, and inbound sales. I also monitored service KPIs and used customer feedback to inform improvements.

Earlier, I worked in sales at AMG Realtors and as a freelance SalesExecutive, prospecting for clients, demonstrating products, and following up with customers. I also supported transport and procurement administration at Parliament of Kenya.

Experience

Work history, roles, and key accomplishments

Customer Support Representative

Juicebet

Jul 2025 - Oct 2026 (1 year 3 months)

Delivered exceptional customer support through live chat and ticket handling, assisting with account inquiries, deposits, withdrawals, bonuses, and responsible gaming. Investigated and resolved customer complaints, maintained accurate records, and prepared end-of-shift handover reports.

Live Chat Ticket Handling Customer Relationship Management Complaint Resolution KYC Escalation Management Reporting

Call Center Subject Matter Expert/Mentor

CCI Kenya

Dec 2024 - Jul 2025 (7 months)

Trained and mentored new agents, managed teams, and delivered actionable feedback to improve performance. Achieved a 4% reduction in line cancel percentages and drove significant improvements in NPS, CSAT, and NRS metrics.

Mentorship Training Team Leadership Performance Management Quality Evaluation Data Analysis Coaching

Call Center Agent

CCI Kenya

Sep 2022 - Dec 2024 (2 years 3 months)

Provided exceptional customer support, handled inbound sales, resolved billing inquiries, and monitored KPIs. Proactively engaged customers and implemented feedback-driven initiatives to improve satisfaction.

Customer Support Inbound Sales Order Processing Billing Resolution Problem Solving KPI Monitoring Customer Engagement

Sales Intern

AMG Realtors

Feb 2022 - Jul 2022 (5 months)

Identified business opportunities, generated leads, and conducted product demonstrations. Managed the sales process from initial contact to after-sale service, including debt collection and client relationship building.

Sales Lead Generation Prospecting Product Demonstrations Customer Relationship Management Debt Collection

Sales Executive

Freelance

Nov 2020 - Jan 2022 (1 year 2 months)

Identified and imported accessories from Alibaba Express, marketed them via social media, and delivered products locally and shipped parcels. Achieved consistent sales growth and received positive customer feedback.

Sales Import Social Media Marketing Customer Delivery Supplier Management

Transport Officer Attaché

Parliament of Kenya

Jan 2020 - Apr 2020 (3 months)

Filed repair and maintenance forms for vehicles, obtained requisition and purchase order numbers, and forwarded files to the Chief Procurement Officer. Planned and coordinated government operations.

Administrative Support Record keeping Procurement Coordination Government Operations