Open to opportunities

CalebKoyo User

@calebkoyouser

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Results-oriented customer service leader with a passion for excellence.

Kenya

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What I'm looking for

I am seeking a role that offers opportunities for team leadership and customer service excellence, where I can contribute to a culture of continuous improvement and support team growth.

With over three years of experience in customer service leadership, I have honed my skills in managing call center teams and resolving escalated customer issues. My journey has been marked by a commitment to driving continuous improvements in service quality, ensuring that customer satisfaction remains at the forefront of operations.

In my role as Lead Call Center Agent for the USAID Empowered Youth Program, I successfully led a high-performing team, consistently meeting key performance metrics. My ability to mentor staff and implement performance tracking systems has significantly improved response times and customer satisfaction. I am passionate about fostering a culture of excellence and supporting team growth to deliver outstanding customer experiences.

Experience

Work history, roles, and key accomplishments

Current

Call Centre Agent

Current

CoELIB Centre

Jan 2021 - Present (4 years 5 months)

Delivered exceptional customer service through multiple channels, addressing escalated issues and mentoring junior agents. Consistently met performance targets, enhancing overall customer satisfaction.

Customer Service Conflict Resolution Mentoring Performance Monitoring Communication Multitasking Data Analysis Customer Relationship Management Problem Solving Time Management

Lead Call Center Agent

YALI Alumni Expo and Trade Show by USAID, CoELIB Egerton

Jan 2024 - Mar 2024 (2 months)

Led a team of call center agents during the YALI Alumni Expo and Trade Show by USAID, ensuring high-quality service delivery. Monitored performance, provided coaching, and resolved escalated customer issues, aligning support efforts with event goals.

Team Leadership Conflict Resolution Performance Monitoring Coaching Customer Relationship Management Process Improvement Data Analysis Communication Multitasking

Lead Call Center Agent

USAID Empowered Youth Program, CoELIB Egerton

Jan 2022 - Jan 2024 (2 years)

Managed a team delivering customer service for the USAID Empowered Youth Program. Provided mentoring and performance feedback, monitored call quality, and resolved escalated issues, contributing to improved customer satisfaction.

Team Leadership Customer Service Performance Monitoring Coaching Conflict Resolution Customer Relationship Management Data Analysis Communication Multitasking

Education

Degrees, certifications, and relevant coursework

NBCU Academy

Fundamentals of Journalism, Journalism

2023 - 2023

Studied the fundamentals of journalism, covering essential skills in reporting, writing, and media ethics.

CoELIB Media

Certificate in Radio Production and Broadcasting, Media Production

2022 - 2023

Completed a certificate program focused on radio production and broadcasting, gaining practical skills in audio production, editing, and broadcasting techniques.