Open to opportunities

Clifford Akunga

@cliffordakunga

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Customer service leader and freelance editor delivering reliable support and clear communications.

Kenya

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What I'm looking for

I seek customer-focused roles where I can lead teams, improve performance, and apply multilingual support and editing skills in a fast-paced, growth-oriented environment.

I am a dedicated customer service professional and freelance editor with hands-on experience in frontline support and team leadership. I have worked as a Customer Service Agent and Team Leader at Copia Kenya and currently provide freelance editing and writing services on Upwork.

As a Team Leader I monitored performance with KPIs, coached and mentored staff, managed workflows, resolved conflict, and handled escalated customer issues to maintain service quality. I consistently improved team outcomes through training, call monitoring, and performance management.

I bring multilingual abilities in English, Swahili, and French, practical e-commerce and support-tool exposure (Shopify, BigCommerce, Amazon, Gorgias, Zendesk, Freshdesk, Intercom, G Suite), and a commitment to continuous learning and adaptable, customer-focused service.

Experience

Work history, roles, and key accomplishments

Current

Freelance Editor & Writer

Current

Upwork

Jan 2025 - Present (9 months)

Deliver freelance editing and writing services to clients, producing clear, accurate content and revisions on deadline while maintaining client communication and satisfaction. Manage projects end-to-end on the Upwork platform.

Editing Content Writing Client Communication Proofreading Research Remote Collaboration Upwork

Team Leader

Copia Kenya

Sep 2022 - Dec 2024 (2 years 3 months)

Led a customer service team, implemented KPI-driven performance monitoring and coaching that improved first-call resolution and team efficiency; managed staffing, conflict resolution, and escalations. Trained and developed agents and monitored call quality to ensure adherence to standards.

Team Leadership Performance Monitoring Coaching And Training Conflict Resolution Escalation Management Workflow Management Customer Service

Customer Service Agent

Copia Kenya

Jan 2017 - May 2022 (5 years 4 months)

Handled customer inquiries and complaints across phone, email, chat and social channels, resolved billing and order issues, processed refunds/returns, and escalated complex cases to appropriate teams. Delivered empathetic troubleshooting and account support to maintain customer satisfaction.

Customer Support Troubleshooting Order Processing Billing Support Account Management

Education

Degrees, certifications, and relevant coursework

Moi University

Arts and Social Sciences

2014 - 2019

Activities and societies: Key organizer, Media Week (two years)

Completed coursework at the School of Arts and Social Sciences with studies including language in the media, intercultural communication, and disaster and conflict management; served as key organizer for Media Week for two consecutive years.