Collins Maina
@collinsmaina
Results-driven customer service leader improving satisfaction and operational efficiency.
KenyaWhat I'm looking for
I am a customer service professional with proven success in reducing response and resolution times while boosting CSAT and repeat business. I implemented a ticketing system and CRM integrations that cut response time by 45%, improved data accuracy and team productivity by 32%, and raised CSAT from 75% to 92%.
I excel at cross-functional collaboration, conflict resolution, and upselling—generating an incremental $10K/month and reducing churn by 18%. I hold certifications in Strategic Management and Supervisory Skills and am pursuing a Bachelor's in Management & Leadership to expand my leadership impact.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Almos Cyncol Consulting
Reduced average response time by 45% through a ticketing system and prioritization, raised CSAT from 75% to 92%, and maintained a 95% first-contact resolution rate while resolving 50+ weekly complaints.
Education
Degrees, certifications, and relevant coursework
MAManagement University of Africa
Bachelor of Management & Leadership, Management & Leadership
Pursuing a Bachelor's degree in Management & Leadership at Management University of Africa (ongoing).
KMKenya Institute of Management
Certification in Supervisory Skills, Supervisory Skills
2023 - 2023
Completed a Certification in Supervisory Skills at the Kenya Institute of Management from January to April 2023.
KMKenya Institute of Management
Certification in Strategic Management, Strategic Management
2023 - 2023
Completed a Certification in Strategic Management at the Kenya Institute of Management between October and December 2023.
MAManagement University of Africa
Diploma of Management & Leadership, Management & Leadership
2018 - 2019
Completed a Diploma of Management & Leadership at Management University of Africa from September 2018 to December 2019.
MAManagement University of Africa
Certificate in Management & Leadership, Management & Leadership
2018 - 2018
Completed a Certificate in Management & Leadership in August 2018 from Management University of Africa.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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