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@collinsmaina
Results-driven customer service leader improving satisfaction and operational efficiency.
KenyaI 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.
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
Work history, roles, and key accomplishments
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.
Degrees, certifications, and relevant coursework
MABachelor of Management & Leadership, Management & Leadership
Pursuing a Bachelor's degree in Management & Leadership at Management University of Africa (ongoing).
KMCertification in Supervisory Skills, Supervisory Skills
2023 - 2023
Completed a Certification in Supervisory Skills at the Kenya Institute of Management from January to April 2023.
KMCertification in Strategic Management, Strategic Management
2023 - 2023
Completed a Certification in Strategic Management at the Kenya Institute of Management between October and December 2023.
MADiploma of Management & Leadership, Management & Leadership
2018 - 2019
Completed a Diploma of Management & Leadership at Management University of Africa from September 2018 to December 2019.
MACertificate in Management & Leadership, Management & Leadership
2018 - 2018
Completed a Certificate in Management & Leadership in August 2018 from Management University of Africa.
Software and tools used professionally
KenyaYou can contact Collins and 90k+ other talented remote workers on Himalayas.
Message Collins
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