Open to opportunities

Cynthia Ketty

@cynthiaketty

Message

Motivated call center representative with a passion for customer service.

Kenya

Message

What I'm looking for

I am looking for a dynamic remote contact center role that values exceptional service and communication.

I am a motivated and experienced Call Center Representative with over three years in customer service and telesales. I excel in handling high-volume inbound and outbound calls, utilizing CRM software, and delivering effective solutions that drive customer satisfaction. My proven success in meeting sales targets and resolving issues efficiently has equipped me to thrive in fast-paced remote environments.

In my current role at Call Centre International Kenya, I manage high-volume calls with professionalism and empathy, utilizing CRM tools to log and track customer queries. Previously, as a Senior Customer Service & Telesales Representative at Jumia Kenya, I consistently exceeded sales targets while providing accurate product information and resolving customer complaints. My experience as an Application Specialist at Kisii University further honed my skills in guiding prospective students and resolving enrollment-related issues.

Experience

Work history, roles, and key accomplishments

Current

Call Center Agent

Current

Call Centre International Kenya

Sep 2023 - Present (1 year 9 months)

Managed high-volume inbound and outbound calls with professionalism and empathy. Utilized CRM tools to log, track, and follow up on customer queries, effectively resolving issues to promote retention and loyalty. Collaborated with peers to maintain quality standards and train new hires.

CRM Systems Customer Retention Problem Solving Team Collaboration Data Entry

Current

Call Center Agent

Current

Call Centre International Kenya

Sep 2023 - Present (1 year 9 months)

Managed high-volume inbound and outbound calls with professionalism and empathy, utilizing CRM tools to log, track, and follow up on customer queries. Resolved customer issues effectively, promoting retention and loyalty, and collaborated with peers to maintain quality standards and train new hires.

CRM Customer Service Problem Solving Team Collaboration Quality Assurance

Senior Customer Service & Telesales Representative

Jumia Kenya

Jan 2022 - Present (3 years 5 months)

Exceeded personal and team sales targets in a high-paced call center environment. Provided accurate product information, assisted customers with order placement, and handled complaints with tact to improve first-call resolution rates. Maintained detailed interaction logs to enhance future service delivery.

Telesales Customer Service Problem Solving Conflict Resolution Data Entry CRM Systems Customer Satisfaction

Senior Customer Service & Telesales Representative

Jumia Kenya

Jan 2022 - Aug 2023 (1 year 7 months)

Closed sales and exceeded personal/team targets in a high-paced call center, providing accurate product information and helping customers place orders. Handled complaints and inquiries with tact, improving first-call resolution rates, and maintained detailed logs of interactions to enhance future service delivery.

Telesales Customer Service Sales Data Entry Product Upselling

Application Specialist

Kisii University

Mar 2020 - Present (5 years 3 months)

Guided prospective students through academic and admissions processes, providing one-on-one counseling and hosting orientation sessions. Resolved enrollment-related issues and tracked student progress to ensure smooth transitions.

Counseling Problem Solving Data Management Communication Customer Service Microsoft Office Suite

Application Specialist

Kisii University

Mar 2020 - Dec 2021 (1 year 9 months)

Guided prospective students through academic and admissions processes, delivering one-on-one counseling and hosting orientation sessions. Resolved enrollment-related issues and tracked student progress.

Counseling Admissions Problem Solving Data Tracking

Education

Degrees, certifications, and relevant coursework

University of Nairobi

Bachelor of Arts, Criminology & Criminal Justice

Pursued a Bachelor of Arts in Criminology & Criminal Justice. Expected to graduate in December 2024.

Kisii University

Diploma, Criminology & Security Management

Grade: Upper Second Class Honors

Completed a Diploma in Criminology & Security Management with Upper Second Class Honors. Gained foundational knowledge in security and criminal justice principles.