Daniel Muchira
@danielmuchira
Customer service specialist with 7+ years improving retention and resolving issues.
KenyaWhat I'm looking for
I am a customer service specialist with over seven years of experience across call center and banking environments, focused on high-volume support and relationship management.
I consistently resolve complex inquiries, manage escalations, and exceed KPIs while documenting interactions accurately using CRM systems.
My background includes roles at C & R Group Call Center, SportPesa, and Dubai Bank Kenya, where I handled inbound/outbound calls, managed accounts, and supported customer retention.
I communicate effectively in English and Swahili, collaborate well with teams, and bring strong problem-solving, complaint-handling, and time-management skills to drive service quality.
Experience
Work history, roles, and key accomplishments
Customer Service Agent
C & R Group Call Center
Jun 2022 - May 2024 (1 year 11 months)
Handled high-volume inbound and outbound calls, resolved customer inquiries and complaints efficiently, and documented interactions in CRM while consistently meeting and exceeding KPIs and service-level targets.
Customer Service Representative
SportPesa
Oct 2016 - Nov 2021 (5 years 1 month)
Provided phone and email support, managed customer accounts and escalations, and achieved performance and quality assurance targets in a high-volume call center environment.
Relationship Officer
Dubai Bank Kenya
Oct 2013 - Aug 2015 (1 year 10 months)
Managed customer relationships and retention, assisted clients with banking products and services, and supported account maintenance to improve client satisfaction.
Education
Degrees, certifications, and relevant coursework
JTJomo Kenyatta University of Agriculture and Technology
Bachelor of Business Administration, Business Administration
Bachelor of Business Administration focused on business and management principles.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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