Open to opportunities

daniel otieno

@danielotieno

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Experienced Call Centre Specialist passionate about exceptional client experiences.

Kenya

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What I'm looking for

I seek a role that values client satisfaction and offers growth opportunities.

As an experienced Call Centre Specialist, I have honed my skills in remote call center operations and customer management, consistently delivering exceptional service in dynamic environments. My background includes managing high call volumes and resolving customer inquiries efficiently, which has contributed to my strong track record of success in enhancing operational efficiency.

Throughout my career, I have utilized advanced tools such as Zendesk, HubSpot CRM, and Salesforce to manage customer interactions effectively. My commitment to client satisfaction is evident in my impressive CSAT scores and first-call resolution rates. I am also dedicated to continuous improvement, having trained new team members to enhance onboarding efficiency and implemented feedback systems that increased positive reviews significantly.

Experience

Work history, roles, and key accomplishments

Current

Call Center Representative

Current

VirtualPBX Inc

Jan 2023 - Jan 2025 (2 years)

Managed high call volumes, resolving customer inquiries with an 85% first-call resolution rate. Utilized Zendesk for customer interactions, achieving a CSAT score of 92%. Trained new team members on CRM tools, enhancing onboarding efficiency by 30%.

Zendesk Customer Service Technical Troubleshooting CRM Communication Problem Solving Customer Satisfaction Team Collaboration

Customer Support Agent

Sagan Realty

Jan 2022 - Jan 2023 (1 year)

Provided property details and consultations to prospective buyers, managing over 50 calls daily. Utilized HubSpot CRM to track leads, contributing to a 20% increase in sales. Implemented a feedback system that improved positive reviews by 25%.

HubSpot Consultation Sales Feedback Communication Problem Solving Team Collaboration

Freelance Call Center Agent

Upwork & Fiverr Platforms

Jan 2019 - Jan 2021 (2 years)

Delivered virtual assistant services, handling up to 60 calls daily. Collaborated with international clients and resolved disputes using Freshdesk and LiveChat, achieving a 98% client satisfaction rate.