Dennis Kiplangat

At Fiberlink Limited, I handled 80+ inbound calls, emails, and live chats each day while maintaining a 96% customer satisfaction score.

I resolved billing, product, and technical issues by coordinating with cross-functional teams. I also onboarded customers on product features, helping reduce early-stage churn by 18%.

Previously at Hotpoint Services LLC, I provided first-line phone and email support for 300+ clients with an average response time under three minutes. I helped train five new team members and contributed to a 12% reduction in repeat contacts by identifying recurring customer pain points.

I bring hands-on CRM, ticketing, conflict resolution, and customer communication experience, with a focus on accurate documentation and complete resolution within SLA timelines.