Open to opportunities

Derick Oguta

@derickoguta

Message

Customer support and sales professional driving efficiency, retention, and excellent client experiences.

Kenya

Message

What I'm looking for

I seek a customer-focused role where I can improve support workflows, lead teams, implement CRM solutions, and drive measurable service and retention improvements.

I am a results-driven customer support and sales professional with over three years of hands-on experience managing high-volume communications, CRM systems, and executive support tasks. I consistently meet KPIs in close rates, upselling, and retention while maintaining confidentiality and professional correspondence.

My background includes roles across customer care, collections, and records management where I handled 40+ calls daily, supported client onboarding, and digitized records during an internship. I am proficient with MS Office and ticketing/CRM tools including Zendesk and Intercom, and have worked with Salesforce and Freshdesk in consumer-goods support settings.

In leadership roles I have improved resolution times, implemented escalation protocols, and developed knowledge-base content and training materials that boosted resolution rates and customer satisfaction. I have supervised teams, streamlined order workflows, and contributed measurable process improvements.

I am committed to continual professional development, embracing technology trends and productivity tools, and mentoring young professionals to foster service excellence and efficient operations.

Experience

Work history, roles, and key accomplishments

Current

Customer Care & Sales Representative

Current

CCI Kenya

Feb 2023 - Present (2 years 10 months)

Provide end-to-end customer and sales support for international clients, handling 40+ calls daily and consistently meeting KPIs for close rates, upselling, and retention while maintaining CRM and ticketing documentation.

Customer Support Sales MS Office Upselling KPIs Documentation

Current

Customer Support Lead

Current

ABC Consumer Products Ltd

Jan 2021 - Present (4 years 11 months)

Managed end-to-end customer support operations resolving 100+ cases weekly, implemented escalation protocols that reduced resolution time by 35%, and supervised a team of 8 agents while improving satisfaction scores.

Team Leadership Escalation Management Process Improvement KPI Tracking Customer Satisfaction

Customer Service Representative

Agip Capital

Feb 2021 - Jul 2021 (5 months)

Supported client onboarding and digital product adoption, maintained accurate CRM records, and contributed to initiatives that improved resolution times and client satisfaction.

Client Onboarding CRM Management Customer Support Digital Product Guidance Data Entry Problem Solving Team Collaboration

Customer Support Specialist

Global Retail Solutions

Jun 2017 - Dec 2020 (3 years 6 months)

Handled returns, refunds, and defective product complaints with a 92% satisfaction rate, used Salesforce and Freshdesk to manage cases and automated routing, and trained new agents.

Returns Case Management Salesforce Freshdesk Quality Assurance Training Cross Functional Collaboration

Call Agent (Collections & Sales)

Apex Collection Africa

Feb 2020 - Jun 2020 (4 months)

Handled inbound and outbound calls for collections and sales, applied objection-handling techniques to retain clients, processed payments, and updated client account data accurately.

Collections Sales Outbound Calling Objection Handling Payment Processing Account Management CRM

Assistant Records Manager

TVETA

Aug 2019 - Dec 2019 (4 months)

Digitized and managed records using customized file systems and supported policy meetings by drafting and organizing key documents to improve records accessibility.

Records Management Administrative Support Meeting Preparation Attention To Detail