Open to opportunities

Donnie K

@donniek

Message

Customer Success and Sales professional improving retention, conversions, and service quality through CRM-led coaching.

Kenya

Message

What I'm looking for

I want to help customers stay longer and buy more by using CRM-led follow-ups, call quality monitoring, coaching, and clear performance reporting to improve service and consistently exceed targets.

I’m a Customer Success and Sales professional with 8+ years of experience across call center operations, telesales, and team leadership. I focus on driving customer retention, increasing conversions, and improving service quality in fast-paced environments by aligning solutions to customer needs.

In my roles, I’ve developed sales and marketing strategies, built strong client relationships, and resolved inquiries quickly to protect churn. I also manage CRM-driven customer follow-ups, monitor call quality, coach teams, handle escalations, and produce performance reports to support planning and continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

Remote Sales Associate

Current

Bridge Alpha Labs Limited

Jan 2025 - Present (1 year 3 months)

Developed weekly sales and marketing strategies to achieve branch targets and build client relationships to drive referrals and repeat business. Handled customer inquiries, resolved concerns promptly, and submitted prospect lists and performance reports to support planning.

Sales Strategy Client Relationship Management Referrals CRM Management Lead Generation performance reporting Customer Retention

Telesales Representative

Poa! Internet

Mar 2024 - Nov 2024 (8 months)

Converted leads into active subscribers through persuasive pitching and upsold additional services to increase revenue per customer. Resolved service and technical concerns to improve retention while managing customer data and follow-ups using CRM systems.

Telesales Lead Conversion Upselling Customer Retention CRM Management Follow Up Systems Customer Management

Customer Service Lead

Saptet Group of Hotels

Jun 2022 - Mar 2024 (1 year 9 months)

Led inbound and outbound customer service operations and trained/coached new team members to improve service quality. Monitored call performance, managed reservations and email communication, resolved issues, and generated performance reports to support decision-making.

Customer Service Operations Call Quality Monitoring Reservations Management Email Communication performance reporting

Sales Process Lead

Apollo Agriculture

Dec 2019 - May 2022 (2 years 5 months)

Supervised daily call center operations, handled escalations, and managed outbound cold-calling campaigns to generate leads. Conducted recruitment, onboarding, and training for new hires, designed training materials to improve productivity and call quality, and monitored KPIs with performance reporting.

Call Center Operations Cold Calling Escalation Management Onboarding KPIs performance reporting Lead Generation

Customer Service Representative

Horizon Contact Centers

Nov 2018 - Dec 2019 (1 year 1 month)

Handled high-volume inbound and outbound calls, providing product education and post-sales support. Troubleshot customer issues, escalated complex cases, and maintained accurate CRM records.

Product Education Post Sales Troubleshooting Escalation Management Customer Support

Customer Service Representative

Call Center Services International

Oct 2016 - Oct 2018 (2 years)

Responded to customer inquiries via phone and educated customers on product features and benefits. Supported troubleshooting and issue resolution and conducted follow-ups to strengthen customer relationships.

Phone Support Product Education Troubleshooting Customer Relationship Management