ed k
@edk
Customer service and contact center professional focused on efficient, tech-enabled client support.
KenyaWhat I'm looking for
I am a detail-oriented Customer Service Agent with over 2 years of experience in contact centers, telesales, and administrative support, leveraging technology to streamline operations.
I have hands-on experience in inbound and outbound call handling, ticket tagging, live chat resolution, email support, and customer verification for sales processes.
I am proficient with CRM tools and productivity software including Zendesk, Salesforce, Beehive, Slack, Google Suite, Microsoft Office, and AI tools such as ChatGPT and Gemini.
I seek to contribute strong communication, organization, and teamwork skills to a fast-paced company where I can improve customer satisfaction and operational efficiency.
Experience
Work history, roles, and key accomplishments
Contact Center Executive
Sunking Kenya
May 2024 - Dec 2024 (7 months)
Handled prospecting and verification of client details, conducted inbound/outbound calls for sales approval and onboarding, and resolved customer inquiries to ensure quick approvals and satisfaction.
Customer Support Representative
Majorel Kenya Limited
Feb 2022 - Mar 2024 (2 years 1 month)
Delivered multichannel customer support via calls, chats and email, resolved issues to maintain satisfaction, collaborated with team members and coached colleagues on policies to uphold quality standards.
Education
Degrees, certifications, and relevant coursework
ALX (Virtual Assistant Program)
Professional Development Certificate, Virtual Assistance / Project Management
2024 - 2024
Completed a virtual assistant training program from September 2024 to December 2024 covering project management, data entry, research, and AI tools for virtual operations.
Generation Kenya
Professional Development Certificate, Customer Service Training
2021 - 2021
Activities and societies: Served as Class President, managed class communication channels, liaised between students and coaches, and represented 47 students.
Participated in a short course from October 2021 to December 2021 focusing on customer service delivery and leadership while serving as Class President.
Shang Tao Media Arts College
Higher National Diploma, 3D Animation & Multimedia
2013 - 2015
Completed a Higher National Diploma in 3D Animation & Multimedia from April 2013 to January 2015 with practical multimedia and animation training.
JTJomo Kenyatta University of Agriculture and Technology
Diploma, Mass Communication
2011 - 2012
Completed a Diploma in Mass Communication from March 2011 to December 2012 focused on media and communication principles.
Kanunga Boys High School
Kenya Certificate of Secondary Education, Secondary Education
2007 - 2010
Attended secondary school and completed the Kenya Certificate of Secondary Education between January 2007 and November 2010.
Availability
Location
KenyaAuthorized to work in
Job categories
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