Open to opportunities

festus lee

@festuslee

Message

Contact Centre Officer focused on customer excellence and KPI-driven service.

Kenya

Message

What I'm looking for

I’m looking for a contact center role where I can deliver first-class customer service, hit KPIs, and resolve complex issues—while using data and continuous improvement to champion innovation, operational excellence, and customer satisfaction.

I’m a Contact Centre Officer with three years of delivering exceptional customer service in high-volume, fast-paced omnichannel environments. I consistently drive operational excellence—achieving over 90% on performance KPIs, 98% schedule adherence, and over 90% customer satisfaction.

I excel in complex procedure-following, customer issue resolution, and troubleshooting—while keeping call times on target through correct hold and transfer procedures. Alongside customer support, I apply strong sales techniques (upselling and outbound call targets), maintain detailed CRM records, write performance reports, and help train new employees on customer management policies.

Experience

Work history, roles, and key accomplishments

Call Centre Service Agent

Equity Bank Limited

Dec 2021 - Nov 2024 (2 years 11 months)

Handled 110+ inbound calls for general enquiries, following customer service scripts and logging complaints/inquiries in CRM. Achieved 90%+ customer satisfaction, 98% schedule adherence, and 90%+ performance KPIs while resolving product sales and service issues.

Inbound Calls CRM Data Entry Customer Complaint Management performance reporting Product Knowledge

Relationship Officer

Equity Bank Limited

Jan 2017 - Jan 2021 (4 years)

Managed customer-focused sales and relationship activities, strengthening brand awareness and handling day-to-day office duties. Promoted digital banking options (eazzy 24/7 and related platforms) and credit products while producing reports and handling dynamic customer needs.

Customer Relationship Management Brand Awareness Report Writing MS Word MS Excel Credit Products

Enumerator

Kenya National Bureau of Statistics

Aug 2019 - Aug 2019 (0 months)

Conducted census-style field interviews by encouraging household participation and explaining required procedures. Recorded daily field outcomes and coordinated follow-ups for non-responsive households.

Data Gathering Participant Engagement Unsocial Hours Availability