I'm seeking a role where I can deliver exceptional customer experiences while working with a values-driven, growth-oriented team. I’m passionate about empathy-led service, continuous improvement, and using my BPO and counseling experience to create meaningful connections that drive results. A supportive, inclusive culture and remote flexibility are a big plus.
FKOpen to opportunities
F K
@fkimani
Customer Service Pro | 6 Yrs in BPO | Fluent English | Working Spanish
KenyaWhat I'm looking for
A dedicated customer service professional with 6 years of experience delivering empathetic, solution-oriented support. I specialize in creating seamless customer experiences through active listening, clear communication, and a calm, friendly approach.
I’m highly adaptable to remote work environments, self-motivated, and proficient with tools like [e.g., Zendesk, Freshdesk]. Whether it's troubleshooting issues, answering inquiries, or resolving complaints, I focus on making each customer feel heard and valued.
Looking to bring my energy, efficiency, and people-first mindset to a team that values outstanding service and a human touch.
Experience
Work history, roles, and key accomplishments
CGCurrent
Occupational Counsellor
CCI Global
Sep 2022 - Present (2 years 9 months)
Designed and implemented Standard
Operational Procedures to guide counseling at
the workplace.
Designed and implemented mental health
training programs for company executives,
management team and employee population.
Developed and implemented treatment plans
based on clinical experience and knowledge.
CG
Customer Service Agent
CCI Global
Feb 2022 - Sep 2022 (7 months)
Communicated with clients regarding account services, statements, and balances. Entered customer interaction details in the sales system to track requests, document problems, and record solutions offered. Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
M-Resolve product or service problems by clarifying
customer's complaint; selecting and explaining the best solution
to solve the problem; expediting correction or
adjustment; following up to ensure resolution
Managed over 80 incoming customer calls and
made upwards of 30 outbound customer call per
day
Collaborated with field agents to sell companies
product.
GPManaged large volume (exceeding120 inbound calls) of customer inquiries via telephone and email in timely fashion
Updated customer service database by accurately documenting customer all interactions after every call.
Provided customers with accurate product and service information by answering questions, clarifying procedures and handling objections.
Education
Degrees, certifications, and relevant coursework
UUUnited States International University
Bachelor of Arts, Psychology
2009 - 2014
Grade: 3.2
Graduated with a Degree in Psychology
Tech stack
Software and tools used professionally
Availability
Open to opportunities
Location
KenyaAuthorized to work in
Salary expectations
40k-120k USD
Social media
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