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@fkimani

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Customer Support & Sales Specialist | CRM Tools: Salesforce, Zendesk | 90%+ CSAT & FCR

Kenya

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What I'm looking for

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.

Customer Service and Sales Specialist with 8+ years of experience in high-volume BPO, appointment setting, and inbound/outbound sales. Skilled in Salesforce, Zendesk,Freshdesk, and Google Workspace. Consistently maintains 90%+ CSAT and 80%+ FCR scores, while building strong client relationships. Passionate about delivering empathetic, results-driven support that drives both customer satisfaction and revenue growth.

Experience

Work history, roles, and key accomplishments

Occupational Counsellor

CCI Global- Kenya

Sep 2022 - Jul 2025 (2 years 10 months)

•Developed and implemented Standard Operational Procedures for workplace
counseling, increasing efficiency by 80%.
•Designed mental health training programs for 50+ executives and 250 employees,
enhancing workplace well-being.
•Provided crisis intervention services, successfully stabilizing 95% of clients in
distress.

Project Management PowerPoint Power BI Reporting Communication Skills Presentation Skills Problem Solving Excel Excel Google Sheet Training And Development Training

Customer Service Agent

CCI Global-Kenya

Feb 2022 - Sep 2022 (7 months)

Delivered high-quality customer support to 100+ clients daily, achieving a 98%
satisfaction rating.
•Resolved 90% of customer inquiries on the first call, maintaining SLA standards.

Zoho Zendesk Salesforce CRM Customer Service Problem Solving Communication Salesforce Call Center Operations Customer Support Conflict Resolution

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Customer Service Representative

M-KOPA

Jun 2021 - Dec 2021 (6 months)

Managed 120+ inbound and 60+ outbound B2C calls daily via Zendesk, resolving 85% of issues within SLA.

Supported client onboarding and collaborated with field agents, boosting sales by 20% through tailored solutions.

Freshdesk Freshworks Communication Skills Customer Service Customer Experience Customer Support Analytical Skills Problem Solving

Customer Service Representative

Greenlight Planet

Jan 2018 - Dec 2019 (1 year 11 months)

•Handled 120+ inbound calls daily, resolving 90% of inquiries on the first
interaction.
•Achieved up to 70% conversion on warm and repeat customer leads and
consistently exceeded sales targets through rapport building and tailored product
recommendations.
•Increased sales by 30% through persuasive communication and effective
objection handling.