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F KFK
Looking for a job

F K

@fkimani

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

CCI Global- Kenya logoCK

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.

Greenlight Planet logoGP

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.

Education

Degrees, certifications, and relevant coursework

United States International University logoUU

United States International University

Bachelor of Arts, Psychology

2009 - 2014

Grade: 3.2

Graduated with a Degree in Psychology

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F K - Occupational Counsellor - CCI Global- Kenya | Himalayas