janet otieno
@janetotieno
Customer-focused call center professional skilled in technical support and administrative operations.
KenyaWhat I'm looking for
I am an experienced and adaptable customer service professional with a background across call center agent, customer service advisor, systems administration, and administrative support roles. I consistently deliver exceptional customer care, manage high call volumes, and resolve complex issues while maintaining professional composure.
My training includes certificates in Food and Beverage Production and Computer Studies, and I am proficient in Microsoft Office Suite, documentation, and data entry. I have a track record of improving first-call resolution, streamlining processes like debt recovery, and maintaining high service quality during peak periods.
I am recognized for strong communication, active listening, time management, and attention to detail, and I bring a collaborative mindset aimed at enhancing team performance and customer satisfaction.
Experience
Work history, roles, and key accomplishments
Call Centre Agent
Call Centre International (CCI)
Aug 2023 - Jul 2025 (1 year 11 months)
Handled high-volume and escalated customer calls, resolving complex issues and improving first-call resolution while maintaining service-level and productivity targets.
Customer Service Advisor
Concentrix Corporation
Feb 2022 - May 2023 (1 year 3 months)
Provided customer support for Korean Air, improving satisfaction and first-call resolution by resolving inquiries promptly and contributing to team performance improvements.
Call Center Representative
Call Centre International (CCI)
Jun 2019 - Jan 2022 (2 years 7 months)
Managed high call volumes and collections calls, recovered outstanding debts through negotiation, and improved customer satisfaction through timely issue resolution.
Education
Degrees, certifications, and relevant coursework
Kenya Institute Of Professional Studies
Certificate, Food and Beverage Production
2017 - 2018
Grade: Outstanding
Completed a Certificate in Food and Beverage Production with an Outstanding result between April 2017 and July 2018.
Zearstech College
Certificate, Computer Studies
2014 - 2014
Completed a Certificate in Computer Studies in February–April 2014 focusing on computer proficiency and customer complaint resolution.
Murang'a Road Secondary School
Kenya Certificate of Secondary Education, Secondary Education
2009 - 2013
Attained the Kenya Certificate of Secondary Education between 2009 and 2013 with coursework including Microsoft Office Suite proficiency.
Zawadi Primary School
Kenya Certificate of Primary Education, Primary Education
2001 - 2008
Completed the Kenya Certificate of Primary Education from 2001 to 2008.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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