Jerry Burton
@jerryburton
I improve customer retention, resolve complex cases, and lead high-volume client support.
KenyaWhat I'm looking for
At Zoom Broadbands, I lead 10 customer service representatives and brand ambassadors, improving customer retention by 30%, first-contact resolution by 26%, and complaint turnaround time by 36%.
I've supported 450–700+ customer portfolios across Sendwave and Co-operative Bank of Kenya, resolving high-volume transaction and account cases while maintaining compliance, accurate records, and customer satisfaction above 93%.
Experience
Work history, roles, and key accomplishments
Customer Service Supervisor
Zoom Broadbands
Aug 2023 - Present (3 years 2 months)
Lead a team of 10 Customer Service Representatives and Brand Ambassadors, ensuring timely and accurate handling of customer inquiries and escalations. Improved customer retention by 30% and first-contact resolution by 26% through proactive engagement and service improvements.
Managed a portfolio of 700+ active customers and supported monthly transactions of USD 1.2M. Investigated and resolved 250+ customer cases monthly while maintaining 93% customer satisfaction and 100% compliance with KYC and AML procedures.
Handled 70–100 customer interactions daily via phone, email, and chat, resolving inquiries and supporting transaction journeys. Onboarded and trained 40 new hires and maintained 98.5% compliance with company policies.
Service Desk Officer
Co-operative Bank of Kenya
May 2020 - Jun 2022 (2 years 1 month)
Provided frontline support to 450+ retail clients, handling account inquiries and transactions. Supported KES 13M+ in monthly transactions, cross-sold banking products, and maintained zero cash variances.
Education
Degrees, certifications, and relevant coursework
University of Nairobi
Bachelor of Science, Science
2012 - 2016
Grade: Second Class Honors
Bachelor of Science degree from the University of Nairobi, completed with Second Class Honors.
Kanga High School
Kenya Certificate of Secondary Education, General Studies
2007 - 2010
Grade: B+
Kenya Certificate of Secondary Education with a grade of B+.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Salary expectations
Job categories
Skills
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