Looking for a job

Jerry Burton

@jerryburton

Message

I improve customer retention, resolve complex cases, and lead high-volume client support.

Kenya

Message

What I'm looking for

I'm looking to leverage my customer service, problem-solving, operational coordination, and compliance experience in a Client Support Specialist role focused on reliable service, complex issue resolution, and customer experience improvement.

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

Current

Customer Service Supervisor

Current

Zoom Broadbands

Aug 2023 - Present (3 years 1 month)

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.

Team Leadership Customer Service Issue Resolution Reporting Training Stakeholder Coordination CRM Systems

Customer Service Specialist II

Sendwave

Nov 2022 - Jun 2023 (7 months)

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.

Customer Service Fraud Investigation KYC AML Compliance Case Management Digital Products CRM Systems Zendesk Slack

Customer Service Representative I

Sendwave

Aug 2021 - Nov 2022 (1 year 3 months)

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.

Customer Service Training Risk Management Compliance CRM Systems Zendesk Slack

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.

Customer Service Banking Operations Transaction Processing Cash Reconciliation Cross Selling Digital Banking Compliance