Jim Wes
@jimwes
Customer care professional transitioning into IT support and cybersecurity.
KenyaWhat I'm looking for
I am a customer care professional with over nine years of progressive experience in high-volume call center environments, now transitioning into IT support and cybersecurity.
I have a strong record of maintaining CSAT above 90%, improving NPS, delivering first-call resolution, and managing inbound, outbound, and multichannel customer interactions with professionalism and reliability.
Formally trained in cybersecurity fundamentals, I bring experience in troubleshooting, ticket handling, incident reporting, secure data management, and adherence to data protection and privacy practices aligned with compliance expectations.
I collaborate effectively with team leaders and quality teams to improve processes, documentation accuracy, and collections effectiveness while pursuing continual growth in IT support and cybersecurity roles.
Experience
Work history, roles, and key accomplishments
Customer Care Representative
CCI Kenya Limited
Feb 2015 - Oct 2024 (9 years 8 months)
Manage high-volume inbound/outbound and multichannel customer interactions for billing and account issues, maintaining CSAT above 90% and achieving high first-call resolution to reduce repeat contacts.
Customer Care Representative
Kune Food Lab
Nov 2021 - Jun 2022 (7 months)
Handled inbound/outbound, chat, WhatsApp and SMS support to improve answer rates and NPS, closed tickets within SLA and resolved complaints on first contact when possible.
Customer Care Representative
CCI Kenya Limited
Feb 2015 - Oct 2021 (6 years 8 months)
Provided inbound support for billing, product and service inquiries, activated accounts and executed retention outbound campaigns to recover revenues and reduce churn.
Messenger
Orivam Agencies
Mar 2013 - Nov 2014 (1 year 8 months)
Delivered documents and packages using planned routes, maintained delivery records and recipient confirmations to support timely operations.
Messenger
Cynorte Designs Limited
Jan 2012 - Mar 2013 (1 year 2 months)
Coordinated printing and timely delivery of documents, supported marketing projects through tracking, reporting, and archiving.
Education
Degrees, certifications, and relevant coursework
Institute of Software Technologies
Diploma in Cyber Security, Cyber Security
2024 - 2025
Diploma in Cyber Security completed at the Institute of Software Technologies from Feb 2024 to Feb 2025 focused on cybersecurity fundamentals and secure data management.
Institute of Software Technologies
Certificate in Cyber Security, Cyber Security
2023 - 2024
Certificate in Cyber Security at the Institute of Software Technologies from Sep 2023 to Jan 2024 covering foundational cybersecurity topics.
Music Technology Academy
Certificate in Music / Audio Production, Music / Audio Production
2016 - 2017
Music / Audio Production program at Music Technology Academy completed 2016–2017 focused on music production and audio engineering fundamentals.
Institute of Advanced Technology
International Computer Driving Licence, Information Technology
2015 - 2016
International Computer Driving Licence (ICDL) program at the Institute of Advanced Technology completed 2015–2016, covering essential computer and office software skills.
Mbagathi View Academy
Kenya Certificate of Secondary Education (KCSE), Secondary Education
2007 - 2011
Kenya Certificate of Secondary Education (KCSE) obtained at Mbagathi View Academy covering secondary education curriculum from 2007 to 2011.
Peace Junior Academy
Kenya Certificate of Primary Education (KCPE), Primary Education
1998 - 2006
Kenya Certificate of Primary Education (KCPE) completed at Peace Junior Academy from 1998 to 2006.
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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