@johanmwendwa
Call Centre Agent at CCI Kenya who achieved 95% customer satisfaction on outbound campaigns.
KenyaAt CCI Kenya, I managed outbound calls for US outsourced campaigns and achieved a 95% customer satisfaction rating. I resolved service inquiries, maintained CRM records, and ranked among the top 10% of agents for quality assurance scores.
At KatibaInstitute, I conducted governance and constitutional research that contributed to policy briefs and advocacy reports. I also supported public education initiatives that reached over 500 community members with legal awareness programs.
Work history, roles, and key accomplishments
CCI Kenya
Jan 2024 - Jan 2025 (1 year)
Managed outbound calls for US outsourced campaigns, achieving a 95% customer satisfaction rating. Resolved complex service inquiries, reducing repeat call rates by 18%.
Katiba Institute
May 2023 - Aug 2023 (3 months)
Conducted governance and constitutional research, contributing to policy briefs and advocacy reports. Supported public education initiatives, reaching over 500 community members with legal awareness programs.
Degrees, certifications, and relevant coursework
Bachelor of Arts, Political Science with Information and Technology
2020 - 2024
Bachelor of Arts in Political Science with Information and Technology from Maseno University from 2020 to 2024.
Kenya Certificate of Secondary Education, Secondary Education
2015 - 2019
Kenya Certificate of Secondary Education from Our Lady of Assumption - Tawa Girls from 2015 to 2019.
Kenya Certificate of Primary Education, Primary Education
2007 - 2014
Kenya Certificate of Primary Education from Tala Township Primary School from 2007 to 2014.
Software and tools used professionally
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