Open to opportunities

Kellen Njagi

@kellennjagi

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Dedicated customer service professional with expertise in team leadership.

Kenya

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What I'm looking for

I am looking for a role in a dynamic organization that values customer service excellence and offers opportunities for professional growth.

I am a dedicated and results-oriented professional with extensive expertise in customer relations, team leadership, and call center operations. Throughout my career, I have proven my ability to resolve complex issues and deliver exceptional customer experiences. My focus on implementing strategies that enhance team performance and operational efficiency has consistently yielded positive results. I am skilled in training and development, optimizing processes, and fostering a customer-centric culture.

In my most recent role as a Customer Service Executive at Synchronized Technologies, I achieved a remarkable 97% resolution rate within SLA by enhancing customer satisfaction and addressing complex technical challenges. My previous experience at Nikki Beach Resort & Spa and The H Dubai has equipped me with a strong foundation in revenue management and operations, where I successfully optimized revenue streams and improved service delivery. I am now seeking to bring my strong leadership and customer service expertise to a dynamic, client-focused organization.

Experience

Work history, roles, and key accomplishments

Customer Service Executive

Synchronized Technologies

Feb 2022 - Sep 2023 (1 year 7 months)

Enhanced customer satisfaction by resolving inquiries and providing technical solutions, achieving a 97% resolution rate within SLA. Documented interactions in a CRM system and improved first-contact resolution rates through targeted training.

Customer Service Technical Support CRM Systems Problem Solving Training SLA Management Performance Metrics Communication Skills

English Tutor

Home Tutor for Learners

Nov 2020 - Nov 2021 (1 year)

Designed customized lesson plans for learners aged 6-11, focusing on grammar and vocabulary. Provided virtual instruction and monitored student progress through assessments and feedback.

Lesson planning Instructing Assessments Grammar Communication Skills

Revenue & Operations Agent

Nikki Beach Resort & Spa

Dec 2018 - Mar 2020 (1 year 3 months)

Optimized revenue streams by up-selling services and analyzing performance metrics. Managed reservations using property management systems and streamlined communication across departments for guest preferences.

Revenue Management Property Management Systems Data Analysis Upselling Communication Skills Strategic Planning Performance Metrics

Senior Telecommunication Coordinator

Nikki Beach Resort & Spa

Nov 2016 - Dec 2018 (2 years 1 month)

Reduced guest complaints by 50% through the implementation of Avaya phones and improved call handling efficiency. Guided team members and managed payroll preparation to enhance operational productivity.

Telecommunications Team Leadership Payroll Management Process Improvement Staff Training Communication Skills

Call Centre Coordinator

The H Dubai

Oct 2012 - Aug 2016 (3 years 10 months)

Supervised call centre staff and implemented training programs to enhance service delivery. Revised processes to reduce costs and supported VIP guest programs by ensuring adherence to service standards.

Training Service Delivery Performance Reviews

Education

Degrees, certifications, and relevant coursework

University of Nairobi

Post Graduate Diploma, Project Management

Currently pursuing a Post Graduate Diploma in Project Management, focusing on advanced project management techniques and methodologies to enhance project delivery and efficiency.

Moi University

Bachelor of Arts, Anthropology

Completed a Bachelor of Arts in Anthropology, studying human societies, cultures, and their development, with a focus on social structures and cultural practices.