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kennedy kihara

@kennedykihara2

I resolve high-volume customer issues across chat, email, and phone.

I'm currently resolving 80+ customer inquiries each day at CIC through live chat, email, and phone while maintaining a 96% CSAT score.

I collaborate with the product team to address recurring system bugs and improve the customer experience.

Previously at Assorted Store, I handled high-volume inbound calls for billing issues and account troubleshooting, achieving a 90% First Contact Resolution rate.

I bring 3+ years of omni-channel support experience, using empathy, active listening, conflict resolution, and de-escalation to help customers efficiently.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Support Specialist

Current

CIC

Jan 2025 - Present (1 year 9 months)

Resolved 80+ daily customer inquiries via live chat, email, and phone, maintaining a 96% Customer Satisfaction (CSAT) score. Collaborated with the product team to resolve recurring system bugs.

Live Chat Email Support Phone Support Customer Satisfaction Problem Solving Collaboration

Customer Service Associate

Assorted Store

Jan 2022 - Dec 2024 (2 years 11 months)

Handled high-volume inbound calls regarding billing issues and account troubleshooting. Achieved a 90% First Contact Resolution (FCR) rate through efficient problem-solving and deep product knowledge.

Inbound Calls Billing Account Troubleshooting First Contact Resolutions Problem Solving Product Knowledge