Open to opportunities

Kenneth Anyango

@kennethanyango

Customer Experience & Administrative Support Specialist delivering high-volume omni-channel support and rapid issue resolution.

Kenya

Message

What I'm looking for

I’m open to part-time and flexible remote schedules. I want a fast-paced team where I can handle omni-channel customer support, own escalations end-to-end, maintain high CSAT, and continuously improve processes while staying KPI-driven.

I’m a Customer Experience & Administrative Support Specialist with 5+ years of experience delivering Omni-channel support (phone, email, chat, and social media) in high-volume environments. I resolve customer issues quickly, manage multiple conversations at once, and consistently aim to deliver positive customer experiences.

In my current role, I manage high-volume client communication workflows (50+ daily interactions) across email and chat while maintaining accuracy and timely follow-ups. I’ve maintained a 90%+ customer satisfaction score, focus on first-contact resolution, and use CRM systems to track and update customer interactions efficiently. I adapt quickly to product updates and new workflows and I’m ready to learn similar tools beyond Clarity.

I also provide “Escalation Support (Tier 2 / Senior Support)” for complex, high-priority issues—drafting empathetic responses, de-escalating sensitive situations, and performing advanced troubleshooting to identify root causes. I’m dependable and process-oriented, and I’ve reduced repeat contacts by 70% through clear ownership of escalated tickets and transparent customer updates. I’ve also worked as a Team Leader and Sales Agent, which strengthened my communication, KPI focus, and service-first mindset.

Experience

Work history, roles, and key accomplishments

Current

Call Center Representative

Current

CCI Kenya

Jan 2024 - Present (2 years 5 months)

Handled high-volume client communication across email and chat (50+ daily interactions) while maintaining accurate, timely follow-ups and achieving 90%+ customer satisfaction. Resolved customer inquiries and complaints with strong first-contact resolution and adapted quickly to product updates and new workflows.

Live Chat Support Email Support Customer Satisfaction Workflows Escalation Handling First Contact Resolutions Multitasking Complaint Resolution

Call Center Representative

Calltronix Ltd

May 2021 - Jan 2024 (2 years 8 months)

Managed high-volume inbound communications across calls and followed up via email/chat while maintaining accuracy and timely responses. Demonstrated strong multitasking by handling calls alongside system updates and follow-ups, contributing to strong CSAT performance.

Inbound Customer Support Call Handling CSAT Multitasking Communication

Call Center Representative

Horizon Contact Center

Dec 2020 - May 2021 (5 months)

Conducted outbound calls to follow up on customer issues and improve retention by addressing concerns before cancellations. Built customer relationships through empathy and active listening while applying problem-solving to reduce churn.

Outbound Calling Customer Retention Complaint Resolution Active Listening Problem Solving Cancellations Customer Relationship Management Communication

Call Center Team Leader

Jubilee Insurance

Dec 2019 - Jul 2020 (7 months)

Supervised team operations to ensure performance targets were met, motivating staff during peak periods. Monitored KPIs and provided feedback to improve productivity and service quality.

Team Leadership KPIs Performance Management Customer Service Quality Communication

Sales Agent

Jubilee Insurance

Apr 2014 - Dec 2019 (5 years 8 months)

Built and maintained long-term client relationships and consistently exceeded sales targets by 30%+. Assisted customers with claims and documentation to ensure smooth service delivery.

Sales Target Achievement Client Relationship Management Claims Support Upselling Cross selling Problem Solving Service Delivery