Kevin Khaniri
@kevinkhaniri
Customer care and ICT professional driving retention, sales, and technical support.
KenyaWhat I'm looking for
I am a dedicated customer care and ICT professional with over six years of combined experience in customer service, sales, and IT support, delivering measurable improvements in satisfaction, retention, and operational efficiency.
Throughout my career I have handled high call volumes, resolved complex client issues, implemented IT upgrades for 300+ users, and driven sales growth—exceeding quarterly targets by 35% and contributing to revenue increases up to 15–40% through upselling and client retention initiatives.
I bring strong CRM experience (Zendesk, Salesforce, HubSpot, Zoho), credit management and recovery skills, and a hands-on technical background in helpdesk support and systems administration, all grounded in a customer-centric approach and a track record of top performance awards.
Experience
Work history, roles, and key accomplishments
Business Developer & Field Recovery Officer
Nimble Group Kenya
Dec 2023 - Present (2 years)
Sourced new business and grew customer base by 20%, exceeded quarterly sales targets by 35%, and recovered Ksh 8,000,000 in outstanding debts while improving portfolio health and reducing NPLs.
Outbound Sales Representative
Nimble Group Kenya
Oct 2022 - Dec 2023 (1 year 2 months)
Conducted cold calling and lead generation, managed sales pipeline and CRM activities, and closed deals through negotiation and upselling to meet targets.
ICT Support Officer
Collection Africa Company Limited
Jan 2021 - Dec 2022 (1 year 11 months)
Delivered first-line ICT support resolving 95% of tickets within SLA, led an ERP upgrade for 300+ users and reduced IT downtime by 35% through proactive maintenance.
Customer Care Representative
Collection Africa Company Limited
Jan 2019 - Dec 2020 (1 year 11 months)
Handled 50+ daily customer interactions across phone, email, and chat achieving a 95% satisfaction rating and improved first-contact resolution by 30%, contributing to a 15% increase in upsell revenue and 10% churn reduction.
Education
Degrees, certifications, and relevant coursework
KMKenya Institute of Management
Diploma, Business Administration and Communication
2024 -
Enrolled in a Diploma in Business Administration and Communication at the Kenya Institute of Management, focusing on business administration and communication skills.
NIBS College Nairobi
Diploma, Credit Management
2021 - 2023
Completed a Diploma in Credit Management covering credit risk assessment, debt collection, and financial analysis.
East Africa Institute of Certified Studies
Diploma, Information Communication and Technology
2016 - 2019
Earned a Diploma in Information Communication and Technology with emphasis on ICT support, networking, and cybersecurity.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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