Open to opportunities

Kevin Thiongo

@kevinthiongo

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Customer Experience Specialist & IELTS/TOEFL Coach – Driving results in remote environments

Kenya

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What I'm looking for

I am seeking remote opportunities where I can apply my expertise in customer service and online teaching to deliver measurable impact. I’m interested in roles involving customer support, CRM optimization, and IELTS/TOEFL coaching, with a focus on improving satisfaction, efficiency, and learner success.

I am a customer experience specialist and online English coach with 9 years of service industry expertise and over 6 years in customer-facing roles. My career highlights include transforming customer service operations at Tarko Shell Local Eatery, where I boosted satisfaction scores by 15%, improved first-call resolution rates by 20%, and introduced CRM tools that achieved 98% transaction accuracy. As an IELTS and TOEFL speaking coach, I’ve delivered 300+ hours of personalized lessons with a 95% satisfaction rate, helping learners worldwide build confidence and fluency. I am passionate about customer service excellence, online education, and operational efficiency, and I thrive in remote environments where measurable impact and human connection matter most.

Experience

Work history, roles, and key accomplishments

Current

IELTS and TOEFL Speaking Teacher

Current

Online

Sep 2023 - Present (2 years 7 months)

Experienced IELTS and TOEFL Speaking Teacher with over 300 hours of online instruction, specializing in helping Chinese students achieve their language goals. I have successfully guided more than 10 students, using mock tests, targeted assignments, and detailed feedback aligned with IELTS and TOEFL guidelines.

IELTS Preparation Feedback

Customer Service Personnel

Tarko Shell Local Eatery

Jan 2018 - Sep 2023 (5 years 8 months)

Provided exceptional customer service by taking food orders, handling cash transactions, and maintaining a clean work environment. Achieved a high resolution rate for customer complaints and contributed to an increase in sales revenue through effective communication.

Customer Service Sales Support

Communication and Data Intern

Kenya Medical Research Institute (KEMRI/CRDR)

Jun 2017 - Nov 2017 (5 months)

Managed social media accounts and conducted extensive research on business needs and marketing strategies. Assisted in public relations campaigns and documented customer communication, ensuring compliance with GDPR guidelines.

Social Media Management Public Relations Data Analysis Research Customer Engagement

Project Coordinator

Grand Loftiers Youth Group

Mar 2013 - Jan 2014 (10 months)

Developed quality assurance controls and maintained project schedules. Managed work streams for various projects, ensuring adherence to budgets and improving team member productivity through effective communication.

Project Management Quality Assurance Budget Management Team Coordination Communication Skills

Education

Degrees, certifications, and relevant coursework

Mount Kenya University

Bachelor of Arts, Mass Media and Communication

2014 - 2017

Studied Mass Media and Communication with a focus on Electronic Option, gaining skills in media production, communication strategies, and audience engagement.