Michael Oyugi
@michaeloyugi
I improve customer experiences, retention, and revenue through multichannel support.
KenyaWhat I'm looking for
I've delivered high-volume customer support and sales outcomes for Dreamport, Kilimall International, Platinum Credit, and SkilledUp.Life. At Dreamport, I handle 50+ daily travel interactions across phone, chat, and email while maintaining 95%+ CSAT, 90% first-contact resolution, and SLA compliance.
At Kilimall, I managed 100+ daily e-commerce inquiries and improved customer satisfaction by 20% within six months through proactive communication and resolution strategies. I also reduced first-response time by 50% through workflow optimisation and ticketing-system use.
My work combines customer-first service with consultative sales, retention outreach, escalation management, and accurate CRM records. I have identified upsell opportunities such as travel protection and helped save $12K in revenue by rebooking stranded clients during a major service outage.
I'm comfortable supporting customers across phone, email, and chat in fast-paced, target-driven environments.
Experience
Work history, roles, and key accomplishments
Travel Consultant – Customer Support & Sales
Dreamport
Mar 2026 - Present (5 months)
Handles 50+ customer interactions daily across phone, chat, and email for flight bookings, itinerary changes, and travel disruptions. Achieves 95%+ CSAT and 90% First Contact Resolution rate while meeting all SLA targets.
Customer Support Specialist
Kilimall International Ltd
May 2019 - Dec 2025 (6 years 7 months)
Managed 100+ daily multichannel inquiries, consistently meeting SLA and KPI targets in a high-volume e-commerce environment. Drove a 20% improvement in customer satisfaction and reduced first-response time by 50%.
Customer Support Volunteer
SkilledUp.Life
Jul 2024 - Nov 2024 (4 months)
Responded to 100+ weekly inquiries via chat, maintaining high engagement and satisfaction rates. Supported volunteer onboarding and conducted proactive follow-ups to improve platform engagement.
Call Centre Agent
Platinum Credit Ltd
Apr 2015 - Feb 2019 (3 years 10 months)
Managed 100+ daily inbound and outbound calls, reducing account issues by 25% through effective resolution and follow-up. Supported 50+ clients daily, contributing to 70% new account growth through consultative sales.
Education
Degrees, certifications, and relevant coursework
Kenyatta University
Bachelor of Arts, Library and Information Science
Pursued a Bachelor of Arts in Library and Information Science.
European Business University
Certificate, Customer Relations Management
Completed a Certificate in Customer Relations Management.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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