Open to opportunities

Mike Mwangi

@mikemwangi

Message

Customer service and telesales agent skilled in high-volume BPO support and sales conversion.

Kenya

Message

What I'm looking for

I seek a customer-facing role in a collaborative, KPI-driven environment where I can resolve complex issues, drive conversions, and grow in support or sales.

I am a dependable customer service and telesales professional with hands-on experience supporting US-based clients across calls, email, and chat. I specialize in resolving payment, shipping, order and account issues, and have driven strong KPI performance and high conversion rates working day and night shifts.

With sales experience in insurance and financing products and internship exposure in HR & admin, I combine persuasive communication, objection handling, and CRM proficiency to improve customer satisfaction and revenue. I am seeking to leverage my customer support and sales expertise to contribute as a Customer Service Agent.

Experience

Work history, roles, and key accomplishments

Current

Contact Center Agent

Current

CCI Kenya

Nov 2023 - Present (1 year 10 months)

Provide high-volume customer support for US-based clients (Grubhub, Whatnot), resolving payment, shipping, bidding, and account issues while exceeding KPIs and maintaining quality standards.

Customer Support Phone Support Account Management

Sales Representative

Platinum Credit

Nov 2022 - Oct 2023 (11 months)

Executed targeted outreach and in-field sales for car insurance, logbook financing, and valuation services, maintaining CRM records and achieving consistent conversions in a fast-paced retail environment.

Sales Cold Calling CRM Product Presentations Lead Qualification Client Relationship Management Data Protection

HR & Admin Assistant

Amica Savings and Credit

May 2019 - Jul 2019 (2 months)

Supported HR and administrative functions including recruitment coordination, onboarding, record-keeping, minute taking, and general office administration during a mandatory university internship.

Recruitment coordination Onboarding Record keeping Office Administration Minute Taking Google Workspace Report Preparation Customer Service

Education

Degrees, certifications, and relevant coursework

Co-operative University of Kenya

Bachelor of Commerce, Commerce

2016 - 2022

Bachelor of Commerce degree completed with coursework in organizational culture, operations research, reward management, risk management, client relationships, and digital marketing.