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Ruguru User

@ruguruuser

I deliver multichannel customer support, strengthen client relationships, and resolve service issues across call center and hospitality environments.

Kenya

Message

What I'm looking for

I'm looking for a customer service or client support role where I can use multichannel communication, relationship management, and issue resolution to improve customer satisfaction and retention.

I'm currently supporting clients at Call Centre International (CCI) in Nairobi, managing onboarding and ongoing support across email, chat, and phone.

I document client interactions in CRM systems, analyze customer trends affecting retention and satisfaction, and recommend solutions aligned with client needs and revenue growth. I focus on proactive communication and timely issue resolution to maintain strong client relationships.

Previously, I delivered front desk and guest services at The Afters Diani, Swahili Beach Hotels, and Kasa Bahari Ltd. My work included check-ins, reservations, booking confirmations, guest relations, coordinating room readiness with housekeeping, and resolving service inquiries efficiently.

With a BSc in Ecotourism Hotel & Institution Management with IT, I bring customer experience, hospitality operations, and adaptable system skills to fast-paced teams.

Experience

Work history, roles, and key accomplishments

Current

Call Centre Agent

Current

Call Centre International (CCI)

Jan 2025 - Present (1 year 8 months)

Manage client onboarding and provide ongoing support via email, chat, and phone. Maintain strong client relationships through proactive communication and timely issue resolution.

Zendesk Salesforce Gorgias Slack Google Workspace Word Outlook Avaya AWS CRM Customer Support Client Onboarding Multichannel Support

Education

Degrees, certifications, and relevant coursework

Maseno University

Bachelor of Science, Ecotourism, Hotel and Institution Management with IT

2018 - 2022

Pursued a Bachelor of Science in Ecotourism, Hotel and Institution Management with IT, gaining knowledge in sustainable tourism and hospitality operations.