Ryan Gakarier
@ryangakarier
I am a customer service professional driving retention and satisfaction.
KenyaWhat I'm looking for
I am a focused customer service professional with strong experience in call centre and retail operations, committed to delivering high service standards and solving customer problems efficiently.
At Barclays I responded to 120+ phone calls, greeted over 1300 clients, and achieved an 85% retention rate of first-time callers; I also increased satisfaction rating from 2.5 to 4.8 stars and created a webform that reduced turnaround times by 30%.
Previously at Verizon Wireless I sustained a 95%+ customer satisfaction rating, resolved 93% of incoming requests, persuaded 80% of cancelling customers to continue service, and was awarded Employee of the Month three times and a Service Excellence Award.
I hold a Bachelor's Degree in Business and Administration (University of the People) and certifications including CCXP and CSR; I work confidently with Freshdesk, Salesforce, Jira Service Desk and Zendesk, and I am fluent in English and Swahili.
Experience
Work history, roles, and key accomplishments
BACustomer Advisor
Barclays
Jan 2023 - Present (2 years 7 months)
Served as first point of contact, handling 120+ calls daily and greeting 1,300+ clients, driving an 85% first-call retention rate and increasing satisfaction from 2.5 to 4.8 stars. Spearheaded a university cross-selling campaign that increased uptake by 15% and created a webform reducing complaint turnaround time by 30%.
VWCustomer Service Representative
Verizon Wireless
Achieved a 95%+ average customer satisfaction over three years and resolved 93% of incoming requests, persuading 80% of cancelling customers to retain services. Recognized with multiple Employee of the Month awards and a Service Excellence Award for retaining 90% of at-risk customers.
Education
Degrees, certifications, and relevant coursework
Customer Service Representative (CSR) Certification
Customer Service Representative (CSR) Certification, Customer Service
Completed Customer Service Representative (CSR) certification in August 2021.
UDUC Davis
Certificate, Sensory Techniques for Wine Analysis
Completed a certificate in Sensory Techniques for Wine Analysis at UC Davis in November 2020.
ARKNET Computer College
Certificate in Computer Applications Packages, Computer Applications
Completed a certificate in computer applications packages at ARKNET Computer College in March 2014.
Amboseli Institute
Training Certificate, Food Production and Customer Care
Completed food production and customer care training at Amboseli Institute.
First Aid & CPR Certification
Certification, First Aid & CPR
Certified in First Aid and CPR.
UPUniversity of the People
Bachelor of Business Administration, Business Administration
Bachelor of Business Administration completed at University of the People in January 2025.
Institute of Hospitality and Technology
Diploma in Hospitality Management, Hospitality Management
Diploma in Hospitality Management completed at the Institute of Hospitality and Technology in August 2024.
CACustomer Experience Professionals Association
Certified Customer Experience Professional (CCXP), Customer Experience
Earned the Certified Customer Experience Professional (CCXP) credential in August 2021.
Football Certificate & Young Farmers Club Leadership
Certificate, Leadership and Sports
Awarded a football participation certificate and leadership recognition with the Young Farmers Club.
YUYonsei University
Certificate, International Hospitality and Healthcare Service Marketing
Completed a certificate in International Hospitality and Healthcare Service Marketing at Yonsei University in February 2021.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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