Ryan Gathari
@ryangathari
Bilingual customer service and sales professional with proven upselling and CRM expertise.
KenyaWhat I'm looking for
I am a bilingual customer service and sales professional fluent in English, Spanish, and Swahili, with over 1.5 years of experience in high-volume call centers delivering award-winning remote support. I consistently achieve high CSAT scores and convert service interactions into sales to boost average order value.
At BELK I handled 80+ daily bilingual interactions across calls, email, and live chat, maintained 90%+ CSAT, used Salesforce and HubSpot to improve data accuracy and follow-up processes, and earned "Best Agent Overall" and "Best Spanish Retention Agent" awards. I also freelanced as a Spanish tutor, coaching learners to measurable proficiency improvements.
I hold a Diploma in Business Information Technology, relevant HubSpot certification, and strong skills in CRM systems, conflict resolution, and multitasking in fast-paced environments. I bring empathy, process-focused improvements, and a track record of exceeding KPIs to customer-facing roles.
Experience
Work history, roles, and key accomplishments
Inbound Sales & Customer Service Rep
Belk
Oct 2024 - Present (1 year 8 months)
Handled 80+ daily bilingual interactions across calls, email, and chat for a global retail brand, maintaining 90%+ CSAT and converting inquiries to upsells that increased average order value by 15%. Awarded Best Agent Overall and Best Spanish Retention Agent for outstanding performance.
Spanish Tutor (Freelance)
Freelance
Jan 2023 - Dec 2023 (11 months)
Delivered 1:1 beginner and intermediate Spanish lessons focusing on grammar and conversation, coaching a student to an 8/10 proficiency exam score through personalized lesson plans.
Education
Degrees, certifications, and relevant coursework
University of Africa - Kenya
Diploma, Business Information Technology
Diploma in Business Information Technology and Management completed in 2025.
Nova Pioneer - Kenya
Kenya Certificate of Secondary Education, Secondary Education
2017 - 2021
Completed the Kenya Certificate of Secondary Education between 2017 and 2021.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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