Shayan Maina
@shayanmaina
Customer service professional delivering high-quality support and efficient issue resolution.
KenyaWhat I'm looking for
I am a customer service professional with hands-on experience across call center, front office, and hospitality roles, delivering accurate and timely resolutions under pressure. I consistently achieve high first-contact resolution and maintain precise account records.
At my current call center role I handle 50+ calls daily, resolve over 90% of cases within SLAs, onboard and support SaaS users, and de-escalate complex situations to boost retention. Previously, as a receptionist and in hospitality, I improved customer satisfaction through tailored service, organized documentation, and effective teamwork.
I bring strong written and verbal English communication, CRM and Microsoft Office proficiency, attention to detail, and adaptability. I aim to join a customer-focused team where I can apply my problem-solving skills and continue improving customer experiences.
Experience
Work history, roles, and key accomplishments
Customer Service Agent
Call Center International
Jun 2024 - Present (1 year 10 months)
Handle 50+ customer calls daily and resolve 90%+ of cases within SLAs, provide SaaS onboarding and support, de-escalate complex issues to improve retention and ensure 100% accurate account updates.
Front Office Receptionist
Triton Properties
Apr 2022 - Apr 2024 (2 years)
Greeted and assisted 20+ customers daily, maintained 100% accurate documentation and collaborated with teams to improve customer satisfaction by 25%.
Bakery Service Assistant
Quick Mart Supermarket
Dec 2021 - Jan 2022 (1 month)
Provided customer service and complaint resolution, supported bakery production tasks, maintained food safety standards, and increased sales through effective displays and upselling.
Delivered guest service in all-day dining and fine-dining outlets, handled cash reconciliation and payments accurately, and supported outlet supply requisitions to improve performance.
Education
Degrees, certifications, and relevant coursework
NIBS Technical College
Diploma, Food and Beverage Production, Sales and Service Management
2017 - 2021
Completed a diploma in food and beverage production, sales, and service management focused on operations and customer service in hospitality.
Nembu Girls High School
Kenya Certificate of Secondary Education, General Secondary Education
2013 - 2016
Completed the Kenya Certificate of Secondary Education with coursework preparing for tertiary vocational training.
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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