Open to opportunities

Shayan Maina

@shayanmaina

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Customer service professional skilled in call center support, reception, and conflict resolution.

Kenya

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What I'm looking for

I seek a customer-facing role where I can use my call center, reception, and CRM skills to improve customer satisfaction and grow professionally.

I am a dedicated customer service professional with hands-on experience as a call center agent and front office receptionist, adept at handling high call volumes, de-escalating complex situations, and delivering personalized solutions that boost retention and satisfaction. I consistently update and maintain customer accounts, troubleshoot systems, and guide callers through processes while preserving accuracy and confidentiality.

I have a background in hospitality and retail support, improving customer satisfaction through teamwork, upselling, and process improvements that increased satisfaction by 25% at Triton Properties. I hold a diploma in food and beverage production sales and service management and an AI Marketing certificate, and I seek roles where I can apply my strong communication, organization, and CRM skills to enhance customer experiences.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Agent

Current

Call Center International

Jun 2024 - Present (1 year 4 months)

Handle 50+ inbound customer calls daily, de-escalating complex situations and resolving billing and account issues to improve retention and customer satisfaction.

Customer Service CRM Systems Troubleshooting Active Listening Time Management

Front Office Receptionist

Triton Properties

Apr 2022 - Apr 2024 (2 years)

Greeted and assisted 20+ customers daily, managed accurate documentation and collaborated with teams to improve customer satisfaction by 25%.

Front Desk Operations Customer Service Data Entry File Management Team Collaboration Organizational Skills Conflict Resolution Attention To Detail

Bakery Service Assistant

Quick Mart Supermarket

Dec 2021 - Jan 2022 (1 month)

Provided customer service and upselling in the bakery, maintained food safety standards, and supported production to increase sales through effective displays.

Customer Service Upselling Merchandising

Waitress

Park Inn by Radisson

May 2021 - Aug 2021 (3 months)

Delivered guest service across all-day dining and fine dining outlets, handled cash reconciliations, and supported outlet supply requisitions to improve operations.

Guest Service Cash Handling Multitasking Reconciliations Service standards