Syd99 User
@syd99user
Customer service team leader specializing in high-volume call centers and delivering exceptional customer experiences.
KenyaWhat I'm looking for
I am a results-oriented customer service professional with a degree in Business Information Technology and extensive experience in high-volume inbound/outbound contact centers. I have worked on international events and airline support, handling bookings, upsell, and complex customer inquiries.
As a Team Leader, I coached and managed teams to meet strict KPIs (call handling, email, chat, CSAT, QA), liaised across departments, and maintained ownership of customer complaints until resolution. I proactively maintained product and process knowledge to ensure a positive customer journey.
I bring strong Microsoft Office proficiency, adaptability, and a focus on building sustainable customer relationships; I seek roles where I can drive service excellence and help teams exceed performance targets.
Experience
Work history, roles, and key accomplishments
Team Leader Customer Service
CCI Kenya
Mar 2023 - Apr 2025 (2 years 1 month)
Led a customer service team handling high-volume phone, email and chat contacts, drove KPI achievement (call handling, CSAT, QA) and coordinated cross-departmental issue resolution to improve customer experience.
Call Center Operator
G4S Qatar
Jan 2022 - Dec 2023 (1 year 11 months)
Managed inbound and outbound customer calls during FIFA World Cup for Qatar Airways, assisted with flight and hotel bookings, and maintained comprehensive call records to ensure accurate customer support.
Education
Degrees, certifications, and relevant coursework
Mindcluster Institute
Certificate, People Management
2023 - 2023
Completed a People Management certificate at Mindcluster Institute in 2023.
SNSt. Paul's University, Nairobi
Bachelor of Science, Business Information Technology
2017 - 2020
Degree in Business Information Technology completed at St. Paul's University, Nairobi from 2017 to 2020.
Thika High School
Kenya Certificate of Secondary Education, Secondary Education
2013 - 2017
Completed Kenya Certificate of Secondary Education at Thika High School from 2013 to 2017.
Availability
Location
KenyaAuthorized to work in
Job categories
Interested in hiring Syd99?
You can contact Syd99 and 90k+ other talented remote workers on Himalayas.
Message Syd99Find your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
