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Tracy Waithira

@tracywaithira

Call centre agent at CCI, supporting Belk and AmeriGas customers with orders, returns, billing, and service enquiries.

At CCI, I supported Belk customers with online orders, returns, product enquiries, and payment concerns. I used multiple systems to update customer information and resolve issues.

At CCI, I also handled inbound and outbound AmeriGas conversations about billing, service scheduling, and accounts. I recorded interactions in CRM systems and worked toward call-handling and customer-satisfaction measures.

At Kenya Agriculture & Livestock Research Organization, I supported technical troubleshooting and network maintenance during one internship, then developed applications and websites during another. I also designed and developed a responsive e-commerce website with shopping cart functionality using HTML, CSS, and JavaScript.

Experience

Work history, roles, and key accomplishments

Call Centre Agent

CCI

Oct 2025 - Jul 2026 (9 months)

Handled customer calls and enquiries professionally, providing clear and helpful support. Assisted customers with online orders, returns, product enquiries and payment-related concerns.

Customer Service Inbound Calls Outbound Calls CRM Data Entry Problem Solving Active Listening Empathy Communication Skills

Web Development Intern

Kenya Agriculture & Livestock Research Organization

Sep 2023 - Nov 2023 (2 months)

Developed applications and websites while strengthening attention to detail and problem-solving skills. Troubleshot websites and improved features based on user and project needs.

Web Development HTML CSS JavaScript Troubleshooting Problem Solving

IT Intern

Kenya Agriculture & Livestock Research Organization

Aug 2022 - Nov 2022 (3 months)

Provided technical support to staff and clients and assisted with hardware and software troubleshooting. Supported the IT team with network configuration and maintenance.

Technical Support hardware troubleshooting Software Troubleshooting Network Configuration IT Support

Customer Support Assistant

Microsims Computers

Mar 2020 - Sep 2021 (1 year 6 months)

Assisted customers with product and technology-related questions and provided general customer support. Supported sales and marketing activities while maintaining positive customer interactions.

Customer Service Sales Support IT Support Data Entry Troubleshooting Communication Skills

Education

Degrees, certifications, and relevant coursework

Kiambu National Polytechnic

Diploma, Information and Communication Technology

Diploma in Information and Communication Technology completed in November 2024, covering networking, database management, web development, and graphic design.