Open to opportunities

warren oti

@warrenoti

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Customer Support Executive focused on high-quality service, accurate records, and SLA-driven resolution.

Kenya

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What I'm looking for

I’m looking for a customer-focused role where I can own high-volume support, resolve issues professionally, maintain accurate CRM/ticket records, and improve service using reporting and KPI tracking in a collaborative team.

I’m a Customer Support Executive with over four years of experience supporting clients in fast-paced environments, handling high-volume inquiries through telephone, email, and ticketing systems while meeting service level agreements (SLAs).

I manage customer records, service requests, and documentation in CRM and ticket management platforms, process applications and account updates, and coordinate each request from initiation through resolution with timely follow-up.

I also deliver data-informed support by preparing operational reports in Google Sheets and Microsoft Excel, including customer service metrics, trend analysis, and KPI performance tracking. I’ve used reporting to spot bottlenecks and improve the customer experience.

Previously, I strengthened my operational foundation through procurement and inventory support at KPLC using SAP and Oracle ERP for inventory management, stock verification, and transaction processing. I take pride in process compliance, professional complaint handling, and cross-functional coordination.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Poa! Internet

Jan 2023 - Present (3 years 6 months)

Respond to high-volume customer inquiries via phone, email, ticketing systems, and customer portals while meeting SLAs. Maintain customer records and service-request documentation in CRM/ticketing platforms, process requests, and prepare KPI/service reports.

Customer Service SLA Management Ticketing Systems CRM Service Request Processing Account Updates Complaint Resolution Report Preparation KPI Tracking Trend Analysis Google Sheets Microsoft Excel Cross functional Coordination

Customer Service Team Member

KFC Kenya

Jan 2022 - Jan 2023 (1 year)

Deliver customer service in a high-volume environment by handling inquiries, complaints, and service requests. Maintain operational records, support administrative tasks, and assist with daily reporting while collaborating to ensure smooth service delivery.

Customer Service Complaint Handling Administrative Support Records Management Internal Communications Workflow Coordination

Supply Chain Intern

Kenya Power and Lighting Company (KPLC)

Jan 2021 - May 2021 (4 months)

Support procurement and inventory management activities within the supply chain department. Use SAP and Oracle ERP for inventory management, stock verification, transaction processing, and generate inventory reports using Microsoft Excel.