Looking for a job

Wayne Orende

@wayneorende

Customer service professional delivering efficient, empathetic support and consistent performance in high-volume environments.

Kenya

Message

What I'm looking for

I’m seeking a customer-focused role where I can use my call‑center and technical support experience to improve CSAT, mentor peers, and grow into broader CX or support leadership.

Customer Service Expert with over one year of hands-on experience delivering exceptional customer support in fast-paced call center and online environments. Proven ability to handle high-volume customer interactions, resolve complex issues efficiently, and maintain excellent customer satisfaction scores. Highly skilled in communication, problem-solving, and empathy and quality standards

Experience

Work history, roles, and key accomplishments

Current

Operation Customer Expert

Current

Teleperformance Kenya

Sep 2025 - Present (4 months)

Manage high-volume inbound phone, chat, and email interactions, resolving customer inquiries and complaints while maintaining high CSAT and meeting KPIs such as AHT and FCR.

Customer Support CRM Systems CSAT AHT FCR Active Listening Escalation Management

Call Centre Agent

CCI Kenya

Oct 2024 - Sep 2025 (11 months)

Provided voice and technical support to U.S.-based AT&T customers, consistently meeting performance and satisfaction metrics and collaborating on escalations and workflow improvements.

Technical Support Issue Tracking Escalation Management Customer Satisfaction Performance Metrics CRM

Client Relations Assistant

Century Cinemax

Oct 2023 - Jul 2024 (9 months)

Handled inbound calls and scheduling for movie viewings, managed bookings to optimize operations, and built guest rapport to improve customer loyalty and support special events.

Customer Relations Scheduling event support Time Management CRM

IT Support Technician

Stedmak Gardens

Mar 2022 - May 2023 (1 year 2 months)

Provided technical assistance and on-site network support, managed data backups and system maintenance, and assisted staff with email, printers, and software installation while maintaining documentation.