Customer Service & SupportCustomer Service & Support
Brian
ID Verified$696
per month
($4/hour)
Profile Description
Experienced Customer Service and BPO professional with 7+ years of experience in customer support, contact centre operations, team leadership, customer experience, and client relationship management. Proven experience leading teams of 25+ agents, managing customer escalations, CRM and ticketing systems, monitoring SLAs and KPIs, coaching and performance management, workload allocation, reporting, and process improvement. Skilled in handling inbound and outbound customer interactions, resolving c...
Top Skills
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
Customer Success
Work Experience
Team Lead- Customer Service & Support
Solutech Solution Ltd
Oct 2025 - Present
Key Achievements:
Led a team of 25+ customer service professionals supporting 140+ client accounts, overseeing daily operations, ticket queues, SLA performance, escalations, coaching, and KPI reporting. Maintained approximately 95% SLA and strong CSAT performance while improving response times, reducing ticket backlogs, strengthening team productivity, and enhancing overall customer experience.
Account Manager- Call Centre
Calltronix Kenya Ltd
Aug 2022 - Sep 2025
Key Achievements:
Led a team of 25+ customer service professionals supporting 140+ client accounts, driving daily operations, KPI performance, SLA compliance, escalations, and customer satisfaction. Maintained approximately 95% SLA performance, improved response times and ticket resolution, reduced backlogs through effective queue management, and strengthened team performance through targeted coaching, performance monitoring, and continuous process improvement.
Team Lead- Call Centre
Medical Administrators Kenya Ltd
Jul 2020 - Aug 2022
Key Achievements:
Led a team of 20+ customer service professionals supporting 140+ client accounts, driving daily operations, KPI performance, SLA compliance, escalations, and customer satisfaction. Maintained approximately 95% SLA performance, improved response times and ticket resolution, reduced backlogs through effective queue management, and strengthened team performance through targeted coaching, performance monitoring, and continuous process improvement.
Team Lead- Call Centre
Horizon Contact Centre
Jan 2019 - Jul 2020
Key Achievements:
Led a team of 22+ customer service professionals supporting 140+ client accounts, overseeing daily operations, ticket queues, SLA performance, escalations, coaching, and KPI reporting. Maintained approximately 95% SLA attainment and strong CSAT performance while improving response times, reducing ticket backlogs, increasing team productivity, and strengthening the overall customer experience.
Customer Service Representative
Horizon Contact Center
Jan 2017 - Dec 2018
Key Achievements:
Experienced Customer Service Representative in handling customer inquiries, complaints, escalations, and support requests across phone, email, chat, and CRM platforms. Skilled in problem-solving, customer relationship management, ticket handling, accurate documentation, and meeting service KPIs. Proven ability to deliver timely, professional, and customer-focused solutions while maintaining high service quality and satisfaction.