Customer Service RepresentativeCustomer Service Representative
Kennedy
ID Verified$1,200
per month
($7/hour)
Profile Description
My name is Kennedy Kinyanjui, a Customer Service and BPO professional based in Nairobi, Kenya. I have hands-on experience across high-profile US and Kenyan client campaigns, where I've consistently delivered strong results, including a 90% sales conversion rate as a top-performing retention agent, a 95% QA benchmark as Acting Team Lead, and up to 99.8% data accuracy across CRM platforms. I'm proficient in Salesforce, Microsoft Dynamics 365, Cisco Finesse, and Citrix, and I hold a BSc in Analytic...
Top Skills
Skills & Expertise
Skill Levels Explained:
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Customer Success
Sales & Business Development
Work Experience
Customer Service Representative - Retention
ISON Xperiences
Jun 2025 - Present
Key Achievements:
- Achieved a 90% average sales conversion rate on the Retention Outbound Team, consistently ranking among the top-performing agents - Identified and re-engaged at-risk and inactive subscribers, directly contributing to reduced churn and improved revenue retention - Managed high-volume customer accounts and billing inquiries with 100% accuracy and compliance - Maintained indexed interaction records and account data using Microsoft Dynamics 365, Tascr, and Clarity
Acting Team Lead
ISON Xperiences
Jan 2026 - Mar 2026
Key Achievements:
- Led day-to-day operations and agent performance to consistently meet client SLAs and KPIs - Coached agents through performance reviews, feedback sessions, and individualised development plans - Sustained the client's 95% QA SLA benchmark through structured quality interventions - Drove an 80% customer retention rate by proactively managing at-risk customer relationships - Managed escalations and cross-functional collaboration with QA, Workforce Management, Training, and Operations - Optimised staffing and resource allocation to maintain service levels across varying call volumes
Customer Service Representative
CCI Kenya
Nov 2024 - Jun 2025
Key Achievements:
- Maintained 99.8% data accuracy across electronic records using Microsoft Dynamics 365 and Citrix in alignment with audit and compliance protocols - Managed customer data in Salesforce with 100% compliance to documentation standards, achieving a 97% first-contact resolution rate on the Shutterfly campaign - Resolved complex billing, account management, and service delivery inquiries with consistently high CSAT scores across all campaigns - Reduced Average Handling Time (AHT) on the Amerigas campaign while improving first-call resolution through process audits and team collaboration - Identified service gaps and contributed to process improvements, enhancing team efficiency and customer satisfaction