Customer Service Human Resource
Resume:
Curriculum Vitae
Raymond Cheruiyot
**********@*****.***
Personal Profile
With over 4years experience providing customer support in busy contact/ call center environments. Offering an
unwavering commitment to customer service, with the ability to build productive relationships, resolve complex
issues and win customer loyalty. A customer focused individual with strategic-relationship/partnership-building
skills; listens attentively, solve problems creatively, and use tact and diplomacy to find common ground and
achieve win-win outcomes. In addition, team leader with ability to motivate employees give their best in
performance and has good leadership skills.
Education:
2012 2014: University of Nairobi
Diploma in Human Resource Management
2011 - 2012: Bakhita Training Institute
Diploma in Computer Applications
2006 - 2010: Senende Boys High School
Kenya Certificate of Secondary School
Skills:
Communication Proficiency.
Ability a motivate employees
Customer/Client Focus.
Leadership skills.
Organizational Skills.
Performance Management.
Problem Solving/Analysis.
Technical Capacity.
Work Experience:
Jan 2015 Oct 2017 Customer service Team SportPesa
leader
Sports Pesa is the largest sport betting company in Kenya today with its operations in Kenya, Tanzania, South
Africa, Isle of Man and the United Kingdom. Being the Team leader of 30 agents acquired skills in leadership.
Responsibilities:
Managing the assigned Call Centre team by providing leadership and guidance
Ensuring provision of quality customer service in the call centre in line with Call Centre and
Company objectives.
Providing effective management of all escalated issues and continuous improvement of business
processes.
Enabling staff to achieve their performance targets
Identifying training and development requirements, and organizing trainings.
Managing disciplinary issues among the employees.
Providing and implementing effective coaching methodology and process by understanding each
CCR's performance drivers and helping them to implement new actions that improve their
performance.
Providing daily direction and communication to employees so that customer service calls are
answered in a timely, efficient and knowledgeable manner
Ensuring that the employees follow their schedules properly as designed
Using appropriate judgment in upward communication regarding department or employee
concerns
Motivating and inspiring the team to surpass their potential.
Monitoring, organizing, and coaching the team on a day-to-day basis.
Creating and maintaining a high-quality work environment so that team members are motivated to
perform at their highest level.
2013 - 2014 Customer service Horizon Contact Centers
Representative
Horizon Contact Centers is East and Central Africas largest outsourcing contact center that provides
multichannel contact center solutions by managing clients contact through a variety of high tech
communication channels for businesses allowing better customization to customer needs. Currently servicing
the global market across 13 countries in 3 continents.
Responsibilities:
Answering incoming customer calls on service questions and general client concerns
Managing and resolving customer complaints
Followed-up on customer inquiries not immediately resolved
Providing first call resolution
Follow up customer calls where necessary.
Raising tickets on customer complaints.
Completing call logs and reports on daily basis
Entering new customer information into system
Updating customers information on CRM(Customer Relationship Management)
Real time analysis among others
Maintaining a high level of professionalism with clients and working to establish a positive rapport
with every caller
Impacting the companys bottom line by problem solving and turning frustrated clients into repeat
customers
Interests:
Travelling, team building, listening to music
Contact this candidate