Customer Service Support

Gilbert Kimau Wambua

Customer Support Specialist

Location: Nairobi, Kenya Phone: +254-***-****** Email: *************@*****.*** LinkedIn: linkedin.com/in/gilbert-wambua-24994b283 Professional Summary

Customer Support Specialist with over five years of comprehensive experience across diverse industries, including technology, insurance, and media. Proven ability to enhance customer satisfaction and retention through strategic engagement and effective communication. Skilled in CRM tools, outbound sales, and omni-channel support. Dedicated to achieving excellence in customer service and contributing to organizational success. Professional Experience

Customer Support Specialist

1840 & Company – Overland Park, Kansas, United States Dec 2023 – Present

● Deliver exceptional customer service by addressing inquiries and resolving issues efficiently.

● Leverage strong sales and negotiation skills to enhance customer satisfaction and loyalty.

● Collaborate with cross-functional teams to ensure seamless support operations and continuous service improvements.

Outbound Specialist

SiriusXM – New York, New York, United States (Remote) Feb 2023 – Jul 2023 (6 months)

● Provided top-notch customer support for SiriusXM's consumer products.

● Conducted outbound calls to address inquiries, facilitate product subscriptions, and resolve customer concerns.

● Improved customer engagement and satisfaction, contributing to increased retention rates.

Insurance Qualifier

Quantum 3 Media – Charlotte, North Carolina, United States (Remote) Apr 2022 – Jan 2023 (10 months)

● Connected and qualified customers for licensed insurance agents to modify or enroll in Medicare plans, including Parts A, B, C, D, and supplemental plans.

● Demonstrated expertise in understanding customer needs and aligning them with suitable insurance products.

● Maintained detailed records and ensured compliance with industry regulations. Customer Service Specialist

Aventus BPO – South Carolina, United States

Jul 2020 – Mar 2022 (1 yr 9months)

● Developed customer service strategies to optimize retention and loyalty.

● Managed omni-channel engagement solutions, including branding, back-office operations, and inbound communications.

● Proficiently utilized CRM systems like Konnektive, Layer 2, Sticky iO, and Help Scout for relationship management and operational efficiency. Sales Consultant

Redstar International Ltd – Nairobi, Kenya

Oct 2019 – Jan 2020 (3 months)

● Engaged in B2C sales, focusing on bulk purchasing for hospitality clients, including Hilton and Sarova Stanley Hotels.

● Represented the company at industry conferences and successfully established long-term client partnerships.

● Conducted client meetings to drive sales and enhance relationships with key stakeholders. Sales Assistant

Redstar International Ltd – Nairobi, Kenya

May 2018 – Oct 2019 (5 months)

● Delivered tailored product solutions to clients and managed existing accounts.

● Planned and organized daily schedules to service current accounts and develop new sales opportunities.

Education

Bachelor of Commerce

University of Nairobi – Nairobi, Kenya

May 2012 – Aug 2016

Diploma in Business Information Technology

Strathmore University – Nairobi, Kenya

May 2019 – Aug 2020

Skills

● Customer Engagement & Retention Strategies

● Outbound Sales & Product Subscriptions

● Insurance Qualification Processes

● CRM Systems (Konnektive, Layer 2, Sticky iO, Help Scout, Georgias)

● Omni-Channel Support Solutions

● Effective Communication & Team Collaboration

● Microsoft Office Suite

● Time Management & Problem Solving

Languages

● English (Fluent)

● Kiswahili (Fluent)

Hobbies

● Composing poetry

● Reading and traveling

● Playing badminton

References

Available upon request

Contact this candidate