Customer Support Call Center

EMMANUEL MAKONA

P.o Box *****, Nairobi, Kenya ********@*****.*** +254-*********

Professional Summary

Customer-focused and results-driven Customer Support Specialist with 2+ years of experience in call center and customer-facing roles. Skilled in handling inbound and outbound support, issue resolution, and customer relationship management. Proficient in CRM tools such as Zendesk and FreshService, with strong communication skills in English and Kiswahili. Adept at providing both remote and field support, maintaining customer satisfaction, and collaborating with cross- functional teams to improve service delivery.

Core Skills

• Inbound & Outbound Support

• Customer Relationship Management

• Issue Resolution & Escalation

• Field Customer Support

• CRM Tools: Zendesk, FreshService, QueueMetrics

• Google Suite: Docs, Sheets, Slides

• Fluency: English & Kiswahili

• Process Adherence & Reporting

• Strong Interpersonal & Communication Skills

Professional Experience

Customer Support Associate

Poa Internet – Nairobi, Kenya

March 2023 – Present

• Responded to 50+ daily inbound customer queries via phone and email, achieving a 95% satisfaction rating.

• Conducted outbound follow-up calls to gather feedback and promote product usage.

• Resolved recurring customer issues and escalated complex concerns to management.

• Collaborated with field teams to ensure on-site resolutions were completed promptly.

• Maintained accurate records using Zendesk and contributed to monthly performance reports.

Customer Service Representative

Morowi Company Ltd – Nairobi, Kenya

January 2022 – February 2023

• Handled high-volume call queues with professionalism and empathy.

• Used CRM systems to document interactions and streamline ticket management.

• Assisted with basic technical troubleshooting and provided service education.

• Participated in team meetings to identify trends and improve service strategies. Education

Bsc Cellular and Molecular Biology

Kisii University

Additional Training & Certifications

• Certificate in Customer Service Excellence

• CRM Systems Training: Zendesk & FreshService

Languages

• English: Fluent

• Kiswahili: Fluent

Contact this candidate