Customer Service Retention

KEVIN J. WANABACCA

+1-959-***-**** **********@*****.*** Minnesota, USA

PROFESSIONAL SUMMARY

Highly accomplished and results-driven Customer Service professional with over 9 years of experience consistently exceeding client satisfaction targets and resolving complex issues. Proven ability to build strong customer relationships, streamline support processes, and enhance overall service delivery, resulting in improved retention rates and positive brand perception. Adept at leveraging strong communication, problem-solving, and interpersonal skills to drive exceptional customer experiences and contribute to organizational growth.

KEY ACHIEVEMENTS

Enhanced Customer Satisfaction: Consistently achieved an average customer satisfaction (CSAT) score of 95% over five years.

Improved Efficiency: Streamlined the customer inquiry process, reducing average resolution time by 25% and increasing daily case handling capacity by 15%.

Drove Customer Retention: Contributed to a 20% increase in customer retention rates year-over-year by fostering strong relationships and effectively addressing feedback.

Team Development: Trained and mentored a team of 17 new customer service representatives, resulting in a 30% improvement in their initial performance metrics.

Complex Issue Resolution: Expertly handled over 1,500 escalated customer complaints, achieving a 98% first-contact resolution rate for critical issues.

Process Improvement: Collaborated with product development to implement three new features that reduced support inquiries by 18%.

SKILLS

Leadership & Team Management: Leading, motivating, coaching, and developing customer service teams.

Customer Service: Active listening, conflict resolution, customer retention, and patient experience optimization.

Operational Management: Process improvement, operational efficiency, Quality Management Systems (ISO 9001:2015), and Safety Management Plans (SMP).

Technical and Basic Computer Skills: CRM Systems, data management, and reporting.

Communication: Excellent verbal/written communication, public announcements, and interpersonal abilities.

Problem-Solving: Handling escalations, needs assessment, and negotiating effective solutions.

Safety & Compliance: First Aid, CPR & AED certified, and ensuring adherence to safety protocols.

PROFESSIONAL EXPERIENCE

KENYA RAILWAYS CORPORATION Nairobi, Kenya

Passenger Services Assistant 1 March 2021 - Present

Processing ticket bookings, cancellations, refunds, and rescheduling with proper identification.

Handling customer queries, offering solutions, and administering First Aid to passengers (if needed).

Ensuring passenger safety at stations and on trains, including making sure all coach doors are closed during motion.

Conducting daily operational briefs, safety training, and station announcements.

Assisting in the implementation of Safety Management Plans (SMP) and compliance with Quality Management System (QMS) and ISO Standards

AFRISTAR RAILWAY OPERATING COMPANY LIMITED Nairobi, Kenya

Passenger Steward September 2019 - March 2021

Delivered exceptional customer service by welcoming passengers, assisting with luggage, providing onboard services, and making public announcements.

Ensured safety and compliance by checking safety equipment, conducting demonstrations, managing emergencies, and providing first aid.

Resolved customer complaints, provided assistance during delays or disruptions, and summoned medical or police attention when necessary.

Managed cash and credit transactions for ticket bookings, cancellations, and refunds while adhering to financial procedures.

BLISS HEALTHCARE LIMITED Nairobi, Kenya

Team Leader - Customer Service May 2016 - September 2019

Recruited, trained, coached, and evaluated team members to foster a positive and high-performing work environment.

Handled complex patient escalations and implemented strategies to optimize the patient experience and enhance satisfaction.

Developed and enforced operational policies, collaborated with IT on system improvements, and ensured compliance with Quality Management Systems.

Liaised with internal departments to ensure seamless service delivery and prepared detailed reports for management.

CUSTOMER SERVICE EXECUTIVE (Promotion to Team Leader)

Served as the first point of contact for patients, answering incoming calls, providing information, and managing multiple phone lines.

Scheduled and managed patient appointments by coordinating with healthcare providers and clinical staff.

Resolved patient complaints in a timely manner and accurately documented all interactions and appointment details in the CRM system.

JOMO KENYATTA INTERNATIONAL AIRPORT Nairobi, Kenya

Intern February 2016 - May 2016

Assisted passengers with inquiries regarding flight status, schedules, and bookings.

Supported efficient passenger handling processes, including check-in, boarding, and arrivals, to ensure a positive customer experience.

KENYA WILDLIFE SERVICES, NAIROBI NATIONAL PARK Nairobi, Kenya

Attachment January 2014 - March 2014

Welcomed visitors and provided information on park attractions, wildlife, and activities.

Assisted with administrative tasks such as record-keeping and data entry related to park operations.

Educated visitors on the importance of wildlife conservation and responsible tourism practices.

EDUCATION

Mount Kenya University Thika, Kenya 2014 – 2016 Bachelor of Science in Travel and Tourism Management

Lubinu Boys High School 2008 – 2011 Kenya Certificate of Secondary Education (K.C.S.E)

CERTIFICATIONS & PROFESSIONAL DEVELOPMENT

Diploma in Customer Service, Alison (2024)

Certificate in ISO 9001:2015-Quality Management System, Alison (2023)

Certificate in Artificial Intelligence: Preparing for the Future of Work, Alison (2023)

Diploma in Workplace Safety and Health, Alison (2021)

CPR, AED and First Aid

Train the Trainer, Excellence in Customer Service

Occupation First Aid

REFERENCES

Available upon request.

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