Customer Support Specialist with International Relations Expertise
Resume:
CURRICULUM VITAE
STEVE ORINA OGERO
Nairobi, Kenya
*********@*****.***
LinkedIn: steve-ogero-226b26119
CAREER OBJECTIVE
Customer-focused and resilient professional with over four years of experience in call centre operations and customer support. Seeking to contribute to a dynamic organization by leveraging strong communication skills, problem-solving ability, and adaptability to remote and high-volume service environments to deliver exceptional customer experiences and operational support. PROFESSIONAL SUMMARY
Dedicated and articulate Customer Support Specialist with proven experience in high-volume service environments. Highly skilled in handling complex customer queries, resolving issues efficiently, and maintaining professionalism under pressure. Experienced in CRM systems, inbound and outbound communication, and building strong customer relationships across telecommunications, banking, and non-profit sectors. Adept at remote communication, service coordination, and maintaining accurate customer records. PROFESSIONAL HIGHLIGHTS
● 4+ years’ experience in call centre and customer service operations
● Strong expertise in complaint resolution, escalation, and follow-up
● Proficient in CRM platforms including Salesforce and Singleview
● Recognized for service excellence, accuracy, and professionalism
● Experienced in both onsite and remote customer support environments
● Flexible with shift work and strict SLA-driven environments CORE SKILLS AND COMPETENCIES
Customer Support and Client Relationship Management Complaint Resolution and Escalation Handling
CRM Systems (Salesforce, Singleview)
Data Entry and Reporting
Administrative and Virtual Support
Email and Phone Communication
Sales Support and Refund Processing
Data Accuracy and Documentation
Time Management and Multitasking
Remote Collaboration and Customer Engagement
Field Coordination and Supervision
PROFESSIONAL EXPERIENCE
Mailbox / Call Center Representative
iSON BPO – Airtel Kenya Project, Nairobi
Jan 2019 – Oct 2022
● Handled high-volume inbound calls and customer service emails daily.
● Assisted customers with billing inquiries, network issues, service activation, and account management.
● Logged complaints accurately in CRM systems and ensured timely resolution within SLAs.
● Escalated complex issues and conducted follow-ups to ensure customer satisfaction.
● Collaborated with supervisors and team members to improve service quality and response times.
● Maintained professional communication while handling challenging customer situations. Field Coordinator
Impact Water, Nairobi
Nov 2022 – June 2025
● Promoted from Call Center Agent due to strong performance and program understanding.
● Coordinated and supervised school safe drinking water programs across assigned regions.
● Conducted field monitoring to ensure system functionality and compliance with project standards.
● Acted as liaison between schools, field teams, and office staff to facilitate communication.
● Collected and updated program data using Salesforce and internal systems.
● Prepared monitoring reports and provided feedback to management for program improvement.
● Supported training of school representatives on safe water practices and hygiene. Contact Center Agent
Access Bank – The Address Headquarters, Nairobi
July 2025 – Present
● Handle inbound and outbound customer calls related to banking products and services.
● Assist customers with transaction inquiries and digital banking support.
● Maintain strict confidentiality of customer information in compliance with banking regulations.
● Document customer interactions accurately and escalate issues where necessary.
● Deliver high-quality customer service to improve customer satisfaction and retention. EDUCATION
Bachelor of Arts in International Relations & Diplomacy University of Nairobi – 2015
Kenya Certificate of Secondary Education (KCSE)
Cardinal Otunga High School / Kenyoro High School – 2013–2014 CERTIFICATIONS & AWARDS
Top Performer – Customer Experience, iSON BPO (2020) Outstanding Achievement in Customer Satisfaction, Impact Water (2023) LANGUAGES
English – Fluent
Kiswahili – Fluent
REFEREES
Mrs. Linda Otieno
Call Center Manager, iSON BPO
***********@*****.***
Mrs. Emily Kirigha
Country Director, Impact Water
***********@*****.*** ********@***********.********** Mrs. Belinda Atieno
Call Center Manager, Impact Water
**************@*****.*** *******.*****@***********.**********
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