Customer Support Representative - Client Relations

AUSTINE AKHENDA

Customer Service & Client Relations Specialist

****************@*****.*** +254-***-***-*** Kericho, Kenya linkedin.com/in/austine-akhenda-b64948306

PROFESSIONAL SUMMARY

Customer service professional with 2+ years of hands-on experience handling client inquiries, resolving complex issues, and delivering tailored solutions across digital and in-person channels. Proven ability to maintain composure under pressure, adapt quickly to rotating workflows, and meet KPIs for response time and customer satisfaction. Combines strong communication skills (English C2 level, Swahili native) with data analysis capability to proactively identify issues and support clients with accuracy and professionalism. Experienced with live chat, email, and account-level support tasks including password resets and financial transaction assistance.

EXPERIENCE

Customer Service Representative

Nicolas Hardware Products Kericho, Kenya

Jan 2023 – Aug 2023

- Served as the primary contact for customer inquiries via phone, in-person, and social media channels, resolving issues and delivering tailored solutions

- Developed and executed digital marketing strategies that boosted monthly sales by 7.5%, demonstrating ability to translate customer insights into actionable outcomes

- Collaborated with the data analytics team to clean and analyze sales data, uncovering trends that improved targeting and service delivery

- Participated in product development discussions, contributing customer-facing insights to improve offerings and client satisfaction

- Managed multiple concurrent customer interactions while maintaining high service quality in a fast-paced retail environment

Customer Service Job Simulation

Forage (Virtual Job Simulation)

October 2025

- Completed a practical client-facing simulation covering secure account support tasks including password resets and client withdrawal assistance

- Applied professional communication protocols to handle sensitive account scenarios, maintaining accuracy and client trust throughout

- Demonstrated ability to follow security verification workflows and escalate appropriately — skills directly applicable to VIP client support

AI-Powered Data Analyst Intern

Excelerate Remote

Jan 2026 – Mar 2026

- Analyzed large datasets and built KPI dashboards using Excel and visualization tools, tracking performance metrics for management reporting

- Automated reporting workflows using SQL and Python, reducing turnaround time for data requests

- Earned Star Performer recognition from the CEO and RIT Tiger STRIPES Program for delivering high-quality outputs under tight deadlines

Research Intern

Yimbik Kenya Remote

Jan 2026 – Mar 2026

- Collected and analyzed datasets to generate evidence-based insights for development and policy projects

- Produced clear written reports and visual summaries tailored to both technical and non-technical stakeholders

EDUCATION

BSc Actuarial Science with Statistics

Moi University Kericho, Kenya

2023 – 2027 (Expected)

High School Diploma

Kericho Day Secondary School

Dec 2022

CERTIFICATIONS

- Customer Service Representative Job Simulation — Forage (Oct 2025)

- Digital Selling — MindLuster

- SEO & Google Digital Marketing — MindLuster

- Data Analytics — IBM

- Intermediate SQL — DataCamp

- Python Programming — Cisco

- McKinsey Forward Program — McKinsey & Company

KEY SKILLS

Client Communication & Relationship Management • Live Chat & Email Support • Issue Resolution & Escalation • Account Monitoring • KPI Tracking • Data Analysis & Reporting • Excel, SQL, Python • Problem-Solving Under Pressure • Shift Adaptability • Digital Marketing • Market Research

LANGUAGES

English — Upper-Intermediate to Advanced (C2 Level) Swahili — Native

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