Brian Khumwa

Experienced and reliable customer service executive with extensive experience providing assistance in a busy call center setting. Strong dedication to helping customers resolve issues and cultivating a positive company image. Excel in both team environments and alone. Proven ability to listen attentively, solve problems quickly and efficiently, and create high-quality professional relationships with callers. Fully committed to following company procedures and winning loyal customers.

Customer Service Representative | 05/2021 - Current Calltronix Kenya Limited

● Answer an average of 65 to 75 calls per day in a high-volume call center environment.

● Resolve customer complaints and ensure calls are handled in a professional and prompt manner.

● Trained and mentored entry level customer service team in service standards, loyalty programs and managing customers techniques.

● Followed up on customer issues, reaching out to verify satisfaction beyond initial communication.

● Consistently earned “above average” or “excellent” on-call quality evaluations.

● Served as a point of escalation for complex customer issues, capturing timely resolution to drive client retention.

● Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction

Mount Kenya University - Thika Kiambu | Computing Enterprise Bachelor of Business & Information Technology, 2023

● Acquired sound background in advanced problem solving, information analysis and project management.

● Developed technical skills with emphasis in business analysis and problem solving, systems analysis, project management and IT management within organizations.

● Acquired skills in software programming skills in C++ and C programming languages