Brian Kiptoo

Call Center Agent

Employer: Communication Center International (CCI Kenya)

Responsibilities

To answer calls and at times call customers depending on tasks assigned.

To listen and provide correct solutions to issues offered by customers in a professional way.

To assist the team leaders in some tasks handed in for continuous flow of work.

To identify issues that need to be escalated and escalate them in time for quick provision of the solution

Provide correct data to the management for improvement of services provided by the company.

Recognize, document, and alert the management team of trends in customer calls.

Upsell products and services by providing the customers with all the benefits of current, upgrades and new products.

Document all call information according to standard operating procedures.

Research required information using available resources.

Branding Ambassador

Employer: Taxify under Gecko Agency.

Responsibilities

Understand the products and services to fully inform potential customers.

To skillfully analyse data at hand to look for potential customers on the ground To recruit as many new customers as you can by word of mouth through provision of data of the services provided by the company.

To market old and new offers provided by the company in a convincing way for easy recruitment of new customer.

Provide feedback on the data and suggestions provided by the customers during recruitment for improvement on services provided

Track and generate reports on competitor's marketing activities for improvement of services.

Locate areas good and spacious enough for customer training.

Call center agent at CCI KENYA

March 2019 - February 2023

To answer calls and at times call customers depending on tasks assigned. To listen and provide correct solutions to issues offered by customers in a professional way. To assist the team leaders in some tasks handed in for continuous flow of work.

To identify issues that need to be escalated and escalate them in time for quick provision of the solution Provide correct data to the management for improvement of services provided by the company. Recognize, document, and alert the management team of trends in customer calls. Upsell products and services by providing the customers with all the benefits of current, upgrades and new products.

Document all call information according to standard operating procedures. Research required information using available resources.

East African Institute of Certified Studies.

 

Certificate: Information Technology(I.T)|January 2018 - Current