Brian Kithinji

Motivated and detail-oriented Project Planning and Management graduate with strong academic grounding and hands-on freelance writing experience. Skilled in conducting deep, accurate research with quick turnaround. Highly adaptable, collaborative, and passionate about organizational growth through knowledge sharing and dedication through effective communication and problem-solving skills.

Customer expert at Teleperformance Kenya (2025-01 – Present)

Resolved complex customer inquiries and escalations by leveraging deep product knowledge and refined communication skills in a fast-paced contact center environment.

• Resolved complex customer inquiries and escalations by leveraging deep product knowledge and refined communication skills, ensuring high satisfaction and retention in a fast-paced contact center environment.
• Assisted users with account issues, payment discrepancies, and app functionality concerns, ensuring timely resolutions and reinforcing positive customer experiences for both riders and drivers.
• Fielded B2B inquiries from corporate clients, coordinating with internal departments to expedite solutions and enhance partner satisfaction throughout the service lifecycle.

Customer service expert at CCI International Kenya (2024-01 – 2024-07)

Facilitated onboarding sessions for new hires and resolved complex customer inquiries across multiple communication channels in a fast-paced call center environment.

• Facilitated onboarding sessions for 25+ new hires per quarter, delivering product knowledge training that increased first-contact resolution rates by 18% within the initial three months of hire.
• Resolved complex customer inquiries across multiple communication channels, maintaining high satisfaction levels while ensuring timely case closure in a fast-paced call center environment.

Bachelor in Project Planning and Management – Moi University, Annex Campus (2018 – 2022)

KCSE – Ikuu Boys High School (2014 – 2017)

KCPE – St. Ann Day and Boarding Primary School (2005 – 2013)