Brillian Ouma

Customer-focused and service-oriented professional with a Diploma in Flight Operations and Dispatch and hands-on experience in customer service, client support, and sales operations. Proven ability to manage high volumes of customer interactions while delivering exceptional service and maintaining professionalism. Skilled in passenger assistance, problem solving, conflict resolution, and customer relationship management (CRM) systems.

Experienced working in fast-paced and multicultural environments where strong communication, attention to detail, and teamwork are essential. Passionate about creating positive passenger and customer experiences and contributing to service excellence in aviation, hospitality, and customer service roles.

Customer Service Representative - CCI Global - Nairobi, Kenya

(2025-01 - 2026-02)

• Delivered high-quality customer support by handling inbound inquiries and resolving service issues efficiently.
• Maintained high customer satisfaction levels through professional communication and empathetic problem resolution.
• Handled a high volume of calls while ensuring accuracy, professionalism, and service quality.
• Recorded customer interactions accurately within the CRM system and maintained organized service documentation.
• Met quality assurance standards, compliance requirements, and performance targets.
• Collaborated with team members to improve service delivery and maintain operational efficiency.
• Demonstrated active listening skills to understand customer needs and provide effective solutions.

Customer Support and Sales Agent (Remote) - Safer Road

(2024-01 - 2024-10)

• Provided professional customer support through phone, chat, and email communication channels.
• Assisted clients with roadside assistance services and resolved service-related inquiries efficiently.
• Identified opportunities to upsell and cross-sell services, contributing to improved sales conversions.
• Maintained accurate customer records and service documentation within the CRM platform.
• Achieved strong First Call Resolution (FCR) rates while maintaining service quality standards.
• Managed multiple customer requests simultaneously while maintaining attention to detail and professionalism.
• Used strong persuasion and engagement skills to achieve positive customer outcomes.

Sales Promoter / Brand Representative - Unilever and Coca-Cola Campaigns - Nairobi, Kenya

(2022-07 - 2023-10)

• Represented leading consumer brands through direct customer engagement and promotional activities.
• Increased brand awareness by conducting product demonstrations and interacting with potential customers.
• Explained product features, benefits, and promotions to encourage customer purchases.
• Assisted customers with product selection while maintaining professional brand representation.
• Achieved sales targets through strong communication, persuasion, and relationship-building skills.
• Provided after-sales assistance to ensure customer satisfaction and positive brand experiences.

Flight Operations and Dispatch Attachee - Wilson Airport - Nairobi, Kenya

(2022-01 - 2022-02)

• Supported flight operations and dispatch coordination under supervision within an airport environment.
• Assisted with aviation communication procedures and operational coordination.
• Gained exposure to aviation safety procedures, passenger operations, and airport protocols.
• Observed flight planning and dispatch processes to build understanding of aviation operations.
• Developed teamwork, situational awareness, and operational coordination skills.

Diploma - Flight Operations and Dispatch - East African School of Aviation (2021 - 2023)

Course - French Studies (Beginner Level) - Alliance Française (2021 - 2021)

KCSE - Sinyolo Girls High School (2017 - 2021)