Henry Kyalo

Dedicated English and Literature educator with a Bachelor of Education and teaching practice experience in boys' and girls' secondary schools. Passionate about learner development, communication, and holistic education. A motivated sports enthusiast in rugby and table tennis with experience and coaching and leading students to interschool tournaments.

Currently working in a call center at CCI Kenya, bringing strong communication, empathy, discipline, and problem-solving skills that translate effectively into classroom teaching, boarding life, and pastoral care.

Customer Service Representative at CCI KENYA (2025-09 – Present)

Handle customer inquiries, resolve complaints, and provide support through multiple channels while maintaining accurate records and ensuring customer satisfaction.

• Handle customer inquiries through real-time chat and scheduled channels including email
• Resolve customer complaints and issues promptly with professionalism and accuracy
• Provide clear and helpful information about products and services to customers
• Process customer orders, applications, refunds, and service requests efficiently
• Maintain accurate records of customer interactions and transactions
• Follow up with customers to ensure resolution and satisfaction
• Escalate unresolved or complex issues to senior support or management when necessary
• Stay up to date with product knowledge, company procedures, and policy changes
• Collaborate with internal departments to resolve customer concerns efficiently
• Conduct customer satisfaction surveys and gather feedback when required

English Language Tutor at Freelance (2025-01 – 2025-07)

Conducted online tutoring sessions for learners with personalized instruction and strong rapport building.

• Conducted online tutoring sessions for learners and built strong rapport with students
• Adapted teaching styles to fit individual needs and managed lesson planning independently
• Ensured client satisfaction through effective communication and personalized instruction

Community Service Assistant (2014-10 – 2014-12)

Performed administrative duties and coordinated schedules remotely with professional client communication.

• Performed administrative duties
• managed emails
• coordinated schedules remotely Communicated professionally with clients via email and phone
• Used digital tools like Google Calendar, Trello and Notion to stay organized

Teacher Trainee at MASII GIRLS HIGH SCHOOL (2024-04 – 2024-08)

Planned and delivered engaging English and Literature lessons aligned with national curriculum and assessed student progress.

• Planned and delivered engaging lessons in English and Literature
• aligning with the national curriculum
• Assessed students' progress through assignment tests and oral presentations

Field Marketing Representative at Peach Marketing Ltd (Contracted by Shell Kenya) (2023-01 – 2023-04)

Conducted on-site training for Shell petrol station attendants and managers on Shell Club loyalty program with technical support and feedback collection.

• Conducted on-site training for Shell petrol station attendants and managers on the Shell Club loyalty program
• Delivered clear, hands-on demonstrations on how to assist customers in registering and using the Shell Club via USSD and the mobile app
• Promoted adoption of Shell's loyalty platform by educating frontline staff on its benefits to both customers and the station
• Provided technical support and guidance on customer onboarding, app usage, and troubleshooting common issues
• Collected feedback from station teams to improve training approaches and customer experience strategies

Customer Service Agent, Field Support at Premier Food Kenya, Makueni (2023-04 – 2023-12)

Educated and supported farmers across various regions on product use, best practices, and troubleshooting while building trust and improving client satisfaction.

• Educated and supported farmers across various regions in Makueni on product use, best practice and troubleshooting
• Acted as the primary point of contact between the company and farming communitie building trust and improving client satisfaction
• Gathered feedback
• Identified challenges in the field
• Coordinated with internal teams to recommend service improvements
• Delivered consistent communication and education across different cultural and literacy levels using both Kiswahili and English

Bachelor of Education in Arts – Kenyatta University (2025-12)