Immanuel Account
Customer Service
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About
Results-driven Customer Service & Front Office Professional with 3+ years of experience in client relationship management, operational efficiency, and team leadership. Proven track record in resolving 90% of customer complaints within 24 hours, optimizing workflows, and training teams to elevate service standards. Adept in CRM systems, Microsoft Office, and ERP tools.
Seeking a mid-level role in Customer Operations or Administration to deliver measurable impact through problem-solving and process improvement.
Experience
Jumia Kenya | Customer Service Representative
2024 – July 2025 | Nairobi
Achieved 90% complaint resolution within 24 hours, boosting customer satisfaction scores by 15%.
Trained 3 new hires on service protocols, reducing onboarding time by 20%.
Streamlined escalation processes, cutting average response time by 30%.
Managed multichannel support (phone/email/chat), resolving 50+ daily inquiries on orders, returns, and tracking.
Excell Limited | Front Office Administrator
Jan 2023 – Dec 2023 | Nairobi
Optimized appointment scheduling, reducing client wait times by 20%.
Managed office supply inventory, implementing cost-saving measures that reduced procurement expenses by 10% (KES 50,000 annual savings).
Handled front desk operations, including greeting visitors, directing inquiries, and maintaining professional office standards.
Education
Bachelor’s Degree in Business Administration & Communication
Technical University of Kenya | 2020 – 2024
Relevant Coursework: Accounts, ICT, Customer Orientation, Communication Skills.
KCSE (Mean Grade: C+)
Kalulini Boy’s High School | 2017 – 2020
KCPE (Marks: 314)
Olive Shoot Academy | 2008 – 2016
