Kennedy Owallo

Dedicated and customer-focused professional with over 10 years of experience spanning customer service, call center operations, fleet management, transport coordination, IT support, and hospitality. Proven ability to resolve customer concerns efficiently, maintain high service standards, and work effectively in fast-paced environments. Skilled in communication, problem-solving, CRM systems, Microsoft Office, and team collaboration.

Passionate about delivering exceptional customer experiences while consistently meeting organizational goals and performance targets.

Customer Service Representative (CSR) - Teleperformance Kenya - Nairobi, Kenya

(2025-01)

• Handle high volumes of inbound customer calls professionally and efficiently.
• Respond to customer inquiries regarding products, services, billing, and account information.
• Resolve customer complaints while maintaining high customer satisfaction levels.
• Accurately document customer interactions using CRM systems.
• Escalate complex customer issues to relevant departments when necessary.
• Meet and exceed quality assurance, productivity, and customer satisfaction KPIs.
• Process customer requests, updates, and account changes accurately.
• Educate customers on products, services, and company policies.
• Maintain confidentiality and comply with company data protection policies.
• Work collaboratively with supervisors and team members to improve service delivery.
• Participate in coaching sessions, quality reviews, and continuous training programs.
• Demonstrate professionalism, empathy, and active listening during every customer interaction.

Airtel Inbound Customer Service Agent - Altruist Technologies - Nairobi, Kenya

(2023-01 - 2024-01)

• Answered inbound customer calls professionally and resolved inquiries/technical issues promptly.
• Assisted customers with diverse Airtel products and services, upselling and cross-selling where appropriate.
• Achieved key customer service performance targets and maintained highly accurate customer transaction records.
• Participated in regular rigorous training and quality assurance improvement sessions.

IT Support Officer - Amicabre Travel Services Ltd - Nairobi, Kenya

(2020-01 - 2022-12)

• Maintained, integrated, and supported critical company computer systems, servers, and local networks.
• Installed, configured, and upgraded core enterprise software applications and system hardware.
• Troubleshot and resolved complex technical issues promptly for administrative and operations staff.
• Conducted preventive maintenance and regular system updates to ensure smooth daily operations.

Transport Controller - Amicabre Travel Services Ltd - Nairobi, Kenya

(2019-01 - 2020-12)

• Coordinated, scheduled, and dispatched drivers to guarantee optimal route efficiency and punctual pickups.
• Managed daily transport logistics while monitoring active operations to resolve transport delays.
• Ensured timely service delivery and acted as the vital communication loop between field drivers and executive management.

Fleet Tracking Officer - Amicabre Travel Services Ltd - Nairobi, Kenya

(2015-01 - 2017-12)

• Monitored corporate vehicles in real-time utilizing advanced GPS fleet management and tracking software.
• Produced analytical daily fleet movement and efficiency reports for senior management review.
• Tracked vehicle performance, flagged operational delays, and reported incidents or safety irregularities.

Waiter - Ozone Bar & Lounge - Nairobi, Kenya

(2012-01 - 2014-12)

• Delivered high-touch customer service, greeting guests and accommodating dietary requirements.
• Served premium food and beverages while processing customer transactions accurately.
• Maintained high standards of hygiene, dining space cleanliness, and general health-code regulations.

Security Guard - Amicabre Travel Services Ltd - Nairobi, Kenya

(2010-01 - 2012-12)

• Controlled visitor access points to protect corporate personnel and property.
• Inspected outgoing company vehicles to verify authorization and maintain security protocols.

Certificate - Hospitality & Customer Care - Prime Staff College (2016-01 - 2016-12)

Certificate - Computer Applications - Softech Computer College (2011-01 - 2011-12)

Kenya Certificate of Secondary Education (KCSE) - Simotwo Secondary School

Kenya Certificate of Primary Education (KCPE) - Thawabu Primary School