Oliver Tambo

Customer Service Representative ( Fandango Campaign

Pan Kenya, KEMember since November 14, 2025

CUSTOMER SERVICEProduct knowledge

About

I am a purpose, driven and result oriented with experience in writing, sales and customer service. with over 5 years of experience in customer facing roles, who possess a deep understanding of what drives customer satisfaction and loyalty. My experience lies in resolving complex issues efficiently, while maintaining a calm and professional demeanor. I have consistently received positive feedback from customers, resulting in a strong track record of customer retention and loyalty

Experience

Customer Service Representative ( Fandango Campaign - DASH BPO

(2025-12)

Respond to Customers Inquiries: I handle customer inquiries via phone, providing accurate and helpful information about products or services.
Resolve customer complaints: I actively listen to customer complaints, empathize with their concerns, and resolve issues in a fair and timely manner.
Provide product and service information: I offer detailed information about products or services, including features, benefits, and pricing.
Process Orders and Returns: I assist customers with placing orders, tracking shipments and processing returns and exchanges
Escalate Complex issues: I identify complex issues that require escalation to a supervisor or specialized team, and ensure a smooth hand over of the issue

Quality Analyst ( Belk campaign ) - CALL CENTER INTERNATIONAL(CCI)

(2023-10 - 2025-12)

Monitoring Calls: I review recorded calls or listen to live calls to ensure agents follow the correct procedures, provide excellent customer service, and adhere to company standards.
Evaluating Performance: I assess how agents perform on calls based on specific criteria such as call etiquette, problem resolution, professionalism, product knowledge, and adherence to scripts or processes.
Providing Feedback: I offer constructive feedback to agents on their performance, highlighting both strengths and areas for improvement. This can involve one-on-one coaching sessions or feedback reports.
Identifying Training Needs: I track patterns of errors or weaknesses in agents’ calls and recommend training or development programs to help improve performance.
Reporting Metrics: I compile and analyze performance data, generating reports that highlight trends, issues, and improvements in service quality. These reports may be shared with managers or team leaders.
Ensuring Compliance: I verify that calls adhere to legal, regulatory, and company-specific guidelines. This includes making sure agents comply with scripts, privacy laws, and other relevant standards.
Conducting Calibration Sessions: I participate in regular calibration sessions with managers and team leaders to ensure consistency in call evaluations and scoring criteria.
Providing Recommendations for Process Improvements: Based on call monitoring, I suggest improvements to processes, scripts, or tools that might enhance the customer experience or agent performance.
Maintaining QA Standards: I ensure that QA processes are consistently applied, that agents are held to the same performance standards, and that evaluations are fair and objective.
Handling Customer Feedback: I address customer complaints or feedback that may arise from call quality issues, providing insights on how to prevent such issues in the future.

Customer Service Representative (Belk Campaign ) - CALL CENTER INTERNATIONAL(CCI)

(2021-01 - 2023-10)

Overall I have been the best Belk agent in terms of providing quality and efficient customer service satisfaction at my time in Belk

Respond to Customers Inquiries: I handle customer inquiries via phone, providing accurate and helpful information about products or services.
Resolve customer complaints: I actively listen to customer complaints, empathize with their concerns, and resolve issues in a fair and timely manner.
Provide product and service information: I offer detailed information about products or services, including features, benefits, and pricing.
Process Orders and Returns: I assist customers with placing orders, tracking shipments and processing returns and exchanges
Escalate Complex issues: I identify complex issues that require escalation to a supervisor or specialized team, and ensure a smooth hand over of the issue.

Photographer, videographer, editor - Njoki Karuoya Media Center

(2020-03 - 2020-12)

Taking photos during events held at the media center.
Posting the content during the event on social media platforms.
Taking videos and behind the scenes of the event during such events.
Doing interviews and live stories of the artist who performed during the event
Writing stories about the center and its social impact.

Writer - Game changer

(2019-12 - 2020-02)

I was in charge of interviewing the Red Cross dispatch (E-plus) team during their celebration of their ten year success as the best emergency service response team.
Travelling to different counties like Kakamega, Nakuru, Narok, Mwingi, Dadaab and Garissa to get eye catching stories of team during their day to day daily activities.
Interviewing different dispatch team members at E-plus.
Writing stories of the team after the travel.

Intern - Absolute Media Pictures

(2019-06 - 2019-09)