Reagan Nasir

Results-driven Customer Experience Executive with experience in contact center operations, customer support, and client retention. Skilled in managing high-volume inbound and outbound interactions, resolving customer issues efficiently, and delivering exceptional service. Strong communicator with proven ability to build relationships, improve customer satisfaction, and meet performance targets in fast-paced environments.

Customer Experience Executive (Outbound) at Calltronix Ltd (Multichoice Project) (2024-02 – Present)

• Conduct outbound calls to assess customer satisfaction and resolve concerns
• Build strong customer relationships through active listening and engagement
• Educate customers on products, features, and promotions
• Resolve complaints efficiently, improving customer satisfaction
• Collect and analyze customer feedback to support service improvement
• Meet and exceed retention targets and KPIs
• Maintain accurate records of customer interactions in CRM systems
• Identify at-risk customers and implement retention strategies
• Collaborate with internal teams to resolve issues promptly

Customer Service Representative (Inbound) at Calltronix Contact Center (2023-07 – 2024-02)

• Managed high-volume inbound calls and customer inquiries
• Resolved customer issues at first contact to improve satisfaction
• Provided accurate information on products, services, and policies
• Documented all interactions in CRM systems
• Escalated complex issues following company procedures
• Maintained a professional and customer-focused approach
• Identified upselling and cross-selling opportunities
• Followed compliance and quality assurance standards

Casual Worker (Production & Warehouse Support) at Orbit Chemical Industries Ltd (2024-01 – 2024-06)

• Assisted in the production and packaging of detergent products
• Conducted quality checks to ensure product standards
• Supported inventory management and warehouse organization
• Maintained cleanliness and adhered to safety regulations
• Assisted in loading and unloading goods
• Contributed to achieving daily production targets

Waiter (Customer Service Team) at Pampered Village (2022-01 – 2022-12)

• Delivered high-quality customer service in a busy environment
• Welcomed and served customers, ensuring satisfaction
• Took and processed accurate orders
• Upsold menu items to increase revenue
• Built strong customer relationships and encouraged repeat visits

Diploma in Information Technology – The Co-operative University of Kenya (CUK) (2018 – 2019)

Kenya Certificate of Secondary Education (KCSE) – St. Paul's High School Narati, Kitale (2014 – 2017)

Kenya Certificate of Primary Education (KCPE) – Narati RC Primary School (2006 – 2013)