Sylvo Kag

With over 8 years specialising in health, hotel and tourism as customer relations environment. I have honed my abilities in resolutions, complaint management and communication skills. Excited to leverage customer satisfaction and strong relations. Driving brand loyalty and increasing customer engagement.

Customer Service Representative at CCI GLOBAL (2023-01 – Present)

Customer support and escalation management across multiple channels

• Handle complex or escalated customer inquiries via multiple channels (phone, email, chat)
• Resolve high-priority issues, ensuring adherence to service level agreements (SLAs) and quality standards
• Proactively monitor and address service disruptions to minimize downtime
• Implement contingency plans during outages to maintain business operations
• Investigate root causes of recurring issues and coordinate with technical, sales, or logistics teams for solutions
• Document case details and resolutions in CRM systems for future reference
• Engage with dissatisfied customers to rebuild trust and retain business
• Gather feedback to identify trends and recommend process improvements
• Work across time zones and cultural contexts to support international clients
• Ensure compliance with data protection regulations
• Generate reports on incident metrics, resolution times, and customer feedback
• Stay updated on product/service changes and industry best practices
• Mentor junior agents and contribute to knowledge-sharing initiatives

Remote Customer Service Representative FinCEN at FEDERAL INTEGRAL (2023-02 – 2023-07)

Compliance support and case management for FinCEN inquiries

• Responded to inquiries from banks, MSBs (Money Services Businesses), and other entities regarding BSA/AML reporting requirements, including Suspicious Activity Reports (SARs) and Currency Transaction Reports (CTRs)
• Guided users on FinCEN's electronic filing systems
• Triage and escalate complex cases to FinCEN investigators or legal teams
• Maintain accurate records of interactions and resolutions
• Educate stakeholders on FinCEN regulations, updates, and compliance tools
• Clarify requirements for emerging financial technologies, cryptocurrency reporting under new regulations
• Handle sensitive financial data with strict adherence to confidentiality and cybersecurity protocols
• Work with FinCEN staff, federal agencies, and law enforcement via secure communication platforms

Nutritionist at B&L Healthcare (2021-06 – 2023-02)

Plant-based nutritionist providing dietary management and healthcare collaboration

• Patient-Centered Dietary Management
• Collaboration with Healthcare Teams
• Education and Advocacy
• Resource and Cultural Adaptation
• Research and Public Health Initiatives
• Supply Chain and Sustainability

Culinary Arts Chef at Fish Eagle Inn (2018-01 – 2020-12)

Culinary chef specializing in Kenyan heritage cuisine and dietary accommodations

• Menu Development & Innovation
• Ingredient Sourcing & Sustainability
• Quality Control & Authenticity
• Monitor budgets, balancing cost-effective sourcing with premium quality, especially given Kenya's fluctuating market prices
• Promote Kenyan culinary heritage through interactive experiences
• Interact with diners to explain dishes, accommodate dietary needs, vegetarian, gluten-free
• Ensure compliance with Kenya's food safety laws and hygiene certifications
• Problem-Solving & Adaptability
• Integrate traditional cooking methods

Culinary Teacher at Sabis International School

Part-time culinary instruction

Summer Camps Volunteer at Join for Joy

Volunteer support for summer camps

Tour Leader at Oasis Overland

Tour planning and leadership

Plant Based Diet Planner at Freelance

Plant-based nutrition planning services

Environmental Enthusiast at Lake Naivasha Rehabilitation

Environmental conservation work

Certificate in Hospitality, Health & Safety – NAIYEI (2022-01 – 2023-03)

Diploma in Culinary Arts – BOMA

Bachelor in International Relations – USIU-Africa