Victor Kerandi

Customer-focused and results-driven Customer Service Professional with proven experience in call center operations, digital customer support, and team supervision. Adept at handling high volumes of inquiries via phone, email, and chat, with a strong record in problem-solving and customer satisfaction. Recognized for delivering empathetic service, building positive customer relationships, and improving operational efficiency.

Proficient in CRM systems and process improvements with a keen focus on performance and quality metrics.

Customer Service Representative at Teleperformance Kenya (2025-04 – Present)

• Resolved 80+ tickets per day with a 95% customer satisfaction rate.
• Reduced average handling time by 20% through proactive issue resolution and knowledge sharing.
• Maintained a positive, empathetic, and professional attitude toward customers.
• Handled inquiries and complaints across phone, email, and live chat channels.
• Accurately documented all customer interactions in the CRM system.
• Provided comprehensive product and service support while ensuring quick issue resolution.
• Collaborated with cross-functional teams to drive customer satisfaction.

Team Leader – Airtel Kenya at Altruist Technologies Ltd (2022-12 – 2025-04)

• Supervised and coached a team of customer care agents to consistently exceed KPIs.
• Conducted training sessions and delivered regular performance feedback.
• Managed internal escalations and boosted team morale and retention.
• Monitored and reported on key performance indicators, proposing service enhancements.

Call Center Representative – Airtel Kenya at Altruist Technologies Ltd (2022-01 – 2022-06)

• Handled a high volume of customer calls with professionalism and accuracy.
• Escalated complex issues and ensured timely follow-up and resolution.
• Maintained compliance with scripts, procedures, and regulatory standards.
• Contributed to customer retention by delivering solutions-oriented support.

Teacher (Intern) at Nyanchwa Boys High School (2021-01 – 2021-04)

• Delivered engaging lessons and assessed student progress.
• Applied strong communication and interpersonal skills to guide and mentor students.
• Maintained classroom discipline and a positive learning environment.

Bachelor of Education (Arts) in Arts – Laikipia University (2016-09 – 2021-08)

Certificate in Computer Packages in Computer Packages – Elgonview College (2016-01 – 2016-03)

KCSE – St. Peter's Kerera Secondary School (2013 – 2016)

KCPE – Gatoto Community Primary School (2004 – 2012)