Hi, I’m
Calvin Monari
Customer Service Associate
Nairobi
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
years of professional experience
2
Certifications
Work History
SportyBet Kenya
Customer Service Agent
1 2021 - 06.2024
Job overview
- Communicating with current and prospective clients via telephone, email, online chat, or social media and responding promptly with resolutions according to company guidelines
- De-escalating stressful situations with clients while maintaining a calm and courteous demeanor
- Documenting client information to create, update or adjust customer accounts
- Preparing call-related information to support auditing and reporting functions
- Suggesting products and services to clients based on their requests and needs
- Answering inbound calls, generating outbound calls, or sometimes cold calling to follow up on orders.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Solved problems with products and services by providing customers with technical support.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Givedirectly Inc Kenya
Field Officer
01.2020 - 08.2020
Job overview
- GiveDirectly is the leading global NGO specialized in delivering digital cash transfers
- GiveDirectly enrolls a full village at a time, finds people in need and helps them receive financial aid
- Interviewed complainants to obtain information regarding cases
- Conducted investigations by interviewing witnesses to obtain evidence, and analyzing obtained evidence and statements
- Utilized electronic devices to capture the audio of suspects or witnesses during interviews
- Did background checks and analyzed the data of various partner organizations
- Identified potential security risks and rolled out plans to mitigate them before starting enrollment activities in the village
- Identified and eliminated ineligible households
- Conducted community entry meetings at the village level with the help of the village elder.
- Supported organizational goals by collaborating with cross-functional teams to achieve shared objectives in the field.
- Improved field operations efficiency by implementing innovative data collection and reporting techniques.
- Ensured compliance with industry standards, policies, and regulations through rigorous inspection protocols and documentation procedures.
Fiberlink
Customer Service Agent
09.2020 - 12.2020
Job overview
- Suggested products and services to clients based on their preferences and needs after listening to client requests and needs keenly
- Answered inbound calls, generated outbound calls and, in some cases cold called clients or prospects to respond to issues or follow up on orders
- Responded to client/prospect issues via telephone, email, online chat, and social media to resolve client issues quickly and according to company guidelines
- De-escalated stressful situations with clients while maintaining a courteous and calm demeanor throughout engagements
- Documented client data to create, update, or adjust customer accounts
- Prepared call-related information to support Fiberlink's auditing and reporting functions.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Streamlined communication processes for improved information exchange between customers and team members.
Zuku Internet Company
Sales Representative
01.2018 - 12.2018
Job overview
- Negotiated all contracts with prospective clients and successfully exceeded all monthly sales targets
- Helped in the determination of pricing schedules for quotes, promotions, and negotiations
- Answered client questions about credit terms, products, prices, and availability, thus, helping them make informed decisions on which services to purchase
- Coordinated sales efforts with marketing programs
- Obtained deposits and balance of payment from clients
- Prepared and submitted sales contracts for orders
- Visited clients and potential clients to evaluate their needs and promote new or alternative products and services.
Education
Cooperative University of Kenya
Diploma in Risk Management & Insurance
St Paul's University
Diploma in criminology & security management
Kings College
Certificate in Information Technology
Alison
No Degree from Certificate in Customer Service
04.2001
Skills
Interpersonal & Communication skills
Certification
Certificate in Customer Service, Alison
Accomplishments
- Highest Quality Score, Achieved a 100% quality score and a 4.9 rating for providing outstanding customer service.
- Best Customer Service Agent, Best agent in Fiberlink as I helped customer and ensured the customers were satisfied with our services.
- Recovery of Recipient Cash, I helped the recipient who had lost cash through bribes and stealing recover the money lost.
- Preventing Bribes, I achieved this by talking to recipients and making them trust me, where they were able to share bribery cases and the information they provided helps us prevent bribes and catch perpetrators.
Books
- Delivering Happiness, Tony Hsieh
- 12 Rules For Life, Jordan B. Peterson
Volunteer Experience
Volunteer, Kenya Recross, Helping victims of disaster by providing care and comfort to ill and injured service members and veterans.
Training others on lifesaving skills such as First Aid and CPR, and helping staff with blood drives.
References
- Jean Naliaka, Manager GiveDirectly Inc. Kenya, 0710349420
- Isaiah Onyango, Manager of Kings College, 0720380585
- Joseph Kangethe, Lecture St Paul's University, 0722698185
Timeline
Customer Service Agent
Fiberlink
09.2020 - 12.2020
Field Officer
Givedirectly Inc Kenya
01.2020 - 08.2020
Sales Representative
Zuku Internet Company
01.2018 - 12.2018
Alison
No Degree from Certificate in Customer Service
04.2001
Cooperative University of Kenya
Diploma in Risk Management & Insurance
St Paul's University
Diploma in criminology & security management
Kings College
Certificate in Information Technology
Customer Service Agent
SportyBet Kenya
1 2021 - 06.2024
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