Hi, I’m
CALVIN MONARI
Customer Service Associate
Nairobi
Summary
A diligent, proactive, and quality-driven Customer Service and Quality Assurance Professional committed to leveraging exceptional communication, problem-solving, and learning agility to drive customer satisfaction and operational excellence. Skilled in CRM tools, multi-channel communication, and stakeholder engagement, with a strong commitment to fostering trust and driving impactful, customer-focused solutions. Proven track record handling complex customer interactions and implementing strategies that enhance service quality while fostering trust and transparency.
Overview
5
years of professional experience
2
Certificates
Work History
Uber/Bolt/Little Cab
Hailing App Driver
01.2025 - 05.2025
Job overview
- Provided safe and timely transportation services to clients across Nairobi, ensuring high levels of customer satisfaction.
- Navigated efficiently using GPS and local knowledge to optimise routes and reduce travel time.
- Maintained a clean driving record and upheld vehicle safety through daily checks and basic maintenance.
- Delivered professional and courteous service, achieving consistently high passenger ratings.
- Managed cashless and cash transactions securely in compliance with platform policies.
SportyBet Kenya
Quality Assurance Supervisor
01.2024 - 12.2024
Job overview
- Ensured the delivery of top-tier customer service by analysing and optimising support processes, maintaining compliance standards, and enhancing team performance through structured feedback and strategic improvements.
- Conducted detailed evaluations of customer service interactions across various channels, ensuring adherence to company quality standards and protocols.
- Identified trends in customer complaints and agent performance, providing actionable insights to management for process improvements.
- Collaborated with team leaders to design and deliver training sessions aimed at addressing performance gaps and enhancing service consistency.
- Maintained meticulous documentation of quality assessments, audits, and feedback to track progress and inform strategic decisions.
- Liaised between customer service teams and senior management, communicating quality-related findings and suggesting operational enhancements.
- Supported the development of key performance indicators (KPIs) for the customer service department, aligning team objectives with organisational goals.
- Regularly reviewed and updated quality assurance guidelines to reflect evolving customer expectations and industry standards.
SportyBet Kenya
Customer Service Supervisor
04.2023 - 12.2023
Job overview
- Led a team of 10+ customer service representatives, fostering a high-performance culture to deliver superior client support, streamline operations, and drive customer loyalty.
- Oversaw day-to-day operations of customer communication channels, including telephone, email, live chat, and social media, ensuring prompt and professional responses to client inquiries.
- Liaised between the customer service team and senior management, providing feedback on recurring customer pain points and recommending product and service enhancements.
- Championed process improvements that enhanced call handling efficiency and reduced service errors, increasing customer retention.
- Handled escalated customer issues with diplomacy and efficiency, achieving a 90% resolution rate on first contact.
- Monitored team performance metrics, identifying training needs and conducting skill enhancement sessions for enhanced employee productivity.
- Generated and presented detailed reports on customer interactions, complaint trends, and team performance to management, enabling data-driven decision-making.
SportyBet Kenya
Customer Service Agent
10.2022 - 03.2023
Job overview
- Delivered exceptional customer support across multiple communication channels, consistently meeting performance targets and maintaining high standards of professionalism and customer satisfaction.
- Handled high-volume inbound customer inquiries via telephone, email, live chat, and social media platforms, providing accurate information and timely resolutions.
- Resolved customer complaints and technical issues related to betting accounts, payment processing, and platform navigation with patience and expertise.
- Maintained comprehensive knowledge of company products, services, and policies to provide accurate guidance to customers.
- Consistently achieved performance metrics including call resolution time, customer satisfaction scores, and quality assurance targets.
- Documented customer interactions and feedback in CRM systems, contributing to service improvement initiatives and trend analysis.
- Collaborated with cross-functional teams including technical support, finance, and compliance to ensure seamless customer experience.
GiveDirectly Inc Kenya
Recipient Welfare Officer
01.2021 - 09.2021
Job overview
- Enhanced beneficiary communication and operational efficiency by combining customer-centric strategies with field operations to ensure seamless service delivery and issue resolution.
- Conducted remote interviews with beneficiaries to gather information, ensuring all data was verified and accurately recorded in compliance with organisational standards.
- Investigated and resolved upwards of 90% beneficiary disputes within optimal timeframes by collaborating with field and support teams.
- Delivered virtual training sessions to beneficiaries on programme processes, ensuring they understood enrolment steps and cash transfer mechanisms.
- Identified potential risks in beneficiary interactions and reported them promptly, contributing to enhanced programme transparency and accountability.
- Reported actionable insights to improve service delivery and beneficiary satisfaction.
- Coordinated with cross-functional teams to streamline the communication process between the organisation and the beneficiaries for timely updates and resolutions.
Fiberlink
Customer Service Associate
01.2020 - 12.2020
Job overview
- Managed high volumes of customer interactions with a 95% customer satisfaction, driving satisfaction and retention.
- Delivered exceptional customer experiences by providing prompt professional responses to client inquiries through telephone, email, online chat, and social media platforms.
- Built trust and maintained client satisfaction by de-escalating challenging situations.
- Identified customer needs and recommended tailored products and services.
- Documented and updated customer account information in compliance with company guidelines.
- Supported audit and reporting functions by preparing detailed and accurate call-related data for management review.
- Enhanced information flow between customers and internal teams for quicker resolution of issues.
- Provided feedback on common customer pain points, influencing updates to service policies for improved client experiences.
Education
St Paul's UniversityNairobi, Kenya
Diploma from Criminology & Security Management
10-2021
Kings CollegeNairobi, Kenya
Certificate from Information Technology
08-2016
Skills
Achieved Highest Quality Score: Attained a 100% quality score and a 49 rating for delivering outstanding customer service
Earned the Best Customer Service Agent award at Fiberlink for ensuring customer satisfaction and fostering loyalty through exceptional service
Implemented quality assurance frameworks and training initiatives that led to a 15% improvement in customer satisfaction ratings and operational efficiency
Customer Service & Communication Expertise: Adept at managing multi-channel communication, including calls, emails, live chat, and social media, ensuring customer satisfaction
Quality Assurance & Performance Management: Skilled in evaluating service quality, identifying trends, and implementing improvements to drive customer loyalty and operational efficiency
Leadership & Team Development: Proven ability to lead and mentor teams, enhancing productivity and fostering a high-performance culture
Problem Solving & Conflict Resolution: Proficient in de-escalating challenging situations and resolving complaints effectively to maintain client trust
Process Optimisation: Experienced in streamlining workflows, reducing service errors, and improving response times to enhance overall efficiency
Computer Proficiency & Digital Literacy
CRM
Live chat support
Call Control
Microsoft Office Suite
Information Verification
Stakeholder Engagement
Client Relations
Learning Agility & Adaptability
Time Management
Certification
Certificate in Customer Service, Alison
Timeline
Hailing App Driver
Uber/Bolt/Little Cab
01.2025 - 05.2025
Quality Assurance Supervisor
SportyBet Kenya
01.2024 - 12.2024
Customer Service Supervisor
SportyBet Kenya
04.2023 - 12.2023
Customer Service Agent
SportyBet Kenya
10.2022 - 03.2023
Recipient Welfare Officer
GiveDirectly Inc Kenya
01.2021 - 09.2021
Customer Service Associate
Fiberlink
01.2020 - 12.2020
Kings College
Certificate from Information Technology
St Paul's University
Diploma from Criminology & Security Management
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.