Brian

BRIAN OTIENO Address: P.O. BOX- Telephone:- /- Email:- PROFESSIONAL SUMMARY Dedicated and customer-focused professional with extensive experience in customer service and sales. Proven ability to handle customer inquiries, resolve complaints, and enhance client satisfaction through effective communication and problem-solving. Adept at working both independently and as part of a team in fast-paced environments. Seeking a customer service role to leverage my expertise in fostering positive customer relationships and delivering high-quality service. WORK EXPERIENCE Bantubet Kenya – Customer Service Representative August 2024 – February 2025 • Provided proactive customer outreach to enhance client satisfaction. • Addressed complaints and concerns in a professional and timely manner. • Offered detailed information about products and services, including promotions. • Responded to customer inquiries via chat and email. • Identified opportunities for upselling and cross-selling. Standard Focus Kenya – Customer Service Representative September 2021 – August 2024 • Resolved technical and service-related issues efficiently. • Managed customer interactions through chat and email support. • Collected and analyzed customer feedback to improve service quality. • Handled complaints, ensuring prompt resolution and customer satisfaction. D.Light Kenya – Telesales Representative August 2020 – August 2021 • Initiated sales conversations with potential customers. • Engaged customers effectively to promote products. • Answered product-related questions and provided recommendations. • Met and exceeded sales targets. • Delivered excellent customer service by addressing inquiries professionally. Betin Kenya – Customer Care Representative April 2019 – October 2019 • Maintained customer accounts by accurately recording information. • Identified and addressed customer needs to ensure satisfaction. • Provided accurate product details and assisted customers with account management. • Resolved complaints via phone and email support. Multichoice Kenya – Customer Care Agent November 2017 – March 2019 • Managed company social media interactions to enhance engagement. • Built and maintained relationships with key influencers and customers. • Provided excellent customer service through clear and effective communication. • Resolved customer inquiries and complaints professionally. Sunrise Hotel – Waiter September 2016 – February 2017 • Collected payments from customers. • Listened and resolved customer queries. • Maintained the restaurant’s organization and cleanliness. • Explained menu items and recommended dishes to customers. • Provided excellent customer service to enhance dining experience. Sarova Hotel – Waiter September 2016 • Stocked service areas with supplies such as tableware and linens. • Escorted customers to their tables. • Described and recommended wine selections to customers. • Cleared tables and assisted in food preparation duties. Elipa Supermarket – Merchandiser February 2016 – July 2016 • Collaborated with buyers, suppliers, and distributors. • Used visual techniques to attract customers to food products. • Maximized customer interest and sales through effective product displays. • Maintained store shelves and inventory. Britam Insurance Company – Financial Advisor November 2015 – January 2016 • Helped clients plan short- and long-term financial goals. • Solicited clients through telephone, mail, and referrals. • Recommended insurance products and policies to clients. • Maintained proper documentation for all client transactions. Beta Healthcare International Ltd – Casual Worker December 2013 – September 2015 • Assisted in daily company operations. • Packaged and arranged pharmaceutical products. • Transported materials between departments. • Completed worksheets and maintained documentation. EDUCATION BACKGROUND Muhuri Muchiri Secondary School – Kenya Certificate of Secondary Education (2013) Uhuru Primary School – Kenya Certificate of Primary Education (2009) TRAINING & CERTIFICATION CAP Youth Empowerment Institute – Hospitality, Distinction (2018) Generation Kenya Program – Certificate in Call Center Operations, Distinction (2017) Generation Kenya – Financial Sales, Distinction (2015) SKILLS • Excellent Communication & Interpersonal Skills • Conflict Resolution & Problem-Solving • Customer Relationship Management • Sales & Upselling Techniques • Time Management & Multitasking • Teamwork & Adaptability • Proficiency in MS Office (Word, Excel, Outlook) REFEREES Catherine Gachanja CAP Youth Empowerment Facilitator Cell:- Daniel Okusi Sunrise Hotel Manager Cell:- James Kimutai Generation Kenya Facilitator Cell:-