Brian Kamau Mwangi

s Personal Data Date of Birth:16th April 1999. Nationality: Kenyan. Nation ID number:- Sex: Male Objectives With a background in business and information technology my goal is to build a career in a growing organization, where I can get exposure and the opportunities to prove my abilities by accepting challenges and meeting the organization’s goals to enable it to realize its vision. I would also like to climb the career ladder through continuous learning and commitment in the IT field or any other related fast-growing field. I have garnered almost two years of experience in the Customer Service Industry and the Food Industry. As a customer service executive at Kenchic PLC one of the largest chicken producers in Kenya, I have demonstrated expertise in data and call analysis, team leadership, team player, knowledge in customer service and good food practices with proven history of reducing error and increase productivity and quality. Academic Qualification Bachelor of Business Information Technology, Kenya Methodist University.7th May 2018 – 5th Nov 2022. Second Class Upper- GPA 3.26/4.0 Computer packages, Havard Institute of Technology16th Jan 2018- 30th Mar 2018. Distinction. Kenya Certificate of Secondary Education, Ituru High School5th Feb 2014- 27th Nov 2017. Grade attained: C+. Kenya Certificate of Primary Education, Thika Bell House Academy.17th May 2004-14thNov 2013. Marks attained: 333 Certification Certificate in Get Connected, CISCO. Certificate in IoT, CISCO. Certificate in Introduction to Cyber security, CISCO – In session. Skills Database & Programming Languages HTML/CSS, JavaScript, PHP, SQL. Software Tools Customer relationship management (CRM) software- Powered by Microsoft. Content management system (WordPress) Web development software (Webflow) Application software Database software Multimedia software Utility software Microsoft Dynamics Navision ERP. Communication & Interpersonal Communication Leadership Problem-solving Attention to detail Teamwork Customer service Photography. Experience Customer Service Executive – Employment Kenchic Limited. 20th March 2023 – to present. Responsibilities Contact customers to respond to inquiries and complaints and feedback using CRM. Creating marketing list- new customer links and follow ups. Bulk communication on upcoming and ongoing promotions and any communication that needs to be relayed to customers– SMS and Emails. Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as process breakdown that could lead to product quality being compromised. Product on promotion reports and data entry of new promotions. Order processing as received from customers in an accurate and timely manner. Responding to customers’ emails and calls to resolve problems such as wrong orders, delivery issues within the specified customer service standards. Ensure that the orders keyed into the system are as per the customer’s specifications. Running sales summary reports on all orders processed. Promptly attending to customer requests to exceed KPIs. Ensuring that all customers receive exemplary customer service during all contact points with the company. Conducting customer service satisfaction surveys to understand what areas of the company’s services need improvements. Assisting in identifying points of upselling and crossing selling to boost sales. Maintaining customer’s records by ensuring they are up to date by use of CRM. Identifying and escalating customer requests to managers when there’s a complex issue. Generating daily and weekly reports as requested by the administrator. Liaising with logistics and production departments to ensure the orders were ready and delivered as per the client’s requirements. Promptly attending to customer requests to exceed KPIs. Ensuring that all customers receive exemplary customer service during all contact points with the company. Customer Service Executive- Internship Kenchic Limited. 14th November 2022 – 11th March 2023 Responsibilities. Order processing as received from customers in an accurate and timely manner. Responding to customers’ emails and calls within the specified customer service standards. Ensure that the orders keyed into the system are as per the customer’s specifications. Achievements. Praised for solving and responding to customers issues in time Information Technology Attaché – Murang’a University of Technology 11th January 2021- 26th March 2021 Duties Website, System Development- Collaborated with Murang’a University webmaster staff to develop websites for the university: library.mut.ac.ke being one of them Adopted water flow methodology for quick and efficient development and deployment. Praised for developing a website for the library which established credibility of the university library. Data clean up in their online teaching and learning platform (Masomo) Networking Skills. Installation, troubleshooting, and repairs of ethernet cables, modules. Configuration of network equipment. Identifying network performance issues. Computer Maintenance and support. Updating operating systems. Blowing computers, servers and networking devices. Organizing cords. Purge systems of junk files and programs. Run regular antivirus scans. Updating passwords. Organization of data. Project Murang’a University Websites Developed a number of websites for the university some for different schools and another for the university library (library.mut.ac.ke) Project at (Kenya Methodist University) Developed an efficient mobile application for employee management with a web-based admin panel (http://kbrianm.com/adminnn ). Currently developing a point of sales system using Excel and excel developer tools. Achievements Maintained a customer retention rate of 90% for entire duration of employment. Carried out retention calls with unsatisfied customers, convincing them to continue purchasing our products. Coordinated over 100 orders daily, maintaining a 99% accuracy rate in order fulfillment. Development of working websites, mobile application and web based administrative dashboard. Interests Web design. Mobile application development. Photography. Computing Football Music Referees 1. Mr. David Kaje Murithi Lecturer, Kenya Methodist University P.O. Box-, Meru-. 2. Mr. Dafton Kamau Maina Human Resource Manager, Lauren International Flowers. P.O. Box-, Nairobi-. 3. Mr. Eric Mwangi Human Resource Manager Assistant, Kenchic Limited P.O Box- Nairobi-.