Christopher Onyango Ochieng

Christopher Onyango Ochieng - • Nairobi - 00100, Kenya •- CUSTOMER SERVICE REPRESENTATIVE [Customer Service, Customer Support, Data Entry, Phone Support, Telecommunications, Email Marketing] PROFESSIONAL SUMMARY Accomplished Call Center Customer Care Representative with over 3 years of expertise in delivering superior service and demonstrating exceptional multitasking capabilities. Proficient in managing outbound and inbound calls, with a strong ability to handle emergencies with patience and precision. Committed to cultivating professional relationships to enhance profitability and drive business results through courteous, prompt, detailed, and accurate support. WORK EXPERIENCE Majorel - Nairobi, Kenya CUSTOMER CARE REPRESENTATIVE May 2021 – June 2024 Customer Service Representative Tier 2 - Bolt London Ops, responsible for enrolling new drivers in London and verifying newly uploaded driver documents, ensuring compliance with TfL and company standards for smooth platform operations. • Proactively contacted drivers with expiring documents, advising them to upload new documentation before account suspension to ensure strict adherence to Transport for London (TfL) regulations. • Reviewed, validated, and approved 120 new documents uploaded daily by London drivers, ensuring compliance with TfL and enabling blocked drivers to resume work. • Regularly reviewed and validated drivers' documents (e.g., MOT, Driver License, PHL, PHV, Vehicle Insurance Certificate, V5C) to ensure compliance with Transport for London (TfL) regulations and maintained up-to-date records. Customer Service Representative Tier 1 - Bolt Customer Care Agent proficiently handled UK-based drivers and passengers complains and concerns, ensuring customer satisfaction and loyalty after challenging experiences while upholding company processes and strict adherence to operational standards. • Managed a high volume of calls (80-100 daily), handling 60-80 emails and chats with exceptional composure, maintaining a 95% customer satisfaction rate. • Provided timely and effective customer support via phone, email, and chat channels, consistently exceeding service level agreements and achieving high customer satisfaction ratings. • Delivered prompt and efficient assistance across multiple platforms (phone, email, chat), resulting in a significant increase in first-call resolutions and customer retention. • Offered empathetic support to app users, resolving challenges swiftly, and building strong customer loyalty and advocacy for the company's brand. • Maintained a positive and professional demeanor, fostering trust and enhancing customer satisfaction scores by consistently surpassing service expectations, resulting in a 15% increase in positive feedback. • Proactively escalated unresolved issues to relevant internal teams, contributing to streamlined resolution processes and ensuring comprehensive customer issue resolution. • Demonstrated exceptional multitasking abilities by efficiently navigating systems, recording detailed notes, and addressing client inquiries simultaneously, improving operational efficiency and client satisfaction metrics. ICS College Nairobi (East Africa Institute of Certified Studies) Nairobi, Kenya TUTOR – COUNSELING PSYCHOLOGY Feb 2020 - May 2021 • Experienced in teaching diploma and certificate students, specializing in counseling to enhance academic and personal development through tailored guidance and interactive learning experiences. • Mentored students in counseling psychology, providing expert guidance on academic and career goals, supporting them in overcoming personal and academic challenges through tailored interventions, resulting in a 20% increase in overall academic performance. • Facilitated one-on-one and group tutoring sessions in counseling psychology, enabling students to master complex concepts and significantly improve their academic performance. • Collaborated in the creation and refinement of course materials, ensuring they met professional counseling standards and effectively addressed the diverse needs of students. • Fostering a positive and inclusive learning environment, encouraging active participation and engagement, which led to a 40% increase in student involvement and a 35% rise in course completion rates. • Assessed student progress through comprehensive evaluations, providing insightful and constructive feedback to promote continuous improvement and boost confidence in their counseling skills. • Empowered underachieving students to reach their target attainment levels through individualized coaching and tailored activities, resulting in a 50% improvement in their academic performance. • Organized and led review sessions to prepare students for tests and exams, utilizing a variety of evidence-based teaching methods to effectively support diverse range of learners. KIPS College - Kenya Institute of Professional Studies - Nairobi, Kenya ONLINE TUTOR - COUNSELING PSYCHOLOGY Jan 2021 – May 2021 • Enhanced the learning experience and facilitated effective remote instruction by integrating advanced educational technology and multimedia resources, enhancing student engagement and comprehension. • Provided targeted academic and career guidance, employing evidence-based counseling techniques to help students overcome personal and academic challenges and set realistic, achievable goals. • Designed and implemented comprehensive, evidence-based lesson plans tailored to individual student needs, aligning with professional counseling standards and fostering academic excellence, resulting in a 20% increase in student test scores. • Delivered dynamic and interactive lectures, tutorials, and workshops using diverse online tools and platforms, resulting in a measurable improvement in student participation and understanding of complex psychological concepts. • Cultivated a positive and inclusive online learning environment, promoting active participation and fostering a sense of community among students, which increased student satisfaction and retention rates by 40%. • Maintained detailed and comprehensive records of student progress, utilizing data-driven insights to inform and refine future instruction, and to identify and address specific areas for improvement. • Promptly responded to email and telephone inquiries, providing students with detailed, accurate, and specific information, ensuring a high level of student support and satisfaction. Content Supervisor (Seasonal) Kenya National Bureau of Statistics (KNBS) August 2019 • Supervised and coordinated a team of 10 enumerators, achieving a 98% accuracy rate in data collection during the 2018 census. • Conducted quality checks on 800+ data entries, resolving discrepancies and ensuring 100% data integrity and reliability. • Provided training and support to enumerators, enhancing their understanding of data collection procedures and overall performance. Registration Assistant (Seasonal) Huduma Number 2019 - Ministry of Interior and Coordination of National Government April – May 2019 • Assisted in the registration process for 3,500+ individuals for the Huduma Number initiative, ensuring 99% accuracy in data entry and verification of personal details. • Provided consultative support to over 300 individuals daily during the Huduma Number registration process, addressing inquiries and resolving issues, achieving a 95% customer satisfaction rate. • Maintained detailed records of registered individuals, ensuring data confidentiality and compliance with government regulations, achieving a 100% compliance rate. Data Clerk and Field Officer IMPACT Research & Development Organization (Global Fund HIV Program) February – May 2017 • Collected and managed data from participants in the Global Fund HIV Program, ensuring 98% accuracy in entry and maintenance of records in the database. • Conducted field visits to 14 sites, supporting program participants and ensuring accurate reporting and 90% program effectiveness. • Collaborated with the research team to analyze data and generate reports, contributing to actionable insights that improved program outcomes. PROFESSIONAL SKILLS • Advanced Call Center Operations Expertise • Proficient in Verbal and Written Communication • Experienced in handling inbound calls and emails professionally. • Skilled in resolving customer inquiries and ensuring strong satisfaction. • Capable of escalating customer feedback as required. • Demonstrates excellent interpersonal, written, and verbal communication skills. • Adept at multitasking and maintaining good phone etiquette. • Pays strong attention to detail and delivers high-standard work. • Self-starter who demonstrates a high level of resilience. • Adaptable and thrives in changing environments. • Exceptional Active Listening Abilities • Strong Problem-Solving Aptitude • In-depth Product Knowledge • Proficiency in Microsoft Office Suite • Skilled in Call Management • Conflict resolution and negotiation skills EDUCATION • Moi University - Eldoret, Uasin Gishu County, Kenya Bachelor of Arts Psychology - Dec 2017 • Kimilili Boys High School - Kimilili, Bungoma County, Kenya High School Diploma - Dec 2008 OTHER CERTIFICATIONS • Adherence Counseling: May 2019 • Trauma in Psychological Debriefing: February 2019 • HIV Testing and Counseling: December 2018 • Drug & Substance Abuse Counseling: October 2018 • Kenya Sign Language: July 2018 • STATA Data Analysis: August 2018 • Web Design: December 2016 • Social & Behavioral Research: October 2016 • Graphic Design: September 2016 • Computer Packages: August 2016 • CITI Good Clinical Practice: September 2015 • Statistical Packages for Social Science (SPSS): March 2015 PROFESSIONAL MEMBERSHIPS • Associate Counselor, KCPA (Kenya Counselling & Psychological Association), KCPA/5979/20