David Wainaina Kinyanjui

DAVID WAINAINA KINYANJUI Nairobi Kenya-Phone - Professional Summary: Results-driven Customer Care Support Representative with 8 years of experience in delivering exceptional customer service and resolving complex issues efficiently. Adept at managing high call volumes, troubleshooting customer concerns, and ensuring customer satisfaction through proactive support strategies. Proficient in Help Desk Software, CRM Platforms, Call Scripting, IVR Systems, Call Recording, and Predictive Dialers. Strong analytical skills with expertise in Dashboards, Call Analytics, and Customer Satisfaction Surveys to improve service quality. Seeking to leverage communication and problem-solving skills to enhance customer experience and operational efficiency. Core Skills & Competencies: Customer Relationship Management (CRM) & Help Desk Software Interactive Voice Response (IVR) & Automatic Call Distribution (ACD) Call Scripting, Call Queue Management & Call Recording Predictive Dialer & Outbound Call Optimization Real-Time Monitoring (Dashboards & Wallboards) Conflict Resolution & De-escalation Techniques Customer Satisfaction Surveys & Quality Assurance Multitasking & Time Management in Fast-Paced Environments Technical Troubleshooting & Issue Resolution Team Collaboration & Training Support Professional Experience: Customer Care Support Representative Central Valley Ag. Exports, Inc -Remote |2022/01– 2025/01 Provided top-tier customer support through inbound and outbound calls, emails, and chat. Utilized Help Desk Software to log, track, and resolve customer issues efficiently. Managed CRM Software to update customer profiles, track interactions, and improve engagement. Handled Desktop Softphone & Mobile App to ensure seamless call handling. Assisted customers with automated Interactive Voice Response (IVR) systems for self-service options. Routed calls using Automatic Call Distribution (ACD) to appropriate support agents. Followed structured Call Scripting to maintain brand consistency and compliance. Recorded customer interactions using Call Recording tools for training and quality assurance. Managed Call Queue to minimize wait times and enhance customer satisfaction. Monitored real-time performance metrics through Dashboards & Call Analytics to improve service delivery. Maintained situational awareness using Wallboards for live call center updates. Conducted Customer Satisfaction Surveys to gauge service effectiveness and improve processes. Utilized Predictive Dialer for efficient outbound call handling and lead generation. Escalated unresolved issues to senior support teams while ensuring timely follow-ups. Trained and mentored new hires on customer service best practices and call center tools. Customer Service Associate Commercial ManufacturingPLC Remote|2018/01- 2021/12 Delivered multi-channel customer support via phone, email, and live chat. Handled customer account management, including billing inquiries, disputes, and troubleshooting. Assisted in onboarding and training new team members on Help Desk and CRM software. Provided technical assistance and support for product-related issues and escalations. Monitored and optimized Call Queue Management to reduce customer wait times. Education: Bachelor of arts- Communication University of Nairobi, 2017 Certifications & Training: Customer Service Excellence Certification Call Center Operations & Performance Optimization CRM & Help Desk Software Training Professional Development: Completed advanced workshops on Customer Experience Optimization & Conflict Resolution Ongoing training in Call Center Analytics, IVR Systems, and ACD Routing Participation in industry seminars on AI-driven customer service solutions Technical Proficiency: CRM Platforms: Salesforce, Zendesk, HubSpot Help Desk Software: Freshdesk, ServiceNow, LiveAgent Call Center Tools: Five9, Avaya, Talkdesk Analytics & Reporting: Power BI, Google Analytics, Tableau References: Available upon request