Dennis Kavuwa | Freelancer Resume

Dennis Brian Kavuwa Results-oriented Customer Service Specialist with 3+ years of experience delivering impactful support in fast-paced environments. Proven track record in streamlining digital onboarding, reducing support ticket volumes, and enhancing customer satisfaction through data-driven process improvements. Adept at using CRM tools, managing multi-channel communications, and ensuring strict compliance with operational guidelines.- - Nairobi, Kenya dennis-kavuwa-2a- WORK EXPERIENCE Inﬂux Customer Service Specialist May 2020 - Jul 2024 • Optimized Support Processes: Reduced average resolution time by 20% through process improvements and effective ticket triaging. • Enhanced Digital Onboarding: Increased onboarding completion rates by 15% by reﬁning data capture processes and proactive follow-ups. • Quality Documentation: Revamped and maintained knowledge base documentation, boosting self-service support usage by 25% and decreasing repeat inquiries. • Efﬁcient Multichannel Support: Managed 20–30+ inbound inquiries daily via phone, email, and chat, ensuring timely and accurate resolutions. • Team Collaboration: Worked closely with cross-functional teams to escalate complex issues and reﬁne customer service procedures. Opera Limited Senior Content Moderator Oct 2018 - Aug 2019 • Process Standardization: Developed and implemented standardized moderation procedures, increasing operational efﬁciency by 25%. • Client Engagement: Collaborated with team members to address customer feedback and enhance service delivery standards. Cloudfactory Kenya Data Annotator January 2020 - December 2021 • Data Integrity: Accurately labeled and categorized datasets, achieving over 98% accuracy, ensuring quality control and reliable reporting. • Process Collaboration: Worked with cross-functional teams to optimize data workﬂows and maintain compliance with project standards. • Feedback: Provided actionable feedback to improve annotation processes, resulting in more efﬁcient workﬂows and higher data quality. • Documentation: Maintained meticulous documentation of annotations to support continuous training and quality assurance efforts. EDUCATION Chuka University Bachelor’s in Economics and Sociology August 2014 - October 2018 Kanjuri Highschool Kenya Certiﬁcate of Secondary Education - B plain SKILLS • • • • • • • • Customer Support & Client Onboarding Digital Platforms & CRM Systems (e.g., Zendesk, Shopify) Process Improvement & Operational Efﬁciency Compliance & KYC Adherence Data Analysis & Reporting Strong Written & Verbal Communication Cross-Functional Collaboration Microsoft Ofﬁce Suite & Google Workspace CERTIFICATE February 2010 - September 2013 A.I Career Essentials The comprehensive program focuses on developing key professional and technical skills for leveraging AI technology in today's digital workplace. It covers AI fundamentals, practical applications, problem-solving, and automation, preparing professionals to integrate AI-driven solutions into various industries. Datacom - Service Desk Job Simulation • Completed a job simulation involving IT support and incident management for Datacom's managed services team, honing skills in critical issue prioritization and resolution in a high-stakes environment. • Developed expertise in ITIL processes, speciﬁcally in categorizing, logging, and escalating incidents, ensuring alignment with industry best practices for efﬁcient service management. • Enhanced problem-solving abilities by diagnosing and resolving a complex network outage issue, employing analytical thinking to assess impact and urgency across multiple client tickets. • Strengthened communication skills by crafting empathetic and clear follow-up communications to affected users, demonstrating a commitment to maintaining customer satisfaction and trust during IT crises.