KELVIN GATUNDU
- ·-· Nairobi, Kenya
PROFESSIONAL SUMMARY
Highly competent and dedicated customer service agent with over two years of
experience delivering exceptional support in fast-paced environments. Proven ability to
resolve complex issues efficiently and enhance customer satisfaction. Known for a
proactive approach and commitment to going above and beyond for customers. Adept at
handling high-volume inquiries while maintaining a positive and professional
demeanor. An avid learner with a genuine passion for learning and research,
consistently driven by a desire to explore new concepts and commitment to continuous
professional development.
KEY COMPETENCIES
Communication skills
Technical proficiency
Time management
Emotional intelligence
Learning agility
Tenacity
Team collaboration
Adaptability
Problem-solving skills
PROFESSIONAL EXPERIENCE
Data Researcher at eCore Services
Roles and Responsibilities
● Lead generation
● Data enrichment
● Data validation and cleansing
September 2022 – Present
Customer Support Agent at Clipboard
May 2020 – June 2022
Health through Influx, Inc. (agency)
Roles and Responsibilities
● Picking inbound calls and responding to emails to resolve customer
concerns
● Security verification and precise documentation of all on-call interactions
● Troubleshooting and escalating technical issues to relevant internal teams
● Post-call follow-up of unresolved customer concerns
● Occasionally taking overtime hours to clear text and email backlogs
● As the second in command (2IC), managing agents in the absence of the
Client Team Leaders (CTLs)
● Submitting attendance and productivity reports on behalf of the CTLs
Awards
Nov 13, 2021 – Certificate of Achievement: Over 90% in QA for 4 consecutive weeks
Feb 12, 2022 - Certificate of Achievement: QA Rockstar for the week ending Feb 12,
2022 (98.33%)
June 2022 - Monthly Product Knowledge Test (PKT) winner
EDUCATION
Sep 2015 – Jan 2020: Bachelor of Economics, University of Nairobi
May 2015 – Aug 2015: International Computer Driving License (ICDL)
Feb 2010 – Nov 2014: Kenya Certificate of Secondary Education (KCSE)
Jan 2003 – Nov 2010: Kenya Certificate of Primary Education (KCPE)
