Kelvin Musyoka

KELVIN NZIOKI MUSYOKA |- NAIROBI |- Summary A Customer Support Specialist with over 4 years of experience in the field. I’m accustomed to working on multiple projects simultaneously, and I can offer new ideas to help your company grow and surpass all goals and objectives. My relevant experience includes the following: ● ● ● Making and receiving 90+ calls a day to assist and signing new customers. Implementing a new strategy that reduced customer cancellation by 5% and contributed to a 10% annual revenue increase. Maintaining a 80% customer satisfaction rating (10% higher than the company average) My experience at my current company and the few more I have worked with helped me develop leadership skills, gain organizational skills and develop extensive knowledge of how to upsell services and goods to potential clients. Education Background Moi University-Nairobi Kenya October 2013- February 2016 Bachelors in Business Management and Economics Kenya Institute of Business Management Nairobi,Kenya August 2013- July 2014 Certificate in Management Microsoft 365 Fundamentals - Certification November 2023 Kangundo High School-Nairobi,Kenya Professional Work Experience March 2021 - Present Ezy Chain Limited Team Lead Customer Support Responsibilities ● Selling loan products and meeting loan production targets ● Performing business development tasks, including managing the pipeline by generating leads and referral business, and maintaining relationships with existing and past clients ● Meeting and communicating with applicants to explain the risks and benefits, as well as the terms of loan products and government regulations ● Obtaining relevant information and evaluating applicants' financial status, including credit history, debt-to-income ratio, and appraisal reports, to determine recommendation for loan approval ● Ensuring all necessary information and documentation is submitted to the loan underwriting department, and is recorded properly in electronic file format ● Maintaining current knowledge of all applicable lending regulations, the economy, market rates, vendors, and competitors ● Contacting brokers on broker-related issues such as rates change and new products launch ● Data entry ZOHO CRM April 2019-Jan 2021 Kenoobi Group Limited BDM/Customer Relationship Officer Responsibilities . ● I lead a sales team by providing guidance, training and mentorship, setting sales quotas and goals, creating sales plans,analyzing data, assigning sales territories and building their team. ● Managing organizational sales by developing a business plan that covers sales,revenue, and expense controls. ● Meeting planned sales goals. ● Setting individual sales targets with the sales team. ● Tracking sales goals and reporting results as necessary. ● Overseeing the activities and performance of the sales team. ● Coordinating with marketing on lead generation. ● Developing your sales team through motivation,counseling, and product knowledge education. ● Understand our ideal customers and how they relate to our products. April 2018 - September 2019 Creative Brands Group Customer Care Specialist Responsibilities were; ● Responding to customer queries in a timely and accurate way, via phone, email or chat. ● Identifying customer needs and helping customers use specific features in our online payments products. ● Updating our internal databases with information about technical issues and useful discussions with customers ● Monitoring customer complaints on social media and reaching out to provide assistance. ● Sharing feature requests and effective workarounds with team members ● Informing customers about new features and functionalities in our applications. ● Following up with customers to ensure their technical issues are resolved. ● Gathering customer feedback and sharing with our Product, Sales and Marketing teams. ● Assisting in training junior Customer Support Representatives. - Safaricom PLC Customer Support Intern Responsibilities ● Call center client support where I answered clients queries on mobile queries ● I advised clients on promotions and new features ● Helped renew sim cards and helping clients with lost pins and passwords to their sim cards ● Provided solution to money reversal clients who sent money to the wrong numbers ● Escalated issues that were out hand Referees available on request