Kelvin Muthoni
Kahawa wendani, Nairobi, Kenya • - •-• linkedin.com/in/kelvin-muthoni-
Personal Statement
I am a highly motivated, conscious, and competent collaborator who possesses in-depth knowledge and
experience within this customer service industry. With a proven track record of achievements, I can bring
positivity, support, and a creative mindset to any team. I pride myself on taking ownership of challenging
problems, maintaining high standards, and assisting my employer in achieving their commercial
objectives. With a desire and passion for continuous professional development, I am confident I can add
value to your organization by always ensuring your clients receive the best service possible. With more
than 2 years of experience in similar roles, I can be relied upon to deliver everything that I set up to
achieve while always seeking ways to help my employer grow and save them money at the same time.
WORK EXPERIENCE
CCI KENYA• CAMPAIGN-GRUBHUB 08/2022 - Present
Customer Service Representative
• Multichannel Customer Support: Managed high-volume customer contacts through diverse channels
i.e. inbound and outbound calls, chats, and emails.
• Order Issue Resolution: Addressed late orders, quality issues, and missing items promptly.
Compensated customers using credits for late deliveries and refunded orders with quality concerns.
• Efficient Coordination: Facilitated seamless communication with restaurant partners, confirming,
delivering, and adjusting orders.
• Documentation and Collaboration: Executed real-time updates to restaurant account settings,
maintaining detailed documentation. Collaborated with cross-functional teams for comprehensive
issue resolution.
• Operational Excellence: Adhered to policies and procedures, contributing to organizational consistency
and excellence.
• Quality Focus: Delivered high-quality work, exceeding productivity standards. Actively engaged in
feedback sessions for continuous improvement.
• Strategic Contribution: Worked closely with leadership to achieve call center goals, contributing to
world-class customer care.
CCI KENYA• CAMPAIGN-VACASA 01/2022 - 07/2022
Customer Service Representative
• Reservation Management: Expertly managed guest reservations and bookings, ensuring a seamless
and delightful experience throughout their stay.
• Guest Support: Responded promptly to guest queries through call and chat queues, delivering
topnotch service and resolutions.
• Personalized Guest Experience: Provided personalized guest experiences through calls and chats,
educating customers about our rental vacation offerings and services.
• Supervisory Escalations: Successfully handled supervisor escalations, collaborating with lead
managers to ensure guest satisfaction and resolution upon request.
PART-TIME• 02/2018- present
Fashion and Design Entrepreneurship Experience
. Redbubble Shop Ownership: Founded and managed a successful Redbubble shop, featuring
diverse, original designs across merchandise categories.
. Graphic Design: Applied graphic design skills to craft visually appealing and marketable designs
for a variety of products.
. E-commerce and Customer Relations: Oversaw end-to-end e-commerce operations, ensuring a
seamless shopping experience and fostering customer engagement and loyalty.
. Sales and Customer Engagement: Achieved successful sales outcomes by actively engaging with
customers, fostering loyalty through effective communication, and upholding a commitment to
delivering high-quality products.
. Interior Decor and Fashion Design Specialization: Specialized in interior decoration, creating
bespoke curtains, pillows, and decor items. Provided personalized color recommendations
based
on house decor.
African AI• 03/2019- 11/2020
DATA ANNOTATION Human
KeyPoint
. Accurate KeyPoint Identification: Annotated human key points in 30 images, ensuring accurate
identification of joints and critical body points for precise pose estimation.
.
Pose Estimation Training Data Creation: Developed datasets for training machine learning
models in human pose estimation, contributing to improved understanding and prediction of
body poses.
. Annotator Training and Guidelines: Provided comprehensive training to annotators, ensuring a
deep understanding of anatomy and pose estimation techniques. Developed and maintained
annotation guidelines for consistency.
. Quality Assurance Checks: Implemented rigorous quality assurance checks, conducting regular
audits to uphold the accuracy and reliability of annotated datasets.
. Privacy and Security Measures: Implemented stringent privacy measures to protect sensitive
human data during the annotation process, ensuring compliance with data protection
regulations.
EDUCATION
Bachelor's Degree in Fashion Design and Marketing
Kenyatta University • Kenya • 08/2016 - 12/2021
SKILLS
. Exception communication skills.
. Proficient in the use of all Microsoft Office applications and a typing speed of 30 WPM.
. Multitasking and Time Management.
. A strong collaborator who always puts the need of a team first.
Solution-Oriented Approach.
. A fast learner with a proven track record of achievement.
. An adaptable approach to change, and someone who takes responsibility for their ongoing.
professional development.
. E-commerce Experience.
. Technical Proficiency.
. Exceptional Time Management.
REFEREES
Joyce Wanjiku- Team leader Grubhub CCI Kenya
--Peninah Magak -Quality Manager- Grubhub
CCI Kenya--
Mirriam
manager
Wanjiru
-General
Africa
AI
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