Kelvin Muthoni

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 -