Kevin Thiong'o Njoroge-| - | Nairobi | https://www.linkedin.com/in/kevin-thiong-o-35969b95
CAREER PROFILE SUMMARY
Dedicated and customer-centric professional with 9 years of experience in the service industry, including over 6 years in
customer-facing roles. Proven track record at Tarko Shell Local Eatery, where I consistently achieved a 90% resolution
rate and improved customer satisfaction by 15%. Skilled in customer relationship management, communication and
ICT. Known for effectively addressing customer concerns by providing outstanding service and a commitment to
creating value to both the customer and organization.
EDUCATION
Mount Kenya University
Bachelor of Arts in Mass Media and Communication
Nairobi
Graduation Date: Dec 2017
University of Nairobi
Diploma in Public Relations
Nairobi
Graduation Date: Aug 2014
University of Nairobi
Certificate in Public Relations
Nairobi
Graduation Date: Jul 2011
Kenya Polytechnic
Bridge Course, Polytechnical Mathematics
Nairobi
Graduation Date: Aug 2010
Kirwara High School
Kenya Certificate of Secondary Education
Thika
Graduation Date: Nov 2009
SKILLS & INTERESTS
Skills: Customer Service, Customer Relations, Relationship Management, Credit Management, Task Accuracy,
Analytical Skills, Communication and Interpersonal Skills, ICT Competence, Problem-Solving, Conflict
Resolution, Empathy, Active Listening, Time Management
WORK EXPERIENCE
Online IELTS and TOEFL Speaking Teacher
Online IELTS and TOEFL Speaking Teacher
Nairobi
Sep 2023 - Present
Develop foundational skills in pronunciation and grammar, tailored to both beginners and advanced students.
Delivered over 300 hours of tailored instruction to enhance fluency and confidence for IELTS and TOEFL speaking
exams, resulting in a 95% student satisfaction rate on post-course evaluations.
Implemented a structured feedback mechanism that reduced student anxiety levels by 30%, contributing to a more
engaging learning environment and higher retention rates among participants.
Tarko Shell Local Eatery
Customer Service Personnel
Nairobi
Jan 2018 - Sep 2023
Managed an average of 20 customer queries daily with a 90% resolution rate, contributing to a 15% improvement in
customer satisfaction.
Implemented performance tracking metrics that monitored adherence to established communication protocols, driving
accountability among staff and achieving an improvement in compliance rates from 70% to 90% over a one-year
period.
Developed and implemented a comprehensive training program that improved first-call resolution rates from 65% to
85%, resulting in a significant increase in customer satisfaction scores by 20%.
Streamlined cash register operations by implementing advanced CRM tools, achieving a 98% accuracy rate in
payment processing and improving transaction speed by 30% during peak hours.
Developed structured reporting systems using Excel to analyze sales data, leading to actionable insights that boosted
upsell opportunities by 40% and enhanced overall customer satisfaction scores by 15%.
Kenya Medical Research Institute (KEMRI/CRDR)
Communication and Data Intern
Nairobi
Jun 2017 - Nov 2017
Managed social media accounts and developed strategies to enhance customer awareness, while conducting research
to align with business needs and document communication details.
Processed medical reports in compliance with GDPR guidelines, assisted an average of 20 clients per day, and
ensured customer satisfaction by facilitating accurate reimbursement of participant travel funds.
LEADERSHIP EXPERIENCE
Grand Loftiers Youth Group
Project Coordinator (Voluntary)
Thika
Jan 2013 - Jan 2014
Developed and implemented quality assurance controls and maintained project schedules, ensuring adherence to
timelines and standards.
Managed work streams for both routine and special projects, documenting hours and budget expenses to enhance
future project referencing.
CERTIFICATION
Customer Relationship Management , Great Learning Attained: Jun 2023
Protecting Human Research Participants, NIH Attained: Jun 2017
Good Clinical Practices, NIDA Attained: Jun 2017
REFERENCES
Erick Njuki Gachoki , Chief Lab Technologist | KEMRI/CRDR
Email:-Tel: -
Mutune wa Gitau, Lecturer University of Nairobi
Email:-Tel: -
Samuel Kochomay , Lecturer Department of Mass Communication, Mount Kenya University
Email:-Tel: -
