Victor Victien

- Victor Victien - Customer Service Representative Nairobi, Kenya SUMMARY/OBJECTIVE Dedicated and customer-focused professional with a proven track record in delivering exceptional service. Strong communication and problem-solving skills. Committed to ensuring customer satisfaction and fostering positive relationships. WORK EXPERIENCE Customer Service Representative, Southern Star Sacco | Nairobi, Kenya Jan 2023 – Sept 2023  Successfully resolved an average of 30 customer inquiries per day through phone and email, ensuring a high level of customer satisfaction.  Developed and implemented a new process that reduced response times by 20%, improving overall team efficiency.  Consistently met or exceeded key performance metrics, including first call resolution and average handling time.  Utilized CRM software to maintain detailed customer records, leading to more personalized interactions.  Collaborated with cross-functional teams to address and resolve complex customer issues promptly. Client Support Specialist, Safer Power ltd | Nairobi, Kenya May 2020– Dec 2021 ● Managed a high-volume of customer support requests through a ticketing system, consistently exceeding response time targets. ● Collaborated with the product development team to relay customer feedback and contributed to the development of new features. ● Maintained an average CSAT score of 95% through active listening and problem-solving. ● Conducted training sessions for new customer service representatives, ensuring consistent service quality. ● Analyzed customer data to identify trends and recommend process improvements to reduce customer issues. SKILLS      Customer Relationship Management Problem Resolution and Active Listening Communication Multi-Channel Support (Phone, Email) CRM Software (e.g., Salesforce)     Ticketing Systems (e.g., Zendesk) Microsoft Office Suite Data Analysis Time Management EDUCATION Moi University | Eldoret, Kenya |- Bachelor of Arts in Communication, Second Class Upper Division ● Outstanding Communication Student Award, 2018 CERTIFICATIONS/LICENSES  Customer Service Professional Certification, KASNEB, Aug 2019