Andrew Baraza

I am a proactive high school student with 2.5 years of work experience and proven knowledge of conflict resolution, 
vendor, and customer communication. Aiming to leverage my abilities to successfully fill the Customer Service 
Representative role at your company or any role that best fit my abilities and experience. Frequently praised 
as efficient by my peers. I can be relied upon to help your company achieve its goals.

CUSTOMER SERVICE REPRESENTATIVE, HORIZON CONTACT CENTRES 
(MULTICHOICE KENYA – DSTV & GOTV)
• Responded to customer questions and rang up sales.
• Handled customer inquiries in-person and over the phone.
• Informed new and recent customers of upcoming promotions and specials.
• Entered relevant customer payment information into computer database system.
• Gathered information to determine customer needs.
• Quoted prices and encouraged customers to buy.
• Explained product options, related charges and mandatory disclosures clearly and 
concisely.
• Used product information, client tools, scripting, and rebuttals to overcome 
resistance.

SALES AGENT, HORIZON CONTACT CENTRES (AIG INSURANCE)
• Through directed qualifying conversations, delivered 20% more upsells than department 
average.
• Built relationships with clients to surpass customer renewal rate by 84%.
• Scored 97% in bi-annual product knowledge tests.
• Submit all required paperwork to establish insurance for new customers.
• Generated leads from calling clients contacted during previous campaigns.
• Cross sold other company products to existing client.
• Assisted remote agents/client by quoting products via the in-system office application.
• Achieved 100% mandatory compliance and 98 % quality scores in my monthly 
performance report.
• Analyzed potential client requirements and prepare comprehensive plans that meet 
individual insurance needs.

CUSTOMER SERVICE REPRESENTATIVE, HORIZON CONTACT CENTRES (AIG 
INSURANCE)
• Answered customer phone calls answering questions and offering services.
• Entered customer service notes into customer files after any contact for future 
reference.
• Participated in meetings for potential new and lost business.
• Explained in depth policy information, educating consumers on products that best suited 
their needs.
• Responded to correspondence or forwarded to appropriate department
• Prepared personalized insurance quotes and closed sales
• Performed in the top 10% of agents in lead generation and efficiencies such as handle time and quality of service 

IGSCE CERTIFICATION, GREENSTEDS INTERNATIONAL SCHOOL
•English –A-
•Biology -C
•History –A-
•Mathematics C-
•Member of Computer Club
•Member of the Debate Club
•PE -B
•Music -C
•Member of Wildlife Club
•ICT (Core) –B*
•Work Studies A*

CLUBS & HONORS
•Goalkeeper of the Tournament Award (2015,2016 & 2018)
•Most improvement noted in Academic performance (Distinction Award)
•Award for Wildlife conservation (Award given by the Nakuru National Park)
•Member of the Hockey Team
•Law (Civil) B*
•Member of the Film Society Club
•Captain of the B –Team Football Squad
•Award for Athletic Performance (Distinction Award)