Kelvin Kalii

I have over four years of effective experience as a customer service representative, along with the knowledge and abilities that go with it.
I have a track record of success working with internal cross-functional teams, the C-suite, and customer technical to offer world-class experiences through the deployment of efficient and effective solutions.
Along with my clients, I go through every step of the customer success journey, including client onboarding, solution installation, go-live support, product adoption, client satisfaction, and service renewal.
I have experience communicating with the operational and platform teams to handle escalated issues in accordance with deadlines. I have also conducted consumer surveys using a variety of engagement mediums and responded to digital media support via various channels such as Zendesk and CRM. I look forward to the opportunity to contribute my skills, and experience to your company, and provide exceptional customer service to your clients. 

am a skilled customer success specialist with a successful career spanning over four years and the skills and experience that come with it. I have a proven record of accomplishment in collaborating with C-suite, customer technical, and IT management staff together with internal cross-functional teams to deliver a world-class experience through the deployment of efficient and effective solutions. I walk the customer success journey with my clients right from customer onboarding, solution implementation, go-live support, product adoption, customer satisfaction, and service renewal.

One of my greatest accomplishments was working with a team to develop AND innovatively cross-sell and upsell strategies, which helped to raise monthly recurring income by 50% in FY21/22. In addition, I looked for and explored opportunities to grow the business through customer enticement, retention, and upselling. In order to improve customer support and the overall customer experience created and optimized consumer survey initiatives to increase research quality to 70% by gathering feedback, reviewing client contacts, and streamlining processes.

I continuously unlearn, learn and use my experience, expertise, and networks to work with empathy and positively impact the organization I represent as well as influence and inspire the people I work with. I am a highly driven, motivated, and collaborative team player with an exceptional passion for people and their growth. I am driven by challenge and execute with GRIT.

KENYA SCHOOL OF CREDIT MANAGEMENT: 6/2016-11/2020 Diploma in credit management. 

ROYAL BUSINESS SCHOOL: 01/2017-03/2017 Certificate in accounting packages: Quick books, Sage and Pastel.

 ST. TERESA'SIT CENTER: 01/2016-05/2016 Certificate in Information technology.  

 CERTIFICATIONS:

ALISON ONLINE COURSES: 08/2022-10/2022 Customer relationship management in business Services.