Kelvin Macharia

SUBWAY - Server                                                                                                                     2017-2017

Landed my first job in the hotel industry. Working as a server has improved my communication skills. Face-to-face conversations can be hard, especially when dealing with irate customers. I mastered the art of communication and listening is understanding. Understanding is reasoning and reasoning is solving.

Mamarocks Gourmet Burgers- Lead Server / Content Creator                                      2017-2022

Joined Mamarocks Gourmet Burgers on the 15th of September 2022. It has been a 5-year journey in the food and beverage industry. I can now confidently attest that problem-solving is one of my strengths. As a result of my experience, I came up with a problem-solving strategy that involves identifying and defining the problem. I am also able to balance and keep track of multiple tasks at once. I highly embrace teamwork.

CCI KENYA - Lifetouch Call Center Agent                                                                                 2017-2022                                            

Joined the Lifetouch BAU team on the 12th of September 2022. I work on a team of 13 people and I am responsible for both inbound and outbound customer calls. My daily activities include:

• Handling Supervisor escalated calls from fellow agents with overwhelming customers.
• Provides support and coaching to the agents as it relates to providing the highest quality of customer service
• On average, answering 40 inbound customer calls during a shift.
• Taking orders, inputting orders into our proprietary system, and providing customers with their order numbers and approximate delivery date.
• Completes administrative duties as assigned by the team manager including database entry of on-call schedules.
• Taking customers through our website so as to place an order.
• Work on special projects as assigned by management.

Dagoretti High School                                                                                                  2012-2015

Enrolled in Dagoretti High School for my Secondary education.

University of Nairobi                                                                                                     2017 - 2027

Pursuing Bachelor of Arts in Criminal Justice at the University of Nairobi. Expected to graduate in the year 2027.