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Kelvin Macharia

Kelvin Macharia

Waiter/ Call Center Agent

Services provided: Cleaning , Storytelling Consultants , Team Mentoring , Hotel Housekeepers , Banquet Server , Buffet Caterers , Kitchen assistant , Other Customer Experience & Tech Support , Children Entertainers , Sales & Marketing , Customer Service Representatives , Kitchen Cleaning , Call Centers / Telemarketing , MC and Host Services

Restaurants / Food Service

Nairobi, Nairobi Area
(0)
KSh1,350 / hour
Approximate rate

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About Kelvin Macharia:

I have an immensely strong work experience that helps me in my customer service delivery. I have worked in the customer service industry for 5 years now and still counting. I believe if you love what you do then this becomes a calling. Customer service is my calling. In my journey as a customer success associate, I have worked with clients and customers all over the world. Most of my customers and clients are from Kenya, the U.S.A., the U.K., Russia, and some parts of Australia and Canada. My experience in this field has won me a couple of awards. I was also nominated among the best customer service persons in the year 2022. Problem-solving is one of my strengths in this field thanks to Conflict and peace studies, a course I underwent to understand the art of coming up with a win-win solution. 'Never Split The Difference' is a book that has also improved my problem-solving skills. It is all about negotiating like your life depends on it. I find joy in service.
 

Experience

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.

 

Education

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.

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