CURRICULUM VITAE
KANDAGOR KIPKECH
PERSONAL DETAILS
Date of Birth: 4TH AUG 1987
Gender: Male
Marital Status: Single
Religion: Christian
Languages: English and Kiswahili
Phone No: 0712151528/0731151528
Email [email protected]
CAREER OBJECTIVES
To work with a corporate entity which provides a challenging and flexible environment that will
utilize my potential skill and competence and at the same time contribute towards achievement of
the organization’s goals.
PERSONAL ATTRIBUTES
Self –driven, hardworking and achievement oriented, able to work enthusiastically with
minimum supervision.
A friendly and open minded team worker who is eager to learn from others.
Customer Centric Effectively meeting customer needs; Understands and exceeds customer
expectations and requirements using available resources and policies.
Good leadership skills with the ability to inspire influence and guide others to help them
achieve desired organizational objectives while keeping the organization’s vision.
Team player able to Participate as a member of a team and use a flexible interpersonal style
to contribute to the effective functioning of teams and to the completion of team goals
EDUCATIONAL BACKGROUND
Year Institution Accomplishment
2006 – 2010 University of Nairobi Bachelor of Commerce Degree (Finance option).
.
2002 – 2005 Kituro High School Kenya Certificate of Secondary Education
RELEVANT SKILLS & QUALIFICATIONS
Good knowledge on ISO 9001:2008 Standards
Accounting skills.
Good communication and interpersonal skills.
Proficiency in Microsoft office suite.
Basic computer programming & visual basic.
SUN System, Quick books, Pastel and Sage.
CUSTOMER CARE EXECUTIVE 2011-2012
ISON KENYA LTD
Responsibilities:
Receive inbound calls from participants.
Answer participant questions, as well as question participants to obtain full understanding of
what information is being requested.
Document all calls with regards to participant inquires accurately using Call Tracking
System.
Monitor Call tracking for responses from administrative team so call returns are done in a
timely fashion.
Communicate clearly and effectively with participants.
Recognizing and managing assertive customer calls.
Promote teamwork and call center success.
Listen to and critique recorded conversations for purposes of improving customer.
CUSROMER SERVICE QUALITY ANALYST 2012-2013.
ISON KENYA LTD
Responsibilities:
Performing call monitoring, identifying errors and best practices on the call.
Documenting call behaviors’ and giving appropriate feedback to the customer service agents.
Identifying call drivers and reporting to Quality Manager.
Using appropriate data management system to compile and track performance at team and
individual level.
Participating and facilitating Calibrations sessions to check understanding and maintain
consistency with feedback.
Providing training team with actionable data as and when required.
Providing feedback to call centre team leaders and managers.
Preparing and analyzing internal and external quality reports and presentations for
management staff review.
Participating in design of call monitoring formats and quality standards.
CUSTOMER SERVICE QUALITY ANALYST/TRAINER 2014-2017
HORIZON BPO LIMITED.
Responsibilities:
Participate in recruitment to ensure the right agents are selected for training.
Manage the training requirements and sends out the training needs based on Quality findings.
Conduct new hire trainings as per the training plan - quality related modules
Update the Master Quality trackers with all the Client reports on the Quality KPIs
Conduct weekly calibration sessions with all Quality assurance officers.
Audit 5% of the calls evaluated by Quality assurance and 5% of back office escalations.
Conduct daily production meetings with Quality assurance and operations.
Reads and responds to internal and external Emails pertaining to Quality and Training.
Update operation on previous day's performance and set focus for the day.
Hold daily production meeting with the QA team.
Using appropriate data management system to compile and track performance at team and
individual level.
Referees
1. Kaberia Nkarichia,
Quality Trainer-Centum,
P.O Box 200-00606
Nairobi.
Tel: 0733691164
Email: [email protected]
2. Vincent Kiptoon
Magistrate
P.O Box 67458-00200
Nairobi.
Tel: 0721709444
Email:[email protected]
3 Catherine Kiriba,
Customer service manager - Jamii Bora Bank.
P.O. Box 22741-00400,
Nairobi.
Tel 0734199039.
Email: [email protected]
