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Bonaventure Kivuti
Looking for a jobCustomer Support Representative
Customer support representative at JUICEBET, resolving account issues and tracking escalations through to resolution.
KenyaCustomer Support Representative at Juicebet
Experience
Customer Support Representative
Delivered exceptional customer support through live chat and ticket handling, assisting with account inquiries, deposits, withdrawals, bonuses, and responsible gaming. Investigated and resolved customer complaints, maintained accurate records, and prepared end-of-shift handover reports.
Live ChatTicket HandlingCustomer Relationship ManagementComplaint ResolutionKYCEscalation ManagementReporting
Call Center Subject Matter Expert/Mentor
Trained and mentored new agents, managed teams, and delivered actionable feedback to improve performance. Achieved a 4% reduction in line cancel percentages and drove significant improvements in NPS, CSAT, and NRS metrics.
MentorshipTrainingTeam LeadershipPerformance ManagementQuality EvaluationData AnalysisCoaching
Call Center Agent
Provided exceptional customer support, handled inbound sales, resolved billing inquiries, and monitored KPIs. Proactively engaged customers and implemented feedback-driven initiatives to improve satisfaction.
Customer SupportInbound SalesOrder ProcessingBilling ResolutionProblem SolvingKPI MonitoringCustomer Engagement
Sales Intern
Identified business opportunities, generated leads, and conducted product demonstrations. Managed the sales process from initial contact to after-sale service, including debt collection and client relationship building.
SalesLead GenerationProspectingProduct DemonstrationsCustomer Relationship ManagementDebt Collection
Sales Executive
Identified and imported accessories from Alibaba Express, marketed them via social media, and delivered products locally and shipped parcels. Achieved consistent sales growth and received positive customer feedback.
SalesImportSocial Media MarketingCustomer DeliverySupplier Management
Transport Officer Attaché
Filed repair and maintenance forms for vehicles, obtained requisition and purchase order numbers, and forwarded files to the Chief Procurement Officer. Planned and coordinated government operations.
Administrative SupportRecord keepingProcurement CoordinationGovernment Operations
Transcriber
Performed transcription work for QAWorld.
Academic Writer
Provided academic writing services.
Education
Jomo Kenyatta University of Agriculture and Technology
Pursued a Bachelor of Science in Public Management and Development.
Koelel High School
Completed the Kenya Certificate of Secondary Education.