Shilton Kipkoech
About me
Results-driven professional with a passion for exceptional customer experiences. Skilled
in communication, problem-solving, and client management. Eager to boost your
organization’s success in customer service.
Education
Business Information Technology
Bachelor
September 9, 2015
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December 15, 2017
Covered areas such as software development, communications and networking, security, systems analysis, databases and business Management
Work Experience
Field Escalation and Support Agent
Apollo Agriculture
January 1, 2024
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April 30, 2024
● Deliver comprehensive support to field agents, addressing inquiries, and troubleshooting issues with the Apollo app promptly and effectively. ● Offer valuable advice and guidance to Field agents on optimizing their experience with the app, ensuring they get the most out of its features. ● Supervise and mentor fellow field agents, guiding them to meet deadlines and achieve objectives. ● Offer constructive feedback to enhance their performance, fostering a supportive and collaborative team environment. ● Generate regular reports to identify areas for improvement and celebrate successes within the team.
Customer Experience/Telesales
Apollo Agriculture
January 2, 2023
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December 31, 2023
● Responded promptly to customer inquiries via phone, email, and chat, ensuring timely customer assistance. ● Maintained a positive and empathetic attitude, resulting in enhanced customer relations and satisfaction. ● Skillfully resolved complaints, transforming dissatisfied customers into advocates. ● Contributed to process improvement and customer satisfaction through data management and feedback.
Telesales
Multi Choice - DSTV
January 1, 2022
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December 30, 2022
● Delivered outstanding customer assistance, addressing inquiries, resolving complaints, and boosting satisfaction levels. ● Achieved uninterrupted Multichoice viewing by skillfully resolving signal issues, and showcasing strong problem-solving skills. ● Maintained meticulous interaction records, ensuring precise documentation of signal problems, resolutions, and feedback. ● Engaged in active training and skill development, improving problem-solving abilities and staying current on Multichoice products. ● Effectively collaborated with colleagues, sharing insights and best practices to enhance the customer service experience. ● Flexibly adapted to evolving viewer needs and tech updates, consistently delivering exceptional service.
Sales
Elky Cyber Cafe
March 4, 2018
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December 29, 2019
Conducted online marketing through facebook ads,Instagram and google ads Maintained accurate records of sales activities, client interactions, and pipeline status using CRM software. ● Develop promotional materials for the cyber cafe and manage social media content. Key Achievements: ● Developed a branding strategy, boosting customer engagement by 30%. • Managed multiple projects with a 95% on-time delivery rate. ● Maintained and updated software and equipment, improving efficiency. • Created marketing materials that increased foot traffic by 25%. ● Delivered high-quality print materials, attracting and retaining clients.
Honors & awards
Top Performer Award
April 29, 2024
Best Customer satisfaction scores, call resolution times and sales conversions of the month.