KELVIN ADAKA MUGASIA
Summary
Results-driven Customer Service Specialist with 6+ years of experience in multi-channel support, CRM management, and SLA adherence. Proven track record in improving customer satisfaction, reducing escalations, and driving KPI success in high-volume environments. Adept at using Amadeus, ERP, and ticketing systems to streamline operations and enhance client experiences. Strong leadership, problem-solving, and communication skills, ensuring top-tier service delivery.
Overview
11
11
years of professional experience
Work History
Korean Air customer service advisor ticketing and refund agent
CONCENTRIX MALAYSIA
08.2022 - Current
- Handling all the customer's queries over phone
- Making new and modifying the current reservations and PNRs for passengers
- Educated customers about billing, payment processing and support policies and procedures.
- Calculated correct refund amount, updated accounts, and maintained detailed records for services management.
- Ticketing and reissuing of tickets
- Fare difference and refund amount calculations
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Investigated and resolved accounting, service and delivery concerns.
Customer Service Representative
CCI KENYA
03.2019 - 08.2022
- Trained as a Real Time Analyst (RTA) to help monitor the agents' productivity to make sure the business is archiving SLA
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Implemented and developed customer service training processes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Cross-trained and provided backup support for organizational leadership.
- Calculated correct order totals, updated accounts, and maintained detailed records
- Trained new personnel regarding company operations, policies and services.
Customer Service Representative
DLIGHT SOLAR COMPANY
03.2019 - 10.2020
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Created and maintained detailed database to develop promotional sales.
- Increased efficiency and team productivity by promoting operational best practices.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
Store Attendant
LC Waikiki
02.2018 - 04.2018
- Performed inventory control, such as counting, and stocking merchandise.
- Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted customers by answering questions and fulfilling requests.
- Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels.
Sales Representative
AIRTEL KENYA
08.2016 - 06.2017
- Met existing customers to review current services and expand sales opportunities.
- Presented professional image consistent with company's brand values.
- Negotiated prices, terms of sales and service agreements.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Attended monthly sales meetings and quarterly sales trainings.
Store Keeper
HOMESCOPE PROPERTIES
11.2014 - 09.2015
- Received, merchandised and arranged all shop items for visual display.
- Received construction materials shipments and organized in stockroom storage area.
- Documented receiving and usage records to confirm receipt of orders.
- Trained, coached and scheduled employees to improve store upkeep and operations.
Education
Degree - Economics and Finance
Mount Kenya University
Thika Kenya12-2015
Certificate - Computer Studies
DigitLine Computer College
Nakuru Kenya04-2011
K.C.S.E -
Chango Secondary School
Vihiga Kenya10-2010
K.C.P.E -
Chavugami Primary School
Vihiga Kenya11-2006
Skills
- Customer service excellence
- Call center operations
- Sales proficiency
- Live chat support
- Payment processing
- CRM software
- Refund management
- Complaint handling
- Interpersonal skills
- Leadership Skills
- Dispute resolution
Languages
English
Kiswahili
Skills And Responsibilities
- Multitasking capabilities
- Technical prowess
- Customer Relations
- Interpersonal aplomb
- Computer skills
- Ability to work under pressure
- Leadership
- Sales
Hobbies and Interests
- Reading novels and other educative materials
- Playing soccer
- Acting and scripting
- Participating in charity events
Timeline
Korean Air customer service advisor ticketing and refund agent
CONCENTRIX MALAYSIA
08.2022 - Current
Customer Service Representative
CCI KENYA
03.2019 - 08.2022
Customer Service Representative
DLIGHT SOLAR COMPANY
03.2019 - 10.2020
Store Attendant
LC Waikiki
02.2018 - 04.2018
Sales Representative
AIRTEL KENYA
08.2016 - 06.2017
Store Keeper
HOMESCOPE PROPERTIES
11.2014 - 09.2015
Degree - Economics and Finance
Mount Kenya University
Certificate - Computer Studies
DigitLine Computer College
K.C.S.E -
Chango Secondary School
K.C.P.E -
Chavugami Primary School
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