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 kandagor.kipkech@yahoo.com

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: Kaberia.Nkarichia@africa.airtel.com

2. Vincent Kiptoon

Magistrate

P.O Box 67458-00200

Nairobi.

Tel: 0721709444

Email:kiptoonvincent@yahoo.com

3 Catherine Kiriba,

Customer service manager - Jamii Bora Bank.

P.O. Box 22741-00400,

Nairobi.

Tel 0734199039.

Email: daniel@nairobijavahouse.com