John Kamanga
Charlestown
Summary
Dedicated Customer Care Representative with strong skills in problem-solving, relationship building, and process improvement. Known for managing high call volumes while maintaining exceptional customer satisfaction.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Care Representative
US Army
Frederick, MD
04.2013 - 04.2016
- Resolved customer inquiries efficiently, ensuring high levels of satisfaction and retention.
- Trained junior representatives on product knowledge and customer engagement techniques.
- Implemented process improvements that enhanced service delivery and reduced response times.
- Coordinated with cross-functional teams to address complex customer issues effectively.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Contributed to team success, consistently achieving call center performance metrics.
- Conducted customer satisfaction surveys to gather feedback and identify areas for improvement.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Representative
US Army
Killeen, TX
03.2011 - 04.2013
- Resolved customer inquiries, ensuring accurate information delivery and satisfaction.
- Assisted in training new team members on service protocols and tools.
- Managed multi-channel communication, addressing issues via phone, email, and in-person interactions.
- Collaborated with cross-functional teams to streamline processes and enhance service delivery.
- Analyzed customer feedback to identify trends and recommend process improvements.
- Implemented conflict resolution strategies to effectively handle difficult situations with customers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Associate of Arts - Business Administration
Frederick Community College
Frederick, MD01-2020
Associate of Science - Mental Health
Medical Education And Training Campus
San Antonio, TX03-2011
Associate of Arts - Theology And Counselling
East Africa School of Theology
Nairobi ,Kenya11-1999
Skills
- Customer service
- Inbound customer service
- Data entry
- Call center experience
- Complaint handling
- Relationship building
- Customer relations
- Active listening
- Empathy and patience
Accomplishments
- Supervised team of 7 staff members.
- Collaborated with team of 3 in the development of World Vision Kenya Utu Wema Kariobangi Project kenya East Africa .
- Achieved 100% results by completing formation of a preschool feeding programme with accuracy and efficiency.
- Documented and resolved feeding program which led to hundreds of children being educated fed. to date
Certification
- Business Administration
- Customer Service
Languages
English
Full Professional
Swahili
Full Professional
Timeline
Customer Care Representative
US Army
04.2013 - 04.2016
Customer Service Representative
US Army
03.2011 - 04.2013
Associate of Arts - Business Administration
Frederick Community College
Associate of Science - Mental Health
Medical Education And Training Campus
Associate of Arts - Theology And Counselling
East Africa School of Theology
Participation Award : 4thAll African Games 1987
Participated in the opening Ceremony and closing of the 4thAll African Games, 1987 in Nairobi Kenya. The showcase of the African Continental games. Awarded a gold medal.