Summary
Overview
Work History
Education
Skills
Languages
References
Hobbies and Interests
Boldprofile
Skillsandlanguages
Timeline
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KENNEDY MWANGI

Palestine,TX

Summary

Dynamic leader with a proven track record at Texas Department of Criminal Justice, adept in people management and customer service. Excelled in roles requiring problem-solving and effective communication, achieving significant improvements in team performance and customer satisfaction. Skilled in Microsoft Excel as well as CPR, demonstrating adaptability and a commitment to excellence.

Overview

2025
2025
years of professional experience

Work History

CENTRALIZED CARGO OFFICE AGENT (CCO)

SWISSPORT KENYA LIMITED
10.2023 - 03.2024
  • Capturing Airwaybill data transmitted from different outstations, transferring the captured data to Cargospot and other airline systems
  • Answer incoming calls from customers, respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information
  • Job Responsibilities
  • 1
  • Answering incoming calls and responding to customer's emails
  • 2
  • Timely capture of scanned AWB details as per provided manuals airline systems I.e Cargospot
  • 3
  • Monitoring SLA performance scores and ensuring targets are met
  • 4
  • Completing data capture logs and reports for billing
  • 5
  • Identifying and escalating issues to superiors
  • 6
  • Providing product and service information to customers
  • 7
  • Researching, identifying, and resolving customer complaints using applicable software systems and tools
  • 8
  • Documenting all call information according to standard operating procedures
  • 9
  • Recognizing, documenting, and alerting the management team of trends in customer calls
  • 10
  • Following up customer calls/emails where necessary
  • 11
  • Maintaining discipline and ensuring that safe working practices as per company procedures
  • 12
  • Ensuring compliance with all SOPs and policies to meet or exceed set standards and delivering the desired customer service experience
  • 13
  • Reporting critical issues while performing the assigned task/s to the TL / SDL on duty

DEBT COLLECTOR TEAM LEADER

TENSPOT CREDIT LIMITED (OPESA)
03.2023 - 08.2023
  • Assist and lead the credit control assistants and ensure everything runs efficiently and make the relevant reports
  • Act as a first point of authority to the respective team members and ensure harmony between members and the entire workforce
  • Supervise the team/ ensure high team performance
  • Lead the team to achieve the set targets/benchmarks
  • Plan, manage and monitor everyday workflow/ Resources management
  • Training of individual agents

DEBT COLLECTOR

TENSPOT CREDIT LIMITED (OPESA)
03.2019 - 12.2021

CO IV

Texas Department Of Criminal Justice
Palestine, TX
  • People Management.
  • Provide public safety.
  • Promote positive change in inmate behavior and reintegrate them into society.
  • Assist victims of crime.

CALL CENTER TEAM LEADER

JAWABU CREDIT LIMITED
  • Performance Management
  • Resources Mobilization
  • Overall Operations of the team
  • Training of individual agents
  • In charge of COLLECTION PILLARS
  • Rota Management for specific team
  • Attendance Management

Education

Occupational Skills Award - Criminal Justice

Trinity Valley Community College
Palestine, TX
10-2024

Bachelor of Commerce - Finance

KENYATTA UNIVERSITY
NAIROBI, KENYA
12.2018

High School Diploma -

LENANA SCHOOL
NAIROBI, KENYA
11.2013

Kenya Certificate of Primary Education -

ST PAUL'S ACADEMY
CENTRAL, KENYA
11.2009

Skills

  • Problem-solving skills
  • Customer service and care
  • CPR and FIRST AID Trained
  • Microsoft Excel
  • Driving skills
  • Knowledge of cargo handling practices and principles
  • Weapon Handling Skills
  • Knowledge of customer service practices and principles
  • Effective interpersonal relationship skills
  • Good communication skills
  • Excellent data entry and typing skills
  • Leadership and People Management Skills
  • Excel skills
  • Adaptable and quick learner

Languages

English, Full Professional

References

Madam Irene Wambui, +1 (469) 735-2258, Human Resource, Swissport Kenya Limited, +254719055000, NBO.HR@swissport.com

Hobbies and Interests

  • Drawing
  • Watching Films and Documentaries

Boldprofile

https://bold.pro/my/kennedy-mwangi-240522184225/609r

Skillsandlanguages

  • Knowledge of cargo handling practices and principles.
  • Computer literate (Office Word, Excel, PowerPoint, Outlook).
  • Knowledge of customer service practices and principles.
  • Effective interpersonal relationship skills.
  • Good communication skills (fluent in written and spoken English language).
  • Excellent data entry and typing skills.
  • High levels of professionalism.
  • Basic excel skills, I.e pivot table, vlook up etc.
  • Adaptable and quick learner.

Timeline

CENTRALIZED CARGO OFFICE AGENT (CCO)

SWISSPORT KENYA LIMITED
10.2023 - 03.2024

DEBT COLLECTOR TEAM LEADER

TENSPOT CREDIT LIMITED (OPESA)
03.2023 - 08.2023

DEBT COLLECTOR

TENSPOT CREDIT LIMITED (OPESA)
03.2019 - 12.2021

CALL CENTER TEAM LEADER

JAWABU CREDIT LIMITED

CO IV

Texas Department Of Criminal Justice

Occupational Skills Award - Criminal Justice

Trinity Valley Community College

Bachelor of Commerce - Finance

KENYATTA UNIVERSITY

High School Diploma -

LENANA SCHOOL

Kenya Certificate of Primary Education -

ST PAUL'S ACADEMY

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KENNEDY MWANGI