Victor Akims Otieno
📍 Kahawa Wendani, Nairobi, Kenya | 📧 victoriaakims@gmail.com | 📞 0740402343
💼 LinkedIn: linkedin.com/in/victor-akims-otieno | 🌐 Portfolio: akims.co.ke
Professional Summary
Dedicated and resourceful Customer Support Agent with over 4 years of combined experience in
client service, technical assistance, and remote operations. Skilled in delivering high-quality
customer experiences through active listening, problem-solving, and clear communication. Adept
at using CRM tools, troubleshooting complex issues, and providing empathetic, tailored
solutions to meet customer needs. Committed to continuous learning, team collaboration, and
process improvement to enhance overall service delivery.
Core Competencies
Customer Service Excellence
Problem-Solving & Critical Thinking
Verbal & Written Communication
CRM Tools (Zendesk, Freshdesk)
Email, Live Chat & Phone Support
Conflict Resolution & Complaint Handling
Multitasking & Time Management
Technical Troubleshooting
Process Improvement & Feedback Analysis
Professional Experience
Customer Service Agent – Airtel Service Company
2019 – 2020 | Nairobi, Kenya
Handled high-volume inbound and outbound calls, resolving customer issues with
efficiency and empathy.
Delivered accurate information on services, billing, and technical issues, achieving a 95%
customer satisfaction score.
Utilized Zendesk for ticket management, ensuring timely follow-up and resolution of
customer concerns.
Collaborated with internal teams to escalate and resolve complex cases.
Consistently met and exceeded KPIs including First Call Resolution (FCR) and Average
Handle Time (AHT).
Remote Data Entry & Annotation Agent – Outlier Inc.
2020 – 2024 | Remote
Annotated and verified AI training data for improved response accuracy in customer
service AI models.
Conducted web research and fact-checking to ensure data reliability.
Applied critical thinking to assess AI responses for accuracy, tone, and intent alignment.
Sales & Customer Relations Agent – Agulo Real Estate Company
2022 – 2023 | Nairobi, Kenya
Guided clients through property inquiries, negotiations, and purchase processes.
Maintained long-term client relationships through proactive communication and follow-
ups.
Resolved customer concerns promptly, leading to a 30% increase in client retention rates.
Freelance Customer Support & Web Solutions Specialist
2023 – Present | Remote
Provided customer assistance for small businesses via email, live chat, and phone.
Developed and managed websites, ensuring user-friendly customer interfaces.
Delivered personalized customer onboarding and training for digital tools.
Education
Diploma in English Medium – Utalii College (2018 – 2021)
Additional coursework in communication, business correspondence, and customer relations.
Certifications
Customer Care – Google (2023)
Data Entry – Google (2023)
Website Creation using WordPress – Coursera (2023)
Introduction to Data Analysis using Microsoft Excel – Coursera (2023)
Search Engine Optimization using Squarespace – Coursera (2024)
Web Development – Squarespace (2024)
Data Analysis – Coursera (2024)
Technical Skills
CRM: Zendesk, Freshdesk
Communication: Microsoft Teams, Slack
Office Tools: MS Excel, Google Workspace
Web Tools: WordPress, Squarespace
Research: Advanced Google Search, Fact-Checking
Key Achievements
Consistently ranked among top 10% of agents for customer satisfaction in Airtel’s
regional service department.
Successfully reduced complaint escalation rates by 20% through effective first-contact
resolutions.
Improved knowledge base articles and FAQs, increasing self-service use by customers by
25%.
