Victor Akims Otieno
📍 Kahawa Wendani, Nairobi, Kenya | 📞 0740402343 | ✉️victoriaakims@gmail.com | 🔗
LinkedIn: linkedin.com/in/victor-akims
PROFESSIONAL SUMMARY
Highly motivated and results-driven Customer Service and Sales Specialist with proven
experience in call centre operations, client relationship management, and sales support.
Skilled at delivering exceptional customer experiences, resolving issues efficiently, and meeting
performance targets in fast-paced environments. Strong background in telecommunications,
and sales industries, with hands-on expertise in outbound and inbound calling, lead
generation, CRM management, and upselling services.
Possess a Diploma in Sales and Marketing with certifications in Customer Care, Data Entry,
SEO, and Data Analysis. Adept at leveraging excellent communication, negotiation, and
problem-solving skills to handle diverse customer needs while contributing to overall business
growth. Seeking to contribute to a dynamic call centre team as a Call Centre Agent, where I
can apply my skills to enhance customer satisfaction and exceed performance targets.
CORE COMPETENCIES
Customer Service Excellence
Outbound & Inbound Calls Handling
Sales & Lead Generation
Complaint Resolution & Escalation Management
Data Entry & CRM Management
Communication & Interpersonal Skills
Problem Solving & Analytical Thinking
Time Management & Multitasking
Product Knowledge & Service Upselling
Call Centre Metrics: AHT, FCR, CSAT
WORK EXPERIENCE
Outlier Inc. – Nairobi, Kenya
Data Entry & Customer Support Agent
Dec 2024 – Present
Conduct customer support activities, including responding to client queries, capturing
data, and updating customer records.
Handle email-based and chat support alongside outbound calls for surveys and follow-
ups.
Provide feedback on customer insights, identifying recurring pain points and suggesting
service improvements.
Assist in training new hires on data entry systems and customer service protocols.
Achieved 95% accuracy rate in data entry tasks while ensuring timely handling of all
assigned tickets.
Contributed to team performance, consistently meeting KPIs for call volume, service
quality, and customer satisfaction.
Airtel Kenya – Nairobi, Kenya
Sales Agent
Mar 2024 – Nov 2024
Conducted outbound calls to promote Airtel services and products to potential and
existing customers.
Assisted customers in selecting the best data and voice plans tailored to their needs.
Maintained daily sales reports and updated the CRM with customer details.
Handled escalations regarding service activation, billing, and network issues, resolving
80% of cases at first contact.
Consistently exceeded monthly sales targets by 15%, contributing to regional sales
growth.
Safaricom PLC – Nairobi, Kenya
Sales Agent
Jun 2023 – Feb 2024
Promoted Safaricom mobile products, M-Pesa services, and internet bundles to
customers through outbound and face-to-face interactions.
Delivered exceptional customer service, addressing queries and ensuring smooth
onboarding of new clients.
Partnered with cross-functional teams to implement promotional campaigns.
Achieved recognition as Top Sales Performer (Q4 2023) for exceeding sales quotas.
Enhanced customer loyalty by educating clients on value-added services and digital
platforms.
Agulo Real Estate Company – Nairobi, Kenya
Sales and Customer Care Representative
Sep 2022 – May 2023
Handled inbound calls from potential property buyers and provided information on
available properties.
Maintained records of client inquiries and scheduled site visits for sales teams.
Assisted in customer relationship management, ensuring prompt responses to inquiries
and follow-ups.
Improved client engagement by 20% through proactive outbound follow-up calls.
Supported the marketing team by promoting new property listings via cold calling.
EDUCATION
Diploma in Sales and Marketing
Ratanga Institute of Professionals – Nairobi, Kenya
2018 – 2021
Kenya Certificate of Secondary Education (KCSE)
Mbita High School – Homa Bay, Kenya
Graduated: 2017
CERTIFICATIONS & TRAINING
Website Creation Using WordPress – Google Coursera (2023)
Introduction to Data Analysis Using Microsoft Excel – Google Coursera (2023)
Search Engine Optimization (SEO) Using Squarespace – Google Coursera (2023)
Customer Care – Google Coursera (2023)
Data Entry – Google Coursera (2023)
Data Analysis – Google Coursera (2024)
Web Development Using Squarespace – Google Coursera (2024)
Javascript – self trained
HTML AND CSS –Self trained
KEY ACHIEVEMENTS
Consistently met or exceeded sales and call centre performance targets across multiple
organizations.
Delivered exceptional customer satisfaction (CSAT scores above 90%) in both sales
and support roles.
Played a key role in customer retention by handling complaints efficiently and upselling
services.
Recognized for accuracy, speed, and professionalism in data entry and client handling.
Improved team performance by mentoring new recruits and sharing best practices.
TECHNICAL SKILLS
CRM Software: Zendesk, Salesforce, Airtel CRM, Safaricom CRM
Call Centre Tools: VoIP Systems, Predictive Dialers, Call Recording Software
Productivity Tools: Microsoft Word, Excel, PowerPoint, Outlook
Data Entry & Analysis Tools: Google Sheets, MS Excel, SQL (basic)
Communication Tools: Slack, Zoom, Microsoft Teams
LANGUAGES
English – Fluent
Kiswahili – Fluent
Luo – Native
REFERENCES
Carlos Okelo – CEO, Agulo Group
+254 796 179336
