Welcome to my LinkedIn profile! My name is Martin Njau, and I am a Back Office Support expert with a focus on IT Service Management, Gaming, People Management, Sports Betting, and Customer Experience. With over seven years of experience in the customer service industry, I am dedicated to providing exceptional service and bringing innovative ideas to the table.I possess extensive knowledge in contact center setup, operations, management, quality, operations and training. My excellent multitasking skills, consistency, and ability to remain calm under pressure have been proven in different environments. I am a game-changer, passionate, dynamic, creative and have an exceptional track record of consistently exceeding goals.In my role as a Customer Care Agent, I managed customer calls effectively in a complex, fast-paced, and challenging call center environment. I initiated improvements to overall call center productivity, defused volatile customer situations calmly and courteously, and adhered to data protection policy with regards to confidentiality of customer details. I also addressed and resolved customer product complaints with empathy and built customers' interest in the services and products offered.My educational background includes a Bachelor of Arts in Economics and Sociology from the University of Nairobi and an Advanced Diploma in Accounting and Business from KCA University. Additionally, I hold a Certified OKR Practitioner and an ITIL® Foundation Certificate in IT Service Management.If you're looking for a customer service professional who is passionate about delivering outstanding customer experiences, I am your person. Connect with me on LinkedIn, or drop me an email at njaumart@gmail.com.
