David K.

David W. is a dedicated Customer Service Representative with 2 years of experience supporting major brands in the airline and e-commerce sectors. At American Airlines through BPO CCI Kenya, he managed an average of 40–60 voice and 30–70 chat interactions per shift, assisting customers with reservations, flight changes, cancellations, and service-related queries, while consistently achieving above 90% quality scores and adhering to productivity KPIs. His efforts contributed to operational efficiency, especially during peak travel and irregular operations, and he supported both U.S. and international customer bases. Previously, at Shutterfly Inc., David W. was part of a 120-member team, improving order resolution efficiency by 25% by addressing product, billing, and delivery concerns. He proficiently uses Salesforce, Zendesk, and Amazon Connect, along with CRM case management and workflow tools, and holds a diploma in Telecommunication Engineering.