FILE No. 001 — PERSONNEL RESUME

BRIEF
INTRO

" Practitioner of the Software Arts (Full-Stack Development & Implementation), and Attendant upon Customers and their issues(customer service), being also capable When charged with the Diligent Upkeep of Systems(Hardware and softwre Maintenance)"

Kerugoya And Nairobi, Kenya

  • Phone0768 507 017
  • Emaildanieltove14@gmail.com
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IT graduate with hands-on experience in both customer service for more than 1.5 years and Crm(customer realations management) software development field tailored for real estate management. Skilled at building software related tech and client relationships, resolving issues efficiently, and meeting performance targets in fast-paced BPO environments. A reliable team player who is quick to learn, well organised, and open to feedback as a tool for growth.

01

RECORD OF EMPLOYMENT

Work Experience

Download Cover Letter Download CV DCI certificate Contact References
Nov 2024 — July 2026 Recently Completed

Customer Service Agent

CCI Kenya · Nairobi

Whatnot Account — Permanent Contract, Feb 2025 – July 2026 Handles inbound customer queries for the Whatnot e-commerce platform, resolving primary issues directly or escalating through the correct channel. Consistently meets daily performance targets and hygiene KPIs while maintaining detailed interaction summaries for quality assurance, and supports retention and account growth through proactive upselling.

Sharper Image Account — 3-Month Contract, Oct 2024 – Jan 2025. Delivered front-line customer support resolving order, billing, and product queries within set service-level agreements, with accurate call documentation and consistent daily KPI achievement.

  • Verint
  • Zendesk
  • Jira
  • Slack
  • MS Teams
  • Five9
Download recommendation letter PDF
Jan 2024 — May 2024 Completed

Junior Developer Intern

Excelle Insights

Assisted with a CRM (Customer Relationship Management) system for real estate management — from lead integration through client onboarding and payment management. Assisted in debugging and maintaining back-end systems under senior developer supervision, observed software development contracts and client-specific technical constraints, and supported product activation and client onboarding.

  • JavaScript
  • Bootstrap 5
  • PHP
May 2023

Online Sales Agent (Commission-Based)

Custom Apparel

Managed online sales of custom-made bags across multiple platforms, earning a 20% commission per confirmed sale.

  • E-commerce
  • Sales
Jan 2021 — Aug 2021

Sales Person

Denis Electronics

Sold small electronic gadgets and provided customers with product guidance in a retail setting.

  • Retail
  • Product Guidance
Mar 2020 — Jun 2020

Auto Detailing (Freelance)

Self-Employed

Performed high-pressure cleaning and detailing services for automobiles.

  • Freelance
  • Detailing
02

ACADEMIC RECORD

Education

Diploma in Information Technology

Jomo Kenyatta University of Agriculture and Technology (JKUAT) · Jan 2023 – Aug 2024

Completed

Coursework spanning systems development, databases and networked applications — applied directly in independent projects such as Property OS, a PHP/SQLite platform built alongside the diploma. Interacted with software and languages including PHP, MySQL, HTML, and the VB.NET framework, as well as assembly/disassembly of hardware and troubleshooting and maintenance of computer systems and networks.

Download academic statement PDF

Certificate in Information Technology

Jomo Kenyatta University of Agriculture and Technology (JKUAT) · Sep 2022 – Dec 2022

Credit Pass

Introduced to core programming concepts and best practices. Worked with foundational software including MS Office, Excel, Word, Adobe Photoshop, Adobe Illustrator, and CorelDRAW. Learned foundational programming languages including HTML, CSS, JavaScript, PHP, and SQL.

Certificate Unavailable PDF

KCSE

Kianyaga High School · Jan 2015 – Dec 2018

Completed

Secondary education with a focus on science and technology subjects. Gained foundational knowledge in mathematics, physics, chemistry, and computer studies, which laid the groundwork for further studies in information technology.

Download Academic Statement PDF

KCPE

Kamuthatha Boarding Primary School · Jan 2012 – Dec 2014

Completed

Primary education with a focus on foundational subjects, laying the groundwork for secondary studies and later specialisation in information technology.

certificate not available PDF
03

TECHNICAL PROFICIENCY

Coding Languages

PHP85%

Core language behind Property OS — backend logic, M-Pesa reconciliation

SQL / SQLite80%

Schema design and queries for lightweight, self-hosted data stores

HTML / CSS / Bootstrap80%

Responsive interfaces, including this dossier-style portfolio

JavaScript65%

Interactive front-end behaviour and lightweight automation

Python40%

Actively building toward quantitative and data-analysis scripting

Excel / VBA70%

Structured trackers, sports and market analysis workbooks

04

SUPPLEMENTARY CAPABILITIES

Additional Skills

Core Strengths

  • Fast learner
  • Reliable, committed team player
  • Open to constructive feedback as a tool for growth
  • Self-driven & target-oriented

Customer Service & Tools

  • Customer service & client retention
  • Communication & interpersonal skills
  • Team collaboration & organisation
  • Verint, Zendesk, Jira, Five9, Slack, MS Teams

Technical & Creative

  • MS Office proficiency
  • Adobe Premiere Pro, Audition & Photoshop
  • Basic computer hardware maintenance
  • Price-action & Moderate Smart Money Concepts market reading

Language

  • English — professional fluency
  • Swahili — native fluency
  • Kikuyu — native fluency, valuable for East African language data work
05

CONTACTS ON FILE

References

R-01

Derrick Owino

Team Lead, Whatnot Campaign — CCI Kenya

  • Emailderrick.omondi@ccikenya.com
  • RelationshipDirect supervisor, Whatnot account
R-02

Martin Munene

Chief Executive Officer — Excelle Insights

  • Emailinfo@excelleinsights.com
  • RelationshipSupervisor, Junior Developer Internship
R-03

Mwaniki Ngatia

Chief Executive Officer — Ternga Limited

  • Emailmwaniki@ternga.co.ke
  • RelationshipProfessional contact
R-04

Eliud Wachira

Professional Reference

  • Emaileliud.wachira73.ew@gmail.com
  • RelationshipProfessional contact