Caroline Muia
Non-Voice Contact Manager at Airtel Kenya- Claim this Profile
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Bio
Alex Nyaswabu
Caroline is an hands-on Customer Care Manager. My client had an issue with Line Migration and Caroline expeditiously assisted us in ensuring that the issue was promptly handled. She is a very dedicated manager who can be relied on at all times!
Alex Nyaswabu
Caroline is an hands-on Customer Care Manager. My client had an issue with Line Migration and Caroline expeditiously assisted us in ensuring that the issue was promptly handled. She is a very dedicated manager who can be relied on at all times!
Alex Nyaswabu
Caroline is an hands-on Customer Care Manager. My client had an issue with Line Migration and Caroline expeditiously assisted us in ensuring that the issue was promptly handled. She is a very dedicated manager who can be relied on at all times!
Alex Nyaswabu
Caroline is an hands-on Customer Care Manager. My client had an issue with Line Migration and Caroline expeditiously assisted us in ensuring that the issue was promptly handled. She is a very dedicated manager who can be relied on at all times!
Credentials
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COPC CSP Registered Coordinator
COPC Inc.Jul, 2013- Sep, 2024
Experience
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Airtel Kenya
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Kenya
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Telecommunications
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700 & Above Employee
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Non-Voice Contact Manager
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Feb 2019 - Present
Lead Customer Experience teams handling non-voice customer channels i.e Social Media, Email & IVR. Also support postpaid account modifications and dunning processes. Lead Customer Experience teams handling non-voice customer channels i.e Social Media, Email & IVR. Also support postpaid account modifications and dunning processes.
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Client Experience
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Aug 2017 - Feb 2019
Lead front office teams in all customer channels i.e Receptions, Calls, Social Media, Branches, Emails, and Chat. Lead front office teams in all customer channels i.e Receptions, Calls, Social Media, Branches, Emails, and Chat.
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Customer Care Manager
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Feb 2013 - Feb 2017
- Call Center Operations Professional- Workforce Planning and Management - Forecasting Customer Transactions , Staff scheduling and adherence monitoring- Reporting - Measurement, Monitoring and influencing performance for over 50 Customer Service KPIs- Performance Management for in-house and Outsourced partners- Quality Monitoring, Management and Improvement - on all customer interactions and customer touch processes- Training , couching and skills placement- Customer Service administration - inventory, budget , welfare and Safety- Prepare Dashboards on Customer Service performance, reasons of contact , product health checks and staff satisfaction for Ex-com, Marketing, IT , Finance and HR- Analysis of Data on customer experience - customer surveys, customer feedback, reasons of contact etc- Support 150 customer care staff - 100 in house and 50 outsourced
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Team Leader
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Apr 2009 - Jan 2013
Postpaid Billing Management- Bill validation, Bill printing and delivery, Segmented Dunning, Revenue Assurance,Mobile money transfer,Telecom Fraud and usage management- Products - GSM,CDMA,Corporate data , Broadband and Landline.- Customer service and Management, Customer experience management and complaint handling- Manage 30 team members, team training,appraisals and administration- Mapping business processes,implementation and improvement of Business operations
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Africa Online Holdings
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Information Technology & Services
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1 - 100 Employee
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Billing/CRM Supervisor
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Mar 2006 - Mar 2009
Customer Relations management,Group/ Major Account portfolio management,Customer support and retention,Supervision and support of the CRM/Billing team,Service Provisioning, Pre and post suspension exercise Proactive Client management,Sales,Handling of customer complaints,Client Management on site and Data billing complaint handling – Dial up and iburst Customer Relations management,Group/ Major Account portfolio management,Customer support and retention,Supervision and support of the CRM/Billing team,Service Provisioning, Pre and post suspension exercise Proactive Client management,Sales,Handling of customer complaints,Client Management on site and Data billing complaint handling – Dial up and iburst
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Education
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2005 - 2010
United States International University (USIU), Nairobi, Kenya
Bachelor of Science, Information Systems and Technology Minor: Networking -
Precious Blood Kilungu
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