Experience

Lipa Later Group

• Kenya
• Financial Services
• 1 - 100 Employee

• Customer Service Quality Manager (QA)

  • Jun 2022 - Present

  • Listened to calls either recorded live or side-by-side while communicating feedback. • Encouraged good practices and discouraged bad ones. • Identified calls failing to meet predefined standards and identified the problem. • Implemented agent training and coaching initiatives. • Understood the priority of the organization and evaluated call behaviors for regulatory compliance, cross-selling, and adherence to policy. • Provided customer feedback and internal compliance feedback to management. Show less



Jumia Kenya

• Kenya
• Technology, Information and Internet
• 700 & Above Employee

• Customer Service Quality Analyst Specialist and Trainer

  • Jun 2021 - Jun 2022

  •Facilitated onboarding and incubation of new customer service executives.•Trained both CS and CXP agents on the company's SOPs and how this impacts overall service delivery. •Evaluated the effectiveness of training modules, workshops, etc, and recommended/implemented improvements based on the Balanced Scorecard principle•Benchmarked, measured, and improved processes, quality & training metrics for support and operations teams. •Identified gaps in team performance via random quality checks and drive initiatives to improve quality and efficiency •Offered Coaching and One on One feedback sessions to the team•Provided Management reports with insights from the clients Show less

• Customer Experience

  • Jun 2017 - Jun 2021

  • Facilitated onboarding and incubation of new customer service executives.• Trained both CS and CXP agents on the company's SOPs and how this impacts overall service delivery. • Evaluated the effectiveness of training modules, workshops, etc, and recommended/implemented improvements based on the Balanced Scorecard principle• Benchmarked, measured, and improved processes, quality & training metrics for support and operations teams. • Identified gaps in team performance via random quality checks and drive initiatives to improve quality and efficiency • Offered Coaching and One on One feedback sessions to the team• Provided Management reports with insights from the clients Show less

• Customer Service Representative

  • Jun 2015 - Jun 2017

  • Managed a large number of incoming calls.• Generated sales leads. • Identified and assessed customers’ needs to achieve satisfaction.• Built sustainable relationships and trust with customer accounts through open and interactive communication.• Provided accurate, valid, and complete information by using the right methods/tools.• Handled customer complaints, and provided appropriate solutions and alternatives within the time limits• Followed communication procedures, guidelines, and policies.• Went the extra mile to engage customers Show less



ISON BPO

• 300 - 400 Employee

• Customer Service Representative

  • Feb 2014 - Apr 2015

  • Handled inbound and outbound calls. • Sold products and services. • Resolved customer complaints via phone or Email. • Identified and assessed customers’ needs to achieve satisfaction. • Managed large amounts of incoming calls. • Opened and maintained customer accounts by recording account information. • Handled inbound and outbound calls. • Sold products and services. • Resolved customer complaints via phone or Email. • Identified and assessed customers’ needs to achieve satisfaction. • Managed large amounts of incoming calls. • Opened and maintained customer accounts by recording account information.