Experience

Uncover

• Kenya
• Health, Wellness & Fitness
• 1 - 100 Employee

• Warehouse Logistics and Customer Service Assistant

  • Jan 2022 - Present



M-KOPA

• Kenya
• Financial Services
• 700 & Above Employee

• Customer Service Representative

  • Mar 2015 - Present

• Customer Service Representative

  • Mar 2015 - Mar 2021

   Handled customer’s complaints by providing help and advice which increased customer operations satisfaction rating by 11% Created and improved agents processes for user inquiries, solving 300+customer inquiries weekly through CRM platforms including Zen desk, 3CX & Jira Collaborated with senior management on multiple functions including customer success, increasing survey submission by 10% by identifying the pain points of all customer feedback Carried out structured process of auditing Service Center's to achieve 100% compliance and helped in reporting on SC operations to prevent misappropriation of resources Created new Service Center's/Company Dealers/Agents and Direct Sales Representatives on Dynamics, M-Kopa net and Saruco Championed all commission issues and giving timely resolutions which leveraged agents retention by 15% YTD