Kelvin Mwangi
Customer Care & Contact Center Supervisor at YEGO Global- Claim this Profile
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Bio
Patrick Mwaura
Dedicated and Delligent in his work
Teresa Paul
Great sales agent, keen and always delivers
Patrick Mwaura
Dedicated and Delligent in his work
Teresa Paul
Great sales agent, keen and always delivers
Patrick Mwaura
Dedicated and Delligent in his work
Teresa Paul
Great sales agent, keen and always delivers
Patrick Mwaura
Dedicated and Delligent in his work
Teresa Paul
Great sales agent, keen and always delivers
Credentials
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Sales and Negotiations Skills
Alison - Free Online LearningAug, 2021- Oct, 2024
Experience
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YEGO Global
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Rwanda
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IT Services and IT Consulting
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1 - 100 Employee
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Customer Care & Contact Center Supervisor
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Feb 2022 - Present
• Monitoring and evaluating Call Centre Representatives’ performance, providing learning or coaching opportunities, and taking corrective action, if necessary. • Preparing reports and analyzing data to assist management. • Training/Coaching new Agents on Call center procedure, Products and CRM. • Analyze customer feedback and provide insights on initiatives and tactics geared towards maintaining a high level of customer satisfaction. • Ensuring call center representatives understand and comply with all call center objectives, performance standards, and policies. • Analyze customer feedback and provide insights on initiatives and tactics geared towards maintaining a high level of customer satisfaction. •Call Monitoring and Making sure the calls adhere to Quality Standards. • Investigate escalations and Unresolved tickets from external stakeholders and Agents & lead them to resolution. Aim is to ensure delivery of quality experiences to customers and analyze how these affect the customer perception of the brand. • Tracking customer experience metrics including Customer Satisfaction Score (CSAT), Customer Effort Score (CES) and Net Promoters Score (NPS). • Preparing Shifts and Making sure that they are adhered to. • Real time monitoring of the company's telephone dashboard and make sure Agents adhere to call procedure and make sure there are no abandoned calls Show less
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Ngao Credit Ltd
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Kenya
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Financial Services
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100 - 200 Employee
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Senior Relationship and Marketing Officer
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Aug 2020 - Feb 2022
Managing large amounts of inbound and outbound calls in a timely manner, Outdoor Marketing Activities & Telemarketing in order to map potential customers and generate leads for the organization. Managing and updating customer databases with the status of each customer in CRM and any other working tool e.g., MS Excel I have been trained on Debt collection and portfolio Management. Answer client queries on an inbound que considering all company procedures & also Keep records of all conversations in call center database in a comprehensible way using CRM. Achieve Monthly said targets including but not limited to sales. Attend Weekly/Monthly training sessions to promote continuous improvement in work practices. Create Reports on all work done and defend the results in a monthly and daily basis this was done in Excel and Power Point format. Show less
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Horizon Contact Centers Ltd / OUTSOURCED AIG INSURANCE
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Nairobi/ Kenya
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Senior Sales & Customer Service Representative
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Dec 2017 - Aug 2020
Underwriting motor, SME, Travel Insurance, IPA and Domestic Package. Addressing client/customer inquiries and feedback within the timelines stipulated in service charter and/ or SLAs signed with respective clients. Supporting the finance and credit departments in premium collection and credit recovery. Ensuring client and portfolio profitability is maintained. Preparing daily/weekly/monthly/quarterly/annual reports giving details of individual performance on business acquired/lost and feedback on market practices and trends from customers. Preparing quotations, requisition of client policy documents, issue certificates, AA cards/stickers and cover notes. Sending renewal notices to clients and advise on changes in policy if any. Getting Clients Feedback regarding the organization, Services Offered and also any concerns that they might have in order to improve profitability & also client retention therefore maximizing the Organizations revenue. Participating in company CSR and brand building activities in liaison with other departments, to develop annual and monthly customer account plan for assigned accounts to ensure turnover, volume, distribution and gross margin targets are met. Implementation of agreed business development strategies for specific accounts. Regularly conduct customer business review. Build up strong relationships with clients and businesses by providing high quality services and solutions. Coordinate with internal business support to ensure smooth and efficient operations to support the business growth plan.(B2B & B2C) Show less
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Horizon Contact Centers Ltd / OUTSORCED AIG INSURANCE
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Nairobi/kenya
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Customer Service & Sales Representative
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Jul 2017 - Dec 2017
Managing clients/brokers/agents portfolio ensuring 98% retention and increasing premium through cross sell and up-sell. I am the primary contact person for the business providing comprehensive service to the clients/ brokers/ agents with exceptional skills in customer service. Identify service gaps and address them within the required TAT and ensure client satisfaction. Gathering market intelligence on pricing, product and renewal trends to ensure that the product and price remain competitive. Generate and provide clients with timely and correct quotes for new and existing business and do a follow up on the new quotes generated. Ensure that client’s documents (policy documents/ renewal notices/ stickers) are processed correctly and dispatched in good time. Ensure that the daily/ weekly/ monthly/ quarterly /annual reports are correctly done and sent out in a timely manner and ensuring service line agreement deliverables are met at all times. Address all incoming calls, letters and emails. I also manage the complaints log on the CRM ensuring that it is always updated and feedback is communicated to clients within the stipulated turnaround time. Ensure that clients’ details are correctly entered in the CRM and is consistently being updated. Training and always updating intermediaries on changes regarding rates on Personal Accident, SME, Travel, Motor, Liability, WIBA Covers. Show less
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Horizon Contact Centers Ltd
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Kenya
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Outsourcing and Offshoring Consulting
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200 - 300 Employee
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Customer Service Representative (Team-Captain).
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Nov 2016 - Jul 2017
Make Sure the data Entered on the CRM is correct, Upto date & precise. I managed large corporate orders, made sure they got to their destinations on time and also solicited for new orders from the same market increasing company revenue. Continuously assess and identify team training needs and recommend interventions to develop their knowledge and skills for effective service delivery. Identify service gap areas for development to ensure continuous improvement of service. Business processes and Call Center day to day operations.Preparation of attendance, quality and Customer Service reports. Call Quality assurance. Monitoring Markets and customer trends. Maintaining, Managing & updating Social Media accounts for the organisations(Facebook & Instagram) and make sure all queries, complaints, Pre- Orders and any other issue is handled on time and with a customer based focus. Ensure that a customer focused, high-performance, high-commitment environment is developed throughout the call center operation.Identify, accumulate and analyze statistics that reflect on the general team’s performance. Reporting the team daily performance to the team leader &/or Supervisor and also preparation of weekly & daily Excel reports to show the same. Show less
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Nairobi City County / Trade Licensing Department
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Nairobi/kenya
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General Office Clerk
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Nov 2014 - Jun 2015
I did a 6 months internship at the Nairobi County Offices, Trade Industrialisation Department- Liquor Licencing Registry, 3 months of which were part of my attachment course work at school. I stayed for a further 3 months Learning Customer Service, Data Entry & General Office work in the process. I did a 6 months internship at the Nairobi County Offices, Trade Industrialisation Department- Liquor Licencing Registry, 3 months of which were part of my attachment course work at school. I stayed for a further 3 months Learning Customer Service, Data Entry & General Office work in the process.
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Education
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2012 - 2015
kenya institute of management
management, Accounting and Business/Management -
2011 - 2011
Zetech College
Proficiency in MS WORD, MS POWERPOINT,CONCEPTS OF I.T, MS EXCEL and INTERNET MANAGEMENT SYSTEMS, Computer Software and Media Applications -
2007 - 2010
Pumwani Secondary School
Kenya Certificate of Secondary Education
Community
