Experience

Jamii Telecommunications Ltd

• Kenya
• Telecommunications
• 300 - 400 Employee

• Call Center Manager

  • Jan 2021 - Present

  Developing objectives for the call center’s day-to-day activities Conducting effective resource planning to maximize the productivity of resources (people, technology etc.) Collecting and analyzing call-center statistics (sales rates, costs, customer service metrics etc.) Hiring, training, coaching, and leading call center representatives as they provide support for customers. Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees. Assisting other management team members in identifying trends and establishing call center goals. Ensuring staff members are achieving desired service levels and taking corrective action, as needed. Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction. Authorizing replacements or refunds. Taking on other tasks or projects to support employees, other managers, and call center operations. Show less



Jamii Telecommunication Limited.

• Upper Hill, Nairobi

• Customer Service Supervisor

  • Aug 2017 - Jan 2021

  • Organizing shift patterns and the number of staff required to meet demand; • Improving customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. • Managing the daily running of the call center, effective resource planning and implementing call center strategies and operations. • Investigating and solving customers’ problems of complex or long-standing problems that have been passed on by customer service assistants. • Reviewing the performance of staff, identifying training needs and planning training sessions. • Handling the most complex customer complaints or enquiries; • Training staff to deliver a high standard of customer service; • Leading and supervising a team of customer service staff; Show less



M-KOPA

• Kenya
• Financial Services
• 700 & Above Employee

• Customer Care Team Lead

  • Dec 2014 - Jul 2017

  Inspiring and motivating teamwork for achieving goals. Responsible for the management, organization and co-ordination of the day to day work of a team of contact center staff to deliver the highest standards of services to clients. Ensuring the department’s productivity is maximized to the required standards and the pre-defined KPI’s, performance targets and standards are achieved in accordance with the business plan. Monitoring and reporting progress on performance, provide feedback and take appropriate corrective action. Ensuring that personal targets and deadlines are met. Providing support and assistance for team members to assist in the development of their skills and knowledge and identifying training requirements. Providing regular coaching and training on new and existing products and changes to any processes. Conduct regular quality assessments and coaching; offering constructive feedback, which includes QA feedback sessions and continuously developing quality. Preparing daily individual performance activity reports, incident logs and shift planners to ensure that the statistics are well interpreted to meet the required business standards. Providing the team with appropriate communication and gain their feedback through regular team meetings. motivating the team to provide a first class service to all our clients whilst ensuring business targets are met. Working closely with the other Team Leaders to ensure that queries across all areas of the business are handled. Recognizing & celebrating team & individual accomplishments & exceptional performance. Evaluate results and provide feedback in a timely fashion. Show less



Mkopa Kenya Ltd

• Nairobi

• Customer Care Representative

  • Oct 2012 - 2014

  • Assisting customers with general account and technical queries over the phone • Provide and educate customers and potential customers with product and service information • Maintain Customer records • Handling customer issues. • Coming up with ways of reducing customer complaints • Assisting customers with general account and technical queries over the phone • Provide and educate customers and potential customers with product and service information • Maintain Customer records • Handling customer issues. • Coming up with ways of reducing customer complaints



International Centre for tropical Agriculture

• Nairobi

• Procurement Intern/Consultant

  • Jan 2012 - Oct 2012

  • Assets Management • Tendering • Supplier selection. • Placing orders and following up on orders. • Inspection, receiving and issuing. • Processing payments • Undertaking stock reconciliation and stock control in liaison with other staff member • Assisted in formulation of company policies and strategies • Managed and maintained an updated asset database in eight African countries. • Compiling Weekly and Monthly reports for Management at the Head quarters. • Assets Management • Tendering • Supplier selection. • Placing orders and following up on orders. • Inspection, receiving and issuing. • Processing payments • Undertaking stock reconciliation and stock control in liaison with other staff member • Assisted in formulation of company policies and strategies • Managed and maintained an updated asset database in eight African countries. • Compiling Weekly and Monthly reports for Management at the Head quarters.