Experience

Food For Education

• Kenya
• Non-profit Organizations
• 1 - 100 Employee

• Customer Experience Manager

  • Nov 2022 - Present



Greenlight Planet

• United States
• Renewables & Environment
• 700 & Above Employee

• Customer Service Manager

  • Jul 2021 - Nov 2022

• Ag/ Customer Engagement Manager

  • Mar 2021 - Jul 2021

  Overlooking operations of the customer relationship teams which include – Credit and Finance, Survey Team, Technical Team, Collections Team and Agent Relations Team with a total of 149 agents.• Monitoring daily productivity and utilization performance of the relationship teams and ensure we are above 65% Utilization on average and 85% Productivity on a daily basis.• Spearheading performance excellence regarding the signed KPIs for all teams by ensuring timely reports are shared by team leads and strategies for improvement are in place. • Successfully onboarded the team on split shift which increased headcount by 50% enabling us to manage daily influx using the existing resources.• Successfully implemented an end-to-end collections process by introducing the customer retention team set to handle issues resulting in clients defaulting such as replacement delays, faulty products etc. • Spearheading completion of survey tasks(sampling and data collection) that inform customer retention, loyalty as well as provision insights on achieving customer satisfaction-Championing NPS.• Ensuring the relationship teams are well informed and aware of upcoming tasks, deliverables, and completion timelines.• Proposing new approaches to existing processes that will allow us to reduce the TAT and ensure efficiency and effectiveness of the call center. • Working with process analyst to develop inter escalations tool to reduce the bulk of google forms and google sheets that we use on a daily basis.• Collaborating with the Risk, Marketing, Programs and Process Excellence team to ensure systems and processes are in check and we work towards customer satisfaction. • Conducting performance appraisals• Collaborating with the Quality Assurance team in identifying training needs and creating suitable training schedules based on our shifting patterns.• Providing mentorship and coaching for the newly appointed spanning Show less

• A/g. Customer Service Manager

  • Oct 2020 - Feb 2021

  Overlooking operations of the customer service teams which include – Inbound, Welcome Team, Telesales Team, Social Media Team. Including a total of 122 agents• Implemented changes to the IVR allowing availability of our USSD code to reduce number of incoming calls on keycode issues and balance inquiry.• Aiding team leads under customer service on strategies to improve their performance on a daily basis. • Sharing timely reports on performance and reminding the team and team leads to work towards the set utilization and quality targets. • Participated in the onboarding and transition of over 100 CC agents . From 171 in August 2020 to 271 in March 2021. • Conducting regular spot checks on existence processes and proposing new ways to issue handling as well as pointing out gaps noted- Escalation tools and systems. • Collating and analyzing data to identify strategies for improvement of service and productivity.• Successfully implemented new CRM software system and trained staff to maximize the benefits of technology to achieve excellent customer satisfaction levels. Show less

• Customer Service Team Manager

  • Apr 2018 - Oct 2020

  •In charge of the 100 inbound team members tasked with handling client issues real-time. •Spearheaded the successful execution of the Keycode Intervention Project and Field Feedback Mechanism tool that aided seamless intervention and handling of client concerns and improving customer experience•Initiated the establishment and smooth running of debt collection, credit, and finance departments under the call center in Kenya.•Preparing and issuing work schedules, deadlines, and duty assignments for call center and or administrative staff.•Assisting in the design, implementation, and evaluation of staff training and development programs, customer service initiatives, or performance measurement criteria.•Conducting system training to other team leads on ways to maximize the utilization and productivity of agents.•Performing job evaluations for call center and other staff members and providing appropriate feedback to the employees as well as management including recommendations on staffing decisions.•Conducting partner training on systems used by the organization•In charge of IVR changes, undertake Scripting of IVR options and changes •In charge of all Net Promoter Surveys and Customer Satisfaction Surveys that occur at Greenlight Planet through the Call Centre to improve customer experience•Handling IT issues at the call center- Software troubleshooting and repair, app troubleshooting etc. Show less

• Customer Service Executive

  • Jul 2017 - Mar 2018

  •Receiving inbound calls and sorting client issues real-time in a professional and timely manner•Handling client queries coming through WhatsApp in a prompt manner•Verifying client details before purchasing of products to minimize default risk in the organization•Successfully spearheaded the implementation of the Credit and Finance department in the call center and secured a Sun King Dedicated Service Award. •Aided in conducting customer surveys on new products to be implemented as well as Customer Satisfaction Surveys•Appointed as a daytime team ambassador to help the team lead with ensuring team members were active and achieved their KPIs Show less



Communications Authority of Kenya

• Kenya
• IT Services and IT Consulting
• 100 - 200 Employee

• MultiMedia Services Intern

  • Mar 2017 - May 2017

  -Performed various duties in support of the 'multimedia services' department's officers including; broadcast media content monitoring, data management, records documentation and report writing. -Performed various duties in support of the 'multimedia services' department's officers including; broadcast media content monitoring, data management, records documentation and report writing.



Alabastron Network Trust

• Nairobi

• Client Relations and Social Media Intern

  • Jan 2016 - Dec 2016

  -Assisted the client relations manager and the founder to develop funding proposals. Assisted in managing and updating the organization’s social media platforms. -Involved in management of the organization’s Customer Relationship Management system. -Assisted in championing global projects by the organization such as the "step up for our girls' initiative" -Assisted the client relations manager and the founder to develop funding proposals. Assisted in managing and updating the organization’s social media platforms. -Involved in management of the organization’s Customer Relationship Management system. -Assisted in championing global projects by the organization such as the "step up for our girls' initiative"