Experience

Pivot Assets KE

• Kenya
• Financial Services
• 1 - 100 Employee

• Head of Operations

  • Sep 2022 - Present



Calltronix (K) Ltd.

• Kenya
• Telecommunications
• 100 - 200 Employee

• Quality Analyst

  • Mar 2021 - Aug 2022



Horizon Contact Centers Ltd

• Kenya
• Outsourcing and Offshoring Consulting
• 200 - 300 Employee

• Quality Analyst

  • Mar 2020 - Mar 2021

  Responsible for ensuring staff is adhering to set out service line processes and procedures as per client expectations, listening and evaluating a pre-determined number of calls per agent while ensuring that quality standards are met. Identify and propose ideas and solutions to improve quality at individual and group level as well as improvement on overall performance KPIs, analyze QA performance trends and conduct pre-determined daily coaching sessions with agents while providing effective developmental feedback. Provide support to new agents during the nesting period by scheduling coaching sessions, compile and prepare daily, weekly and monthly reports in a timely manner and in accordance with approved reporting standards. Compile weekly testing process on call flow, products and objection handling and complaints based on QA results generated. Participate in other duties and activities as requested. Show less

• Customer Service Representative

  • Jul 2017 - Mar 2020

  Responsible for identifying and accessing customers’ needs to achieve satisfaction, obtaining feedback,keeping records of customers’ interaction as well as processing customers account and file documents.Providing accurate, valid and complete information using the right tools/methods. Handling customers’complaints provide appropriate solutions and alternatives within the time limits, follow up to ensureresolution. Achieving the customer service set targets and call handling quotas, in addition to followingcommunication guidelines, procedures and policies Show less



Kenya Airports Authority

• Kenya
• Aviation and Aerospace Component Manufacturing
• 700 & Above Employee

• Human Resource Intern

  • Sep 2015 - Feb 2016

  -Records management in the personnel registry including employee files management,filing,file records movements,archiving. -Financial documentation-generation of purchase requisitions,follows up for issuance of purchase orders,invoice processing,records management and follow up of payments -Travel management-Ticketing,receipt of travel request from internal customers,plan and schedule travel in liason with travel agent -Staff overtime records management -Maintenance and management of the employee leave and sick-off records -Prepare incoming and outgoing mail distribution,sort,examine and route mail.Keep records of mail handling -General clerical work including photocopying -Maintaining electronic and hard copy filing system of the organization and to retrieve them when required -Handling customer complaints and inquiries -Receiving and directing visitors and clients.Advice clients and explain procedure when required -Staff loan records processing management -Record and monitor movement of files to and from registry Show less