Call Center Customer Experience

Antony M Benjamin

P. O. Box 936**-*****

Phone: +254*********

E-mail: **************@*****.*** LinkedIn: Profile PROFESSIONAL SUMMARY

An easy to approach customer facing professional, strategist, manager and consultant, offering more than a 6-year track record of cultivating prolific customer loyalty, satisfaction and retention. Accustomed to working in fast paced environments with decisive problem solving skills and competency in defusing high pressure situations. Superb Omni channel analytical skills leveraged to proactively improve customer service & sales processes and garner stellar customer feedback. Strong people management skills which comes out naturally, flawlessly and ability to coach, lead and develop employees. I help businesses to scale upwards and achieve revenue and financial profitability. Technically savvy with working knowledge of Microsoft and Google Workspace Cloud solutions, CRM & telephony systems, and customer support tools to facilitate digitization which focusses at facing the competitive nature of the current market and age.

EXPERIENCE & PROFESSIONAL SUMMARY

Career Break: August – December 2024. Bereavement. Lost my dad to cancer 2022 -2024. Selected as the

Chairman for Kyandu Water Community Project in Kitui Rural.

Key Achievement

1. Collaborated with the

office of the Governor

Kitui County to share

the community water

project for support and

involvement.

2. Engaged the office of

the ministry of water

and irrigation Kitui

County to make

proposals known to

him.

3. Engaged the

community

administrative

functions.

May 2024 – July 2024 Community Outreach Coordinator in the Ministry of Labor & Social Protection in Mombasa. Key Achievement

1. Collect, update and link data

of vulnerable persons and

households for programmes

to select and provide services

to beneficiaries via the

Enhanced Single Registry.

2. To promote social protection

policies and programmes that

link individuals to different

protection interventions

along the life cycle.

3. The ESR helps to improve

the economic and social

inclusion of vulnerable

households by providing

access to services like

nutrition, health insurance,

and education.

Jan 2023 – April 2024 Customer Experience & Technical Branch Operations Lead in Mombasa at Elshaddai Welding & Fabrication service station. Elshaddai has partnered with Burn Manufacturing as an outsourced service station.

Key Achievement

i. Amplifying customer

experience, satisfaction, and

gratification by Identifying

opportunities for customer-

centric process improvements

based on the outputs of Root

Cause Analysis (RCA), VOC

and reduction of Customer Pain

Point (CPP) by 50%.

October 2022 – Dec 2022 Tile & Carpet – Senior Customer Experience Officer. Responsible for streamlining customer experience at the TAC shops and branches. Key Achievements

1. Built Customer Journey Maps across Business Touch Points and Product Categories.

2. Emphasized on the importance of Customer Metrics - NPS & CSAT. 3. Resolved major customer pain points on payment gateways. 4. Collaborated with other cross departments to ensure effective customer Management.

5. Worked closely with the HR department to advocate for improved employee relations and satisfaction.

July 2021 – Dec 2022 Empire Media Tech – Customer Relations Manager. Responsible for generation and cultivation of company’s revenue. Key Achievements and Activities

1. Successfully led a team of customer success executives to achieve an 80% threshold on customer satisfaction, retention, and client relations. 2. Strategic and operational performance lead in Quality Assurance Department, ensuring the successful delivery of business strategy, Key Performance Indicators (KPIs) and objectives, whilst adhering to regulatory compliance and achieving commercial success.

3. Charged with designing and implementing Quality Measurement tools to assess and measure customer

satisfaction at all touch point

Jan 2021 – May 2021 Brighter Monday – Customer Experience Advisor. Responsible for customer experience management, business advisory & customer satisfaction. Key Achievements

1. Drove meaningful improvements to customer experiences by contributing expertise and insights e.g. Applicant Tracking System recommendations and filter improvements.

2. Increased company revenue by upselling customers on products and services e.g. Ksh 100,000 within 2 months - a non-direct role. 3. Resolved customers' payment concern by championing a new payment gateway Automation through the Head of Customer Experience e.g. Cellulant.

4. Improved Net Promoter Score and customer loyalty from +40 to +53, retention from 57% to 70% and CSAT from 69% to 85%. 5. Improved marketing leads projection by 40%.

6. Implemented and developed weekly call calibrations sessions, coaching and feedback sharing across departments.

7. Reduced detractors from 20 to 3 monthly.

8. Reduced call abandon rate from 500 calls in a month to a minimal of 30 calls through the automatic call back prompt with the IT collaboration and steered the integration of Zoho Analytics to the customer support to improve calls dashboard visibility.

Jan 2020 - August 2020 Call Centre International Kenya - Customer Service Representative & Assistant Team Lead. Responsible for resolving American pay TV customer concerns.

(www.callcentreinternational.com)

Key Achievements and Activities

1. Worked on International Accounts - Altice & Spirit Airlines, with a remarkable achievement on CSAT & medallia customer rating of above 85%.

2. Performing Customer Service duties effectively to the Americans, European Clientele on a regularly shift basis to ensure issue resolution and revenue generation.

3. Competent with Amadeus as a customer booking system.

Jan 2019- Dec 2019 Horizon Contact Centre – Inbound Customer Service Representative. Handling Multichoice DStv & GOtv Pay-tv customers.

Key Achievements

1. Achieved excellent customer satisfaction scores 90%. 2. Resolved Multichoice customer concerns across DStv and GOtv pay- tv platform successfully.

Jan 2017 – May 2018 Britam Insurance – Financial Advisor. Responsible for selling financial policies, generating revenue, and delivering optimum customer service.

(www.Britam.com)

Key Achievement

1. Achieved monthly sales target of Ksh 500,000 monthly. 2. Achieve 90% persistency across life policy.

Technical Competencies

• Telephony systems: Ameyo, Avaya, 3CX

• CRM systems: Genesis, Zoho, Salesforce, Single view, Bitrix 24

• ERP system: AX (POS) sales & Finance

• Omni channel Customer Experience Management, Operations Management & Business Advisory Education

• University of Nairobi – Bachelor of Arts in Sociology & Public Administration. Graduated with Second Class Honors Upper Division. September 2012 – April 2016

• Corporate Finance Institute – July 2022. Financial Analysis Certification. Distinction Referees

• Charles Omollo – 072******* Career Directions/ Previously Brighter Monday

• Collins Ocholla – 070******* Ecobank/ Previously Horizon Contact Centre

• Julius Mwalyo – 072******* Go Digital Africa, Previously Empire Media

• Prabneet Kaur – 072******* Tile & Carpet

• Francesca Taddei- +39-347-******* CCXP Consultant

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