Customer Service & QA Team Leader

Chrispine Oburu Ogwang.

P. O. Box ***-*****, Ahero Kenya.

Tel: +070*-***-*** +254-***-***-***

Email: ***************@*****.***

PROFILE SUMMARY:

Results-driven customer service professional with over 5 years of progressive experience in call center operations, customer experience, quality assurance, and training. Skilled in inbound operations, prospecting campaigns, welcome campaigns, surveys, service desk support, and customer experience management. Proven ability to enhance operational efficiency through process improvement initiatives, performance coaching, and quality management.

Recognized for strong leadership and team management capabilities, having successfully served as a Team Ambassador for an inbound campaign, leading the team to consistently achieve and exceed performance targets for one year..

Served as a Continuous Improvement Ambassador during the 2023/2024 financial year, contributing to strategic process enhancements and service delivery improvements. Adept at problem-solving, stakeholder engagement, communication, and fostering high-performing teams within fast-paced customer service environments.

EDUCATION:

● Bachelor of Commerce; Insurance and Risk Management, Chuka University,Chuka, Kenya.; 2017.

● KCSE - B+; Katolo Mixed Secondary School, Kisumu; 2012.

● KCPE – 327/500 Marks; Pawtenge Primary School; Kisumu; 2008. MEMBERSHIPS AND ASSOCIATIONS:

● Member of insurance institute of Kenya; Kenya. Membership No 24664 OTHER RELEVANT TRAININGS:

● Call center agent (3 months) call tronix training center limited.

● Microsoft Suite Packages Course at Kibuye Institute of Technology Kisumu; 2013

●Certificate of proficiency (C.O.P) COLLEGE OF INSURANCE.

● Continuous Improvement Ambassador 2023/2024 sunking Kenya. KEY SKILLS AND COMPETENCIES:

● Strong Product Knowledge – I possess excellent knowledge of the company's products and processes, which enables me to provide informed support and deliver high-quality service to customers.

● Strong Problem-Solving Skills – Developed through my experience as a Service Desk Agent, where I effectively resolved a wide range of issues and provided timely solutions to enhance customer satisfaction.

● Leadership Skills – As Team Ambassador, I was responsible for overseeing team performance, monitoring attendance, and providing training to ensure continuous development and adherence to performance standards.

● Excellent Training Skills – I have successfully onboarded new staff during every recruitment cycle and collaborated with the marketing team to train the Van Activation team, ensuring they were equipped with the necessary knowledge and skills to perform effectively.

● Supervisory Skills:

● Exhibiting strong supervisory skills, I have the ability to effectively manage and lead a group of individuals toward a common goal and objective. Through strategic leadership, I ensure cohesion and productivity within the team, facilitating successful goal attainment Customer Service Executive: CX Team -Current role

Call tronix

Duties and Responsibilities.

Customer Journey Mapping: Analyze customer interactions to identify pain points, gaps, and opportunities for improving the customer experience.

Customer Feedback Collection: Gather and analyze feedback from customers through surveys, post-call surveys, Net Promoter Scores (NPS), and social media channels Use insights from feedback to identify areas where service improvements are needed and to guide decision-making.

Problem Resolution and Escalation Management:Ensure that escalations are managed promptly and professionally, with a focus on customer satisfaction and resolution. Customer Retention and Loyalty: Develop and implement strategies to increase customer loyalty and reduce churn by focusing on satisfaction, engagement, and long-term relationships. Customer Advocacy:Serve as the voice of the customer within the organization, advocating for their needs, concerns, and expectations at all levels.

CUSTOMER SERVICE EXECUTIVE:- Call Tronix Company Limited Multichoice Kenya :6TH Feb 2020 to November 20th 2021. Duties and Responsibilities

● Managing large amounts of inbound and outbound calls in a timely manner. ● Answering calls professionally to provide information about products and services, take/cancel orders or obtain details of complaints.

● Greet customers warmly and ascertain prole or reason for calling

● Identify customers’ needs, clarify information, research every issue and provide solutions to achieve customer satisfaction.

● Keep records of customers interactions, recording details or inquiries, complaints and comments as well as actions taken. Process orders, forms and applications.

● Work with the customer service manager to ensure proper customer service is being delivered.

● Taking part in training and other learning opportunities to expand knowledge of company and the position

● Understanding and striving to meet or exceed contact center metrics while providing excellent consistent customer service.

● Follow communication procedures, guidelines and policies.

● Meet personal/team qualitative and quantitative targets. Key Achievements

● Meeting personal and team qualitative and quantitative targets. REFEREES:

Mercy Chebet

Quality Assurance

Call Tronix

Tel: +254-***-***-***

Kennedy Ayub

Team manager

Call Tronix

Tel +254-***-***-***

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