About Candidate



BED 2012
Bachelor of Education
KCSE 2012
Teremi High School

Earned a certificate (KCSE) B plain of 65 points English B-(Minus) Biology A- (Minus) Geography B (Plain) Kiswahili B (Plain) Chemistry B (Plain) Mathematics C+ (Plus) Agriculture A (Plain)

KCPE 2002
Wamunyiri Primary school

Earned a certificate (KCPE) 309 Total marks out of 500 Marks English B (Plain) Kiswahili B (Plain) Mathematics B- (Minus) Science C+ (Plus) Geography, History & Civics and Religious Education C+ (Plus

Work & Experience

Customer Experience Team Leader 02/01/2020

• Leadership and Supervision. • Oversee the day-to-day activities and operations of the Contact Centre. • Coach, mentor and develop Contact Centre agents • Monitor and report on the productivity of contact center staff Prop • Manage coaching & quality for call center officers. • Propagate a culture of customer care, professionalism, agility and innovation

Customer Service Officer 13/06/2016 - 31/12/2019

- Updating, and preparing performance reports for, the Call Centre Team Leader. - Provide escalation support. - Assigning employee work shifts and schedule work tasks. - Distribute reports to the appropriate personnel. - Promoting the supportive image of the company in every way possible. - Responding to social media accounts. - Helping call center employees to meet daily operational goals.

Contact Centre Agent 17/06/2013 - 10/06/2016
Co-operative Bank of Kenya

- Log in to Avaya CTI System, Real Time Processing System (RTPS), CMS, Branch power/ BFUB,CRM, Loan track, M Coop Cash System and Retail Internet Banking System to aid client queries. - Handle customer calls as per bank stipulated standard. - Updating customer complaints via Customer Relationship Management. - Identify customers’ needs and sell benefits. - Calmly deal with often challenging issues in customer complaints department - Resolve any customer grievances and provide solutions accordingly - Escalate calls to relevant departments when required


Customer Delight Award Q1 2021
Customer Experience Champion Q3 2021

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