At Karooooo Ltd, I handle escalated technical and account issues and manage customer cases in Genesys, keeping them within SLA. I also provide technical input during stolen-vehicle recovery incidents.
At Rivercross Tracking Kenya Ltd, I managed client queries and reporting on cargo movements, violations, and driver conduct. I built a status-reporting format largely from scratch for financed-asset accounts.
At Horizon Contact Centers, I delivered First Time Resolution and, as Team Leader, conducted quality assessments and coaching. Across these roles, I’ve worked on support processes, case resolution, and frontline performance.
