Open to opportunities

Catherine Mwendia

@catherinemwendia

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Experienced people manager specializing in communications and customer service.

Kenya

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What I'm looking for

I am looking for a role that values leadership, teamwork, and continuous improvement.

I am a well-equipped people manager with over 10 years of experience in Communications, Public Relations, Marketing, and Call Centre Management. My journey has been marked by a dedication to customer service, where I have honed my skills as a specialist for 6 years. I thrive in dynamic environments and pride myself on being a quick learner and a natural leader.

In my current role as Customer Engagement Team Manager at Sun King, I lead a team of 30 agents, ensuring seamless communication and resolution of customer issues. I have successfully implemented strategies that enhanced customer satisfaction, achieving a 95% positive feedback rate. My focus on team performance has resulted in maintaining high KPIs and reducing average handling times significantly.

Throughout my career, I have demonstrated exceptional organizational and planning skills, alongside magnificent communication abilities. I am passionate about fostering a collaborative team environment and continuously seek opportunities to upskill my team members, ensuring we meet and exceed our targets.

Experience

Work history, roles, and key accomplishments

Current

Customer Engagement Team Manager

Current

Sun King

Jul 2023 - Present (2 years 2 months)

Leading a team of 30 agents to enhance customer engagement across multiple channels. Achieved a 95% positive feedback rate and reduced Average Handling Time significantly. Conducted training sessions and prepared performance reports for senior management.

Team Leadership Customer Engagement CRM Tools performance reporting Workflow Optimization Communication Skills Problem Solving

Inbound Team Manager

Sun King

Dec 2021 - Jun 2023 (1 year 6 months)

Managed a team of 15 inbound agents, focusing on real-time client call handling. Improved team performance metrics and implemented strategies to reduce call drop rates. Conducted training and prepared performance reports.

Team Management Call Center Operations Performance Metrics Training Scheduling Six Sigma Customer Service Reporting Communication Skills Problem Solving

Agent Relations Team Manager

Sun King

Jul 2021 - Dec 2021 (5 months)

Oversaw a team of 25 outbound agents, focusing on issue resolution and team performance. Implemented automation processes and conducted wellness surveys to enhance team efficiency.

Team Leadership Performance Management Automation Scheduling Communication Skills Reporting Problem Solving Training

Customer Service Executive - Collections

Sun King

Jan 2018 - Feb 2020 (2 years 1 month)

Managed inbound and outbound calls, resolving customer queries and supporting payment collections. Conducted quality surveys and built strong customer relationships.

Customer Service Relationship Building Communication Skills Multitasking Team Collaboration Problem Solving

Project Manager Assistant

Africa 118

Jan 2016 - Dec 2017 (1 year 11 months)

Assisted the Project Manager in communication planning and stakeholder management. Monitored project activities and conducted market research for mobile app development.

Project Management Communications Planning Stakeholder Engagement Market Research Risk Management Reporting Team Collaboration Administrative Support Problem Solving Time Management

Freelance Production Assistant

GingerInk Films EPZ

Aug 2014 - Dec 2014 (4 months)

Managed production budgets and schedules, overseeing legal clearances and contract management for film production. Acted as set administrator and coordinated meetings.

Budget Management Production Management Legal Compliance Scheduling Contract Management Communication Skills Team Collaboration Administrative Support Problem Solving Time Management

Customer Service Representative

Direct Channel Simba Technologies

Jan 2007 - May 2014 (7 years 4 months)

Assisted customers in defining their business needs and provided information on products and services. Trained new staff on customer service procedures.

Customer Service Product Knowledge Training Communication Skills CRM Management Problem Solving Team Collaboration Cross Selling Upselling

Customer Service Representative

Spanco BPO

Dec 2002 - Apr 2007 (4 years 4 months)

Provided customer support by answering inquiries and assisting with product information. Led training sessions for new staff and maintained customer records.