Open to opportunities

Charity M

@charitym

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Dynamic Customer Service Team Lead enhancing satisfaction through data-driven strategies.

Kenya

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What I'm looking for

I am looking for a role that fosters collaboration, values customer experience, and offers opportunities for professional growth.

I am a dynamic Customer Service Team Lead with a proven track record at Branch Microfinance Bank, where I have significantly enhanced customer satisfaction through data-driven strategies and process automation. My leadership has resulted in a 10% increase in Customer Satisfaction (CSAT), showcasing my commitment to optimizing customer experiences and driving operational efficiency.

Throughout my career, I have successfully managed and optimized customer support operations, leading initiatives that improved response times and reduced drop rates. My ability to collaborate cross-functionally has allowed me to refine workflows and implement targeted solutions based on customer feedback trends. I take pride in designing training programs that enhance team performance, resulting in improved resolution accuracy and overall team productivity.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience & Operations Lead

Current

Branch Microfinance Bank

Apr 2023 - Present (2 years 3 months)

Managed and optimized customer support operations, driving a 10%+ increase in CSAT and a 15%+ improvement in FCR. Led process automation initiatives to create and optimize a chat-bot feature, improving efficiency and reducing manual work for customer queries.

Team Management Data Analysis Process Automation Chatbot Development Zendesk Workforce Planning Cross Functional Collaboration

Customer Success Senior Associate

Branch Microfinance Bank

Apr 2020 - Present (5 years 3 months)

Assisted in recruitment outreach to prospective employees and trained new agents, conducting regular team check-ins. Managed daily operations effortlessly when the team lead was unavailable, ensuring business continuity by liaising with Engineers and other relevant team members.

Recruitment Training Team Leadership Customer Service Time Management Conflict Resolution Account Management Business Continuity Mentoring Communication

Customer Social Media Community Manager

Branch Microfinance Bank

Apr 2017 - Present (8 years 3 months)

Reduced response time for customer inquiries on social media channels using Zendesk as an efficient monitoring system. Collaborated closely with the Marketing team to strategize and execute social campaigns, contributing to brand visibility and product promotion.

Social Media Management Zendesk Customer Satisfaction Crisis Management Co Marketing Training Swahili Translation Community Engagement

Fin-tech Customer Service Specialist

Branch International

Feb 2016 - Present (9 years 5 months)

Provided customer service support within the Fin-tech sector. Assisted customers with inquiries and resolved issues related to financial technology products and services.

Customer Service Financial Technology Customer Support Communication

Customer Service Specialist

AFB

Jan 2014 - Present (11 years 6 months)

Delivered customer service support to clients. Managed customer inquiries and provided solutions to various service-related concerns.

Customer Service Client Relations Problem Solving Communication Support

Customer Service

Horizon Contact Centers, Yu Mobile

Jan 2013 - Present (12 years 6 months)

Provided customer service support in a contact center environment. Handled customer calls and resolved issues efficiently.

Customer Service Communication

Customer Service Executive

Knite Communication

Jan 2012 - Present (13 years 6 months)

Served as a Customer Service Executive, assisting customers with their needs. Ensured customer satisfaction through effective communication and problem-solving.

Customer Service Customer Satisfaction Communication Problem Solving

Education

Degrees, certifications, and relevant coursework

University of Cape Town

Short Course, Social Media Marketing

Completed a short course in Social Media Marketing. Gained expertise in developing and executing social media strategies, content creation, and audience engagement.