Collince Ouma

I am a dedicated Customer Service Specialist with over 5 years of experience in call center operations and customer support. My journey has been marked by a commitment to excellence in managing customer inquiries, claims verification, and complaint resolution. I have successfully led high-performing teams, ensuring that service quality and customer satisfaction remain at the forefront of our operations.

In my most recent role as a Customer Experience Team Lead at Teleperformance Kenya, I managed a team of 25 agents, focusing on productivity and service quality. I utilized CRM tools to track service trends and resolve complex queries, while also maintaining a supportive environment for my team. My ability to analyze performance metrics and implement best practices has consistently resulted in high customer satisfaction rates.

With a strong foundation in documentation and SOP compliance, I am adept at navigating multi-system environments. I am passionate about fostering a culture of empathy and flexibility, which I believe are essential in delivering exceptional customer experiences.