Cynthia Mocheche

Assessed agent-customer interactions against client, industry, regulatory, and legislative compliance requirements. Monitored and evaluated customer interactions for adherence to call quality standards and KPIs, including resolution, tone, and handling time.

Evaluated calls monthly for quality benchmarking, identifying improvement areas for individual agents and process workflows. Partnered with the QA Team Lead to monitor compliance and support timely escalations from frontline agents.

Managed day-to-day customer queries, prioritizing service experience in all activities. Maintained comprehensive records of customer interactions in CRM systems, detailing inquiries, complaints, and action steps taken.

Discussed payment options with customers to ensure prompt payment of their loans and inputted customer call responses and feedback into the OKash Bi System Collection module. Retained customer loyalty while initiating the process for collection of payments.

Grade: Second Class Honors, Upper Division

Completed a Bachelor of Commerce with a focus on Finance, achieving Second Class Honors, Upper Division. Gained comprehensive knowledge in financial principles and practices.

Obtained a Certificate in Computer Applications, developing foundational skills in various computer programs and software.

Grade: B+

Completed the Kenya Certificate of Secondary Education, demonstrating proficiency across various subjects. Achieved a Grade of B+.