At CCI Kenya, I handle inbound and outbound customer interactions for the Utilita UK Energy Campaign, resolve account and payment concerns, and work with Credit Control teams to arrange repayment plans. I maintain customer records in CRM systems and have consistently exceeded KPI, quality assurance, and productivity targets.
I also lead pre-shift briefings, provide floor support, and assist with onboarding and training new agents. Earlier, I conducted household surveys for the Ministry of Labour and Social Protection and supported community outreach and case documentation in other roles.
