Open to opportunities

Duncan Ngwaye

@duncanngwaye

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Goal-oriented Call Center Manager with a passion for exceeding targets.

Kenya

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What I'm looking for

I am looking for a role that challenges me and allows for career growth while fostering a positive team environment.

I am a dedicated Call Center Manager with extensive experience in delivering exceptional customer service across various sectors, including financial services and telecommunications. My career is marked by a proven ability to maintain customer satisfaction and drive sales revenue. I thrive in dynamic environments and am passionate about exceeding targets while fostering a positive team culture.

Throughout my career, I have successfully managed teams, trained staff, and implemented strategies that enhance operational efficiency. My role at CCI Kenya has allowed me to refine my leadership skills, ensuring that my team consistently meets and surpasses performance metrics. I believe in the power of effective communication and have a knack for explaining complex concepts in an understandable way, which has been crucial in resolving sensitive customer issues.

With a calm demeanor and a strong focus on customer-centric services, I am committed to creating an environment where both employees and customers feel valued. I am now looking to leverage my skills and experience in a challenging new role that allows me to continue making a significant impact in the customer service industry.

Experience

Work history, roles, and key accomplishments

Current

Call Center Manager

Current

CCI Kenya

Jan 2022 - Present (3 years 6 months)

In charge of training, and managing staff to handle customer service issues. To set, meet, and exceed goals by providing customers excellent service and helping motivate my team to do the same using key metrics.

Customer Service Team Leadership Performance Management Training Development Call Center Operations

Operations Manager

Secoworld Technologies Limited

Dec 2020 - Jan 2022 (1 year 1 month)

Supervised, hired, and trained employees, managed quality assurance programs, and strategized process improvements. Ultimately responsible for maintaining and increasing the efficiency of business operations.

Operations Management Quality Assurance Process Improvement

Call Center Manager

Betin Kenya

Dec 2017 - Dec 2020 (3 years)

Hired, trained, prepared, and motivated staff members to provide excellent service to customers. Set objectives, analyzed call center metrics, ensured that the company and staff met goals, and provided reliable, efficient support for customers.

Performance Metrics Goal Setting

Project Manager

Techno Brain BPO / (ITES) Limited

Aug 2013 - Dec 2017 (4 years 4 months)

Coordinated and directed the activities of the service delivery team to ensure set goals were achieved.

Project Management Team Coordination Service Delivery ITES

Premium Accounts Analyst

Liberty Life Insurance Company

Jun 2003 - Nov 2011 (8 years 5 months)

Processed and reconciled premium transactions, assisted clients and agents in premium related inquiries. Prepared monthly reconciliation reports and performed other customer service duties.

Premium Processing Account Reconciliation Client Services Customer Service Report Preparation

Education

Degrees, certifications, and relevant coursework

Daystar University

Bachelor of Commerce, Business Administration and Management, General

Acquired a strong foundation in business administration and management, covering general business principles and practices. Developed skills in various aspects of commerce essential for organizational success.

Loma Education

Diploma in Financial Services, Insurance

Gained specialized knowledge in financial services with a focus on insurance. Studied key concepts and practices within the insurance industry, preparing for roles in financial sectors.