EDNA MOGAKA

Managed operations remotely, developing policies for customer service and strategic planning. Strengthened business relationships and identified growth opportunities.

Operations specialist with over 8 years of experience in issue resolution, customer experience, and process implementation. Currently overseeing local operations, developing growth plans, and leading a diverse team to enhance service delivery and efficiency.

Led the design, approval, and deployment of new platforms while managing system maintenance and data reporting. Collaborated with leadership to implement strategies for operational improvements.

Oversaw daily operations and trained teams to ensure smooth functioning across departments. Developed and communicated operational strategies to meet company goals.

Handled IT/IS operations, ensuring issue resolution and system administration across multiple locations. Collaborated with partners to enhance operational efficiency.

Resolved escalated issues from the call center, ensuring customer satisfaction and timely feedback.

Led a team in quality analysis and issue resolution, ensuring service delivery standards were met. Conducted training and performance appraisals.

Resolved complex escalations and managed client relationships, ensuring timely issue resolution and customer satisfaction.

Provided quality customer service, managed inquiries, and contributed to business growth through customer feedback and relationship management.

Documented customer inquiries and resolved issues promptly, promoting products and ensuring customer satisfaction.

Spearheaded design and project management, conducting market research to drive sales growth.

Assisted in staff onboarding and performance appraisal processes, maintaining employee records.