EOEmma Otieno
@emmaotieno1
Experienced Customer Service Manager passionate about enhancing customer experiences.
KenyaWhat I'm looking for
I am a Customer Service Manager with over 8 years of experience leading teams in fast-paced environments. My expertise lies in streamlining operations, improving customer satisfaction, and driving performance metrics. I am adept at implementing customer-centric solutions and training staff to deliver optimal service. My passion for enhancing customer experiences is matched by my commitment to fostering team development and continuous improvement.
Currently, I oversee customer service operations at Vuma Fiber, where I develop and implement policies, lead a team of representatives, and handle escalated complaints. My role involves monitoring KPIs, analyzing data, and collaborating with other departments to enhance the customer experience. I take pride in identifying areas for improvement and proposing effective solutions to ensure compliance with company policies and industry regulations.
Previously, I served as a Customer Service Team Lead at Chipper Cash, where I managed day-to-day interactions and built strong relationships with clients. I implemented new technologies to streamline communication and fostered a customer-first culture within my team. My journey in customer service began as a representative at Wananchi Group, where I developed my skills in conflict resolution and customer feedback analysis, laying the foundation for my successful career.
Experience
Work history, roles, and key accomplishments
Customer Service Manager
Vuma Fiber
Jan 2023 - Present (2 years 6 months)
Oversaw customer service operations, developing and implementing policies and procedures to ensure smooth and efficient processes. Led and motivated a team of customer service representatives, handling escalated customer complaints and resolving complex issues.
Customer Service Team Lead
Chipper Cash
Sep 2021 - Present (3 years 10 months)
Managed day-to-day customer interactions and inquiries, building and maintaining strong relationships with key clients. Implemented new technologies and tools to streamline communication and evaluated employee performance through regular reviews.
Customer Service Representative
Chipper Cash
Oct 2019 - Present (5 years 9 months)
Responded to customer inquiries via phone, email, or chat, resolving issues and providing accurate information and solutions. Maintained detailed records of customer interactions in the CRM system and collaborated with other departments to resolve service-related issues.
Customer Service Representative
Wananchi Group- Zuku
May 2016 - Present (9 years 2 months)
Addressed customer inquiries regarding internet plans, billing, and service features, assisting with troubleshooting connectivity issues and providing basic technical support. Diagnosed and resolved network problems, including modem/router configurations and signal issues.
Education
Degrees, certifications, and relevant coursework
UNUniversity of Nairobi
Bachelor of Humanities and Social Science, Humanities and Social Science
Studied a comprehensive curriculum in Humanities and Social Science at the University of Nairobi. Gained a strong foundation in various disciplines, preparing for diverse professional roles.
Kyeni Girls High School
Kenya Certificate of Secondary Education, General Studies
Completed secondary education at Kyeni Girls High School, earning the Kenya Certificate of Secondary Education. Developed foundational academic skills and knowledge across various subjects.
Availability
Location
KenyaAuthorized to work in
Social media
Job categories
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