Open to opportunities

Gillian Achieng

@gillianachieng

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Results-driven Customer Experience & Quality Assurance Specialist.

Zimbabwe

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for growth.

I am a results-driven Customer Experience and Quality Assurance Specialist with over 4 years of professional experience in customer support, coaching, and quality auditing. My recent completion of executive assistant training with Athena has equipped me with high-level organizational and administrative skills, enabling me to support senior executives effectively. I have a proven track record in resolving customer issues, optimizing service quality, and implementing process improvements that drive satisfaction and operational efficiency.

Throughout my career, I have demonstrated my ability to oversee team performance, provide mentorship, and deliver actionable feedback that fosters continuous improvement. My experience as a Quality Analyst at Teleperformance involved managing a team of over 30 agents, where I maintained a 95%+ quality standard alignment and resolved 90% of support escalations within 24 hours. I am passionate about delivering top-tier support and contributing to business growth, and I thrive in environments that challenge my skills and allow me to make a meaningful impact.

Experience

Work history, roles, and key accomplishments

Quality Analyst

Teleperformance

Jan 2024 - Jan 2024 (0 months)

Oversaw daily performance of a team of 30+ agents, ensuring alignment with KPIs and quality benchmarks. Led coaching sessions and prepared performance reports, influencing management decisions. Achieved a 15% boost in compliance and reduced escalation rates by 20%. Trained new content moderators to meet quality targets.

Team Leadership KPI Tracking Quality Assurance Performance Reviews Coaching CRM Tools Conflict Resolution Process Improvement Reporting

Customer Service Agent

Majorel Kenya

Sep 2022 - Dec 2023 (1 year 3 months)

Handled over 100 customer interactions daily, maintaining a 92% satisfaction rating. Mentored new agents, reducing onboarding time by 30%. Initiated process improvements that increased resolution speed by 25% and de-escalated 95% of potential complaints.

Mentoring Process Improvement Conflict Resolution Customer Satisfaction CRM Tools Team Collaboration

Customer Service Agent

Jumia Kenya

Oct 2021 - Sep 2022 (11 months)

Managed over 80 customer inquiries daily, achieving a 15% increase in satisfaction scores. Improved first-contact resolution by 18% and collaborated with escalation teams to reduce resolution time by 20%. Recognized for top-tier service delivery.

Customer Satisfaction First Contact Resolutions Team Collaboration Customer Escalation CRM Tools Service Delivery

Education

Degrees, certifications, and relevant coursework

University of Nairobi

Bachelor of Arts, Psychology and Sociology

2017 - 2021

Completed a Bachelor of Arts in Psychology and Sociology, focusing on understanding human behavior and social dynamics, which provided a strong foundation for a career in customer experience and quality assurance.

St. Mary’s Lwak Girls’ High School

KCSE

2012 - 2015

Completed the Kenya Certificate of Secondary Education (KCSE), gaining foundational knowledge and skills that prepared me for higher education and professional development.