Hillary Mwakio

Monitored and evaluated customer interactions across voice and digital channels, ensuring adherence to quality and compliance standards, increasing the team's average Quality score from 89% to 94% while maintaining 98% evaluation accuracy. Delivered performance insights through KPI tracking, root-cause analysis, and quality reporting, contributing to a 12% improvement in FCR, a 9% increase in GSAT

Audited an average of 300 sales interactions daily to ensure compliance with organizational policies, client requirements, and regulatory standards, consistently maintaining 98% audit accuracy. Delivered structured, data-driven feedback to Team Leaders and agents, contributing to a 15% improvement in sales quality scores and a 20% reduction in recurring compliance errors across the account.

Managed a high-volume of airline customer service interactions while consistently achieving a 95% and above Quality Score, 90% and above GSAT, and meeting established AHT and FCR performance targets.

Delivered administrative support and front line customer service to walk-in clients, maintaining accurate records and ensuring service delivery standards were upheld. Maintained confidential student and administrative records, ensuring accuracy, regulatory compliance, and efficient document retrieval to support daily office operations.

Supported end-to-end television production workflows from pre-production planning through post-production editing, demonstrating strong attention to detail, process adherence, and quality control in a broadcast environment. Assisted with camera operations, studio set-up, and live recordings, collaborating effectively within cross-functional production teams.

Completed an intensive two-week Executive Assistant training focused on executive support, strategic operations, and business communication. Applied executive inbox management frameworks to triage, prioritize, and respond to high-volume emails while maintaining confidentiality and executive judgment.

Bachelor of Social Sciences in Mass Communication from Jomo Kenyatta University of Agriculture and Technology.