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@judywambui1
Experienced Call Center Team Leader focused on customer service excellence.
I am a dedicated Call Center Team Leader with a proven track record in enhancing customer service excellence and team performance. With experience managing teams of up to 15 customer service representatives, I have successfully increased customer satisfaction by 25% and elevated team productivity by 40% through personalized training programs and effective communication strategies.
My career has been marked by a commitment to professional development and conflict resolution, ensuring that team members are aligned with organizational goals. I have implemented quality assurance measures and optimized workflows, resulting in a 30% reduction in customer complaint resolution time. I thrive in dynamic environments and am passionate about fostering a culture of continuous improvement.
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Work history, roles, and key accomplishments
Purpink Gifts Kenya
Jan 2025 - Present (10 months)
Set clear objectives, define roles and responsibilities, and ensure each team member aligns with the team's vision. Increased customer satisfaction by 25% through personalized training programs and enhanced CRM tools usage.
Purpink Gifts Kenya
Jan 2025 - Present (10 months)
Led a customer service team, overseeing daily operations and ensuring high-quality customer interactions. Provided guidance and support to team members to help them achieve individual targets and KPIs.
Teleperfomance Kenya
Oct 2021 - Present (4 years 1 month)
Developed and implemented call center strategies and operations, ensuring objectives were met and monitoring performance to identify areas of improvement. Managed and motivated call center staff to ensure high levels of performance and customer satisfaction.
Majorel Kenya
Jun 2021 - Sep 2021 (3 months)
Delivered service excellence by efficiently problem-solving and reacting positively to customer situations in a professional manner. Met standards in volume, quality, performance, and attendance while investigating customer requirements using specific CRM systems.
Inventure Mobile
Jul 2019 - Apr 2021 (1 year 9 months)
Called customers with overdue accounts and loans, explaining the benefits of repayment and good credit history. Set up payment plans and follow-up schedules, while establishing and maintaining caring relationships with customers.
Inventure Mobile
Nov 2018 - Jul 2019 (8 months)
Built strong relationships with customers by following communication procedures, guidelines, and policies. Provided accurate and complete information using established communication methods and collaborated with the Team Lead to ensure proper service delivery.
Jamii-Telecommunication Limited
Jan 2017 - Oct 2018 (1 year 9 months)
Handled incoming calls and provided solutions/advice to customers regarding their internet services. Monitored and responded to incoming SMS, and made follow-up calls to increase customer satisfaction and ensure no outstanding issues.
Britam Insurance
Feb 2016 - Dec 2016 (10 months)
Customized insurance policies for clients, calculated premiums, and determined payment methods. Ensured all policy requirements were fulfilled and developed strategies to compete effectively with other insurance companies.
Technobrain BPO
Jun 2013 - Feb 2016 (2 years 8 months)
Called customers after sales to ensure satisfaction and responded to customer queries. Identified system and workflow improvements to enhance team efficiency and offered advice or authorized special adjustments for difficult customer concerns.
Indra Company Limited
Jan 2010 - Nov 2010 (10 months)
Gained practical experience in a professional environment, contributing to team projects and learning industry best practices. Supported various departmental functions, enhancing overall operational efficiency.
Degrees, certifications, and relevant coursework
Bachelor of Business Information Technology, Business Information Technology
Studied the fundamentals of Business Information Technology.
You can contact Judy and 90k+ other talented remote workers on Himalayas.
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