Judy Wambui

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.

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.

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.

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.

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.

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.

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.

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.

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.

Gained practical experience in a professional environment, contributing to team projects and learning industry best practices. Supported various departmental functions, enhancing overall operational efficiency.

Studied the fundamentals of Business Information Technology.