Open to opportunities

Lilian Mwangi

@lilianmwangi

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Experienced customer service team leader focused on enhancing customer experiences.

Kenya

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What I'm looking for

I am looking for a challenging role that enhances customer experiences and fosters team growth.

I am an experienced and innovative customer service team leader with over 5 years of expertise in customer experience management and contact center operations. My journey has been defined by my commitment to enhancing customer satisfaction and loyalty through strategic leadership and innovative solutions. I thrive in dynamic environments where I can lead and motivate teams to achieve operational excellence.

Currently, I serve as a Customer Service Team Manager at Teleperformance Nairobi, where I oversee a team of 20-30 customer care representatives. My role involves monitoring performance metrics, coaching agents, and implementing processes that drive efficiency and improve customer interactions. Notably, I have successfully increased first-call resolution rates by 15% and reduced customer complaints by 30% through the development of new policies and procedures.

My previous experiences as a Customer Service Representative and Virtual Assistant have equipped me with a diverse skill set, allowing me to manage client interactions effectively and provide exceptional support. I am passionate about continuous improvement and seek a challenging role that allows me to leverage my skills to enhance the customer journey further.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Team Manager

Current

Teleperformance

Aug 2021 - Present (3 years 10 months)

Leading a team of 20-30 customer care representatives, I oversee daily operations to resolve customer issues and enhance service quality. My role involves performance monitoring, coaching, and strategic management of inbound volume to ensure customer satisfaction and operational efficiency.

Team Leadership Performance Management Customer Satisfaction Coaching Process Improvement Conflict Resolution Communication Skills Reporting

Customer Service Representative

Majorel Kenya

Nov 2020 - Aug 2021 (9 months)

Managed client interactions for Bolt services, handling inquiries and complaints through voice and non-voice channels. Achieved high customer satisfaction scores by utilizing CRM systems and optimizing customer engagement strategies.

CRM Systems Call Center Operations Data Entry Communication Skills Customer Engagement Problem Solving Performance Metrics Team Collaboration

Virtual Assistant

Upwork Global Inc.

Jun 2020 - Feb 2021 (8 months)

Provided virtual assistance to various clients, managing schedules, conducting research, and maintaining databases. Ensured high client satisfaction through effective communication and tailored support.

Virtual Assistant Time Management Client Communication Database Management Project Management Problem Solving Invoicing

Assistant Procurement Officer

Selecta Kenya

Jan 2018 - Jul 2020 (2 years 6 months)

Managed procurement activities, ensuring efficiency and compliance with regulations. Conducted market research and negotiated contracts, achieving significant cost savings and improved supplier performance.

Contract Negotiation Market Research Supplier Management Inventory Management Compliance Vendor Appraisal Problem Solving Communication Skills

Sales Representative

Unique Investors Properties

Aug 2017 - Nov 2017 (3 months)

Engaged with clients to promote property sales, providing exceptional customer service and support throughout the sales process.

Customer Service Client Engagement Communication Skills Negotiation Market Knowledge Relationship Building Problem Solving Time Management Team Collaboration

Business Finance Officer

Eclof Kenya

Jan 2016 - Jan 2017 (1 year)

Supported financial operations and customer service, ensuring accurate processing of transactions and maintaining high levels of client satisfaction.

Financial Operations Customer Service Communication Skills Problem Solving Time Management Team Collaboration Reporting

Sales Representative

Faulu Kenya DTM Ltd

Aug 2013 - Aug 2015 (2 years)

Promoted financial products and services, engaging with customers to meet their needs and drive sales growth.

Customer Engagement Product Knowledge Communication Skills Negotiation Market Analysis Relationship Building Problem Solving Time Management Team Collaboration

Data Entry Clerk Intern

Ministry of Trade

Sep 2012 - Sep 2012 (0 months)

Assisted with data entry tasks, ensuring accuracy and timely processing of information for departmental needs.

Data Entry Time Management Administrative Support Communication Skills Problem Solving Team Collaboration Microsoft Office Data Management Confidentiality

Education

Degrees, certifications, and relevant coursework

Kenya Methodist University

Bachelor's Degree, Business Information Technology

2021 - 2024

Pursuing a Bachelor's Degree in Business Information Technology, focusing on the integration of technology in business processes and enhancing operational efficiency.

Meru University College

Diploma, Business Administration

2010 - 2012

Earned a Diploma in Business Administration, gaining foundational knowledge in business principles, management, and operational strategies.

AlxAfrica

Certificate, Virtual Assistance

2024 -

Completed a certificate program in Virtual Assistance, equipping with skills to provide administrative support and enhance productivity for various clients.