LM
Open to opportunities

Lilian Mwangi

@lilianmwangi

Experienced customer service team leader focused on enhancing customer experiences.

Kenya

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

TE
Current

Customer Service Team Manager

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.

Education

Degrees, certifications, and relevant coursework

KU

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.

MC

Meru University College

Diploma, Business Administration

2010 - 2012

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

AL

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.

MU

Mt Kenya University

Certificate, Information Technology

2010 - 2010

Completed a Certificate in Information Technology, focusing on essential IT skills and knowledge applicable in various business environments.

Tech stack

Software and tools used professionally

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Lilian Mwangi - Customer Service Team Manager - Teleperformance | Himalayas