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@lilianmwangi
Experienced customer service team leader focused on enhancing customer experiences.
KenyaI 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.
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Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
Work history, roles, and key accomplishments
Teleperformance
Aug 2021 - Present (4 years 3 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.
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.
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.
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.
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.
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.
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.
Ministry of Trade
Sep 2012 - Sep 2012 (0 months)
Assisted with data entry tasks, ensuring accuracy and timely processing of information for departmental needs.
Degrees, certifications, and relevant coursework
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.
Diploma, Business Administration
2010 - 2012
Earned a Diploma in Business Administration, gaining foundational knowledge in business principles, management, and operational strategies.
Certificate, Virtual Assistance
2024 -
Completed a certificate program in Virtual Assistance, equipping with skills to provide administrative support and enhance productivity for various clients.
Certificate, Information Technology
2010 - 2010
Completed a Certificate in Information Technology, focusing on essential IT skills and knowledge applicable in various business environments.
Software and tools used professionally
KenyaYou can contact Lilian and 90k+ other talented remote workers on Himalayas.
Message Lilian
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