Open to opportunities

Lillian Ippappoo

@lillianippappoo

Message

I drive customer service results as a Call Center Back Officer and Supervisor.

Kenya

Message

What I'm looking for

I want to work where I can lead customer-service teams, improve first-call resolution and CRM/ERP accuracy, and consistently hit measurable targets—while collaborating in a supportive, data-driven environment.

I’m a customer-focused professional currently working as a Call Center Back Officer at Bboxx Capital Limited. I identify and resolve complex customer issues, improving customer experience and loyalty through strong problem-solving and process improvement.

In my acting Call Center Supervisor role, I led a team of call center representatives to meet call volume targets, increasing productivity by 20% within 3 months. I coached representatives, streamlined product information for operators, and supported budget management to improve oversight and strategic resource allocation.

I’ve built measurable outcomes across customer service and customer care, including a 30% increase in first call resolution rate and a 25% decrease in escalations to upper management. I also manage ERP/CRM data uploads with a 20% increase in data accuracy and efficiency, and I consistently exceed monthly sales targets by 20% while maintaining a 95% issue resolution rate.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Back Officer

Current

Bboxx Capital Limited

Dec 2022 - Present (3 years 6 months)

Resolved 15% more complex customer issues, reducing customer complaints by 10%. Built a new customer service training program that increased first call resolution by 30% and reduced escalations by 25%.

Customer Service Training Development First Call Resolution (FCR)Complaint Management Call Center Operations Escalation Handling

Customer Care Call Agent

Bboxx Capital Limited

Feb 2020 - Dec 2022 (2 years 10 months)

Handled inbound and outbound customer calls and consistently exceeded monthly sales targets by 20%, supporting team revenue goals. Achieved a 95% customer issue resolution rate (10% above benchmark) and accurately documented customer interactions in the call center database.

Outbound Calling Sales Support CRM Call Center Database Customer Relationship Management Documentation Customer Retention

Safaricom Brand Ambassador

Safaricom

Feb 2019 - Jan 2020 (11 months)

Promoted Safaricom products in the field, gathered market feedback, and supported branding initiatives. Registered Safaricom lines, activated M-Pesa services, and distributed lines to retail shops.

Field Sales Product Promotion Distribution M Pesa Service Activation SIM Line Registration Customer Engagement Lead Generation

Technical Assistant

Intersurf Cables

Oct 2017 - Jan 2018 (3 months)

Provided technical support and training to 50+ staff, increasing overall IT literacy and efficiency by 20%. Resolved 100+ technical issues per week, maintained 95% customer satisfaction, and resolved 95% of support tickets within SLA.

Technical Support Troubleshooting Staff Training Ticket Resolution SLA Management Customer Satisfaction Issue Tracking