Margaret Wambui
@margaretwambui3
Experienced Call Centre Manager driving customer satisfaction and operational efficiency across banking and e-commerce.
KenyaWhat I'm looking for
I am a results-driven contact centre leader with 9+ years of experience in customer service, relationship management, and collections across banking, retail, and e-commerce sectors. I focus on improving operational efficiency and delivering reliable customer outcomes.
I have led distributed teams across Kenya, Ghana, Nigeria, and Uganda, managing up to 45 agents and implementing remote work that increased capacity and improved agent satisfaction and productivity by 20%. I have a proven record in portfolio management, reducing bad debt exposure and improving payment performance.
I leverage CRM systems, process improvements, training and coaching, and data-driven reporting to boost compliance, quality, and team performance. I am eager to bring strategic leadership and operational excellence to an organization looking to scale customer experience and recovery results.
Experience
Work history, roles, and key accomplishments
Head of Contact Centre
Halisi Labs Ltd
Aug 2023 - Present (2 years)
Managing and leading a diverse, high-performing contact centre team across Kenya, Ghana, Nigeria, and Uganda; boosted agent satisfaction and productivity by 20% and expanded call centre capacity following remote-work implementation from June 2024.
Portfolio Manager
Gilchery Skip-Trace Ltd
Nov 2019 - Jul 2023 (3 years 8 months)
Led a 45-person team managing ABSA loan portfolios, optimizing charge-off and write-off processes to improve portfolio composition and profitability.
Senior Tele Collections Officer
Standard Chartered Bank
Jul 2015 - Sep 2019 (4 years 2 months)
Reduced bad debt exposure by implementing CRM-driven collection strategies, maintained high call volumes, and trained new collections staff to improve team performance.
Senior Collections Officer
Africa Finance Business
Jun 2013 - Jun 2015 (2 years)
Optimized CRM usage and dispute resolution processes to elevate customer retention, driving a 5% increase in card payments within the first quarter.
Collections and Recoveries Officer
Barclays Bank of Kenya
Jan 2012 - May 2013 (1 year 4 months)
Revamped document filing and scheduling systems, improving document retrieval by 40% and increasing team productivity and efficiency by 30%.
Senior Office Administrator
Talent Quest Africa Ltd
Jun 2011 - Dec 2011 (6 months)
Spearheaded daily office operations, digitized filing systems, and coordinated executive travel and meetings to improve document accessibility and operational efficiency.
Education
Degrees, certifications, and relevant coursework
KUKenyatta University
Bachelor of Environmental Science, Environmental Science
Completed a Bachelor of Environmental Science at Kenyatta University.
Limuru Institute of Information Technology
Certificate in Computer Applications, Computer Applications
Earned a Certificate in Computer Applications from Limuru Institute of Information Technology.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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