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@minkykambuwa
Dynamic Customer Service Head with over 15 years of experience.
I am a dynamic Customer Service Head with over 15 years of experience in enhancing customer satisfaction across various sectors. My proven expertise in operations management, team leadership, and strategic planning has led to the successful implementation of quality assurance programs. I have a track record of optimizing call center performance and developing customer retention strategies that significantly reduced churn rates.
As the Founder of Kalm Holdings Pty Ltd, I craft premium scented candles and skincare products while overseeing order management and financial planning. My previous roles, including Contact Centre Manager at Botswana Power Corporation and Head of Contact Centre at Botswana Telecommunications Corporation Limited, have equipped me with a practical approach to problem-solving and a commitment to maintaining high service standards. I am poised to drive organizational success and exceed customer expectations.
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Work history, roles, and key accomplishments
Kalm Holdings Pty Ltd
Jul 2023 - Present (2 years 4 months)
Crafted premium scented candles, reed diffusers, room and linen sprays, and skincare products. Oversaw order management and financial planning for the business.
Botswana Power Corporation
May 2018 - Apr 2023 (4 years 11 months)
Directed all facets of Contact Centre operations, devising operational strategies through detailed assessments, capacity planning, and cost-benefit analyses. Established and upheld customer service standards while monitoring system performance and implementing quality assurance programs.
Botswana Telecommunications Corporation Limited
Apr 2016 - May 2018 (2 years 1 month)
Led a team of Contact Centre managers in developing and executing a viable BTCL Contact Centre strategy. Supervised high-quality inbound and outbound communications, managing problem resolution and customer complaints.
Botswana Telecommunications Corporation Limited
Sep 2013 - Mar 2016 (2 years 6 months)
Administered customer complaint handling processes, including first-level fault diagnosis and trouble ticketing. Planned and executed problem management systems integration in alignment with the fixed-mobile strategy.
Botswana Telecommunications Corporation Limited
Jun 2013 - Aug 2013 (2 months)
Developed and implemented comprehensive customer retention strategies to minimize churn. Managed customer complaints, ensuring resolution without escalation, and oversaw the implementation of new systems to enhance customer service efficiency.
Botswana Telecommunications Corporation Limited
Nov 2012 - May 2013 (6 months)
Oversaw the management of 148 Kitsong (Telecentres) Centres. Developed and implemented commercial plans to maximize the utilization of these centres.
Botswana Telecommunications Corporation Limited
Sep 2009 - Oct 2012 (3 years 1 month)
Managed call centre operations, overseeing daily activities and ensuring efficient service delivery. Focused on improving customer satisfaction and operational metrics.
Mascom Wireless
Jan 2007 - Aug 2009 (2 years 7 months)
Supervised retail sales operations, ensuring targets were met and customer service standards upheld. Managed a team of sales associates and handled inventory.
Botswana Telecommunications Corporation
Sep 2004 - Jan 2007 (2 years 4 months)
Led a team responsible for billing inquiries and customer complaints within the call centre. Ensured efficient resolution of issues and maintained high customer satisfaction.
Botswana Telecommunications Corporation
Nov 2005 - May 2006 (6 months)
Led call centre operations, focusing on strategic planning and execution to enhance service delivery. Managed teams and ensured adherence to quality standards.
Barclays Bank of Botswana
May 2004 - Sep 2004 (4 months)
Provided corporate service assistance, supporting various banking operations and client needs. Focused on ensuring smooth service delivery and client satisfaction.
Orinoco Call Centre
Nov 2001 - May 2004 (2 years 6 months)
Managed call centre operations and services, overseeing daily activities and ensuring operational efficiency. Focused on improving service quality and team performance.
Orinoco Call Centre
May 2001 - Oct 2001 (5 months)
Led a team of call centre agents, providing guidance and support to ensure high-quality customer interactions. Monitored performance and conducted training sessions.
Orinoco Call Centre
Oct 2000 - Apr 2001 (6 months)
Assisted the team leader in managing call centre operations and agent performance. Supported daily activities and ensured adherence to service standards.
Orinoco Call Centre
Mar 2000 - Sep 2000 (6 months)
Handled inbound and outbound customer calls, resolving inquiries and providing information. Maintained high levels of customer satisfaction.
Orinoco Call Centre
Mar 1999 - Feb 2000 (11 months)
Provided technical support and resolved customer issues as a helpdesk operator. Assisted users with various inquiries and ensured timely resolution.
Degrees, certifications, and relevant coursework
Senior Management Development Programme, Management
Completed the Senior Management Development Programme, enhancing skills in strategic leadership and management. Focused on advanced business concepts and their application in real-world scenarios.
Post Graduate Certificate, Enterprise Risk Management
Obtained a Post Graduate Certificate in Enterprise Risk Management, focusing on identifying, assessing, and mitigating risks within an organizational context. Gained expertise in developing robust risk management frameworks.
Bachelor of Arts Degree, Social Sciences, Economics & Demography
Earned a Bachelor of Arts Degree in Social Sciences, specializing in Economics & Demography. Developed a strong foundation in economic principles, demographic trends, and social research methodologies.
Software and tools used professionally
You can contact Minky and 90k+ other talented remote workers on Himalayas.
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