Minky Kambuwa

Crafted premium scented candles, reed diffusers, room and linen sprays, and skincare products. Oversaw order management and financial planning for the business.

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.

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.

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.

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.

Oversaw the management of 148 Kitsong (Telecentres) Centres. Developed and implemented commercial plans to maximize the utilization of these centres.

Managed call centre operations, overseeing daily activities and ensuring efficient service delivery. Focused on improving customer satisfaction and operational metrics.

Supervised retail sales operations, ensuring targets were met and customer service standards upheld. Managed a team of sales associates and handled inventory.

Led a team responsible for billing inquiries and customer complaints within the call centre. Ensured efficient resolution of issues and maintained high customer satisfaction.

Led call centre operations, focusing on strategic planning and execution to enhance service delivery. Managed teams and ensured adherence to quality standards.

Provided corporate service assistance, supporting various banking operations and client needs. Focused on ensuring smooth service delivery and client satisfaction.

Managed call centre operations and services, overseeing daily activities and ensuring operational efficiency. Focused on improving service quality and team performance.

Led a team of call centre agents, providing guidance and support to ensure high-quality customer interactions. Monitored performance and conducted training sessions.

Assisted the team leader in managing call centre operations and agent performance. Supported daily activities and ensured adherence to service standards.

Handled inbound and outbound customer calls, resolving inquiries and providing information. Maintained high levels of customer satisfaction.

Provided technical support and resolved customer issues as a helpdesk operator. Assisted users with various inquiries and ensured timely resolution.

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.

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.

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.