At CCI Kenya (Tatu City), I handle 300+ inbound customer interactions daily across phone, email and live chat, including order-tracking requests and complaints. I support VIP customers, manage escalated cases and maintain weekly quality assurance scores of 85%–100%.
I also provide floor support and process guidance to agents, and coach and mentor new hires on customer service practices and quality standards. Before CCI Kenya, I worked in freelance communications, public relations, administration, photography and broadcast journalism, producing written content and supporting client coordination.
