Stephen Nyabuto

Led a team of 180 associates/agents and 13 team leaders, ensuring efficient operations, meeting SLAs, and driving process improvements to enhance productivity. Managed staff planning, recruitment, and performance coaching, reducing attrition and improving team engagement. Accountable for client relationships, performance reviews, revenue achievement, and identifying new business opportunities.

Led a team of 25 customer service representatives, ensuring adherence to SLAs and performance goals, which resulted in a 100% increase in productivity and customer satisfaction. Designed and implemented training programs, conducted regular coaching sessions, and provided quality assurance feedback. Managed workforce schedules, optimized staffing, and analyzed key performance metrics to drive conti

Conducted thorough evaluations of customer interactions, ensuring adherence to company policies and quality standards through monitoring frameworks and scorecards. Identified performance gaps using data analysis, provided targeted coaching, and collaborated with managers and trainers to enhance service delivery. Analyzed trends, generated reports, and presented findings to senior management, contr

Managed high volumes of inbound and outbound calls, effectively addressing customer inquiries, resolving issues, and ensuring a seamless support experience. Utilized CRM tools for accurate documentation, met or exceeded key performance indicators (KPIs), and collaborated with teams to enhance service delivery. Maintained a professional, empathetic approach, improving satisfaction scores and contri

Acquired comprehensive knowledge in business principles and information technology. Focused on leveraging technology to solve business challenges and improve operational efficiency.