I'm looking for a role where I can improve/ provide quality service, compliance, customer experience, and drive performance through call monitoring, coaching, calibration, reporting, and process improvement. Additionally, I am looking to provide exceptional customer support, resolving customers concersns while maintaing good Fast Contact Resolution.
Looking for a job
terezah kangai
@terezahkangai
I improve contact center quality, sales integrity, and customer experience. I also provide good customer experience and customer service to customers
KenyaWhat I'm looking for
I've grown at CCI Global from handling flight reservations to auditing sales and improving contact center quality. I evaluate agent interactions, identify quality gaps, and turn audit findings into practical actions.
As a Quality Analyst, I coached agents using the Continue-Stop-Start framework, contributing to a 5% average performance improvement. I also trained nearly 80 new agents, led calibration sessions, and improved customer experience by an average of 10%.
My background includes sales validation, de-escalations, and travel reservations, with results including a 15% reduction in sales manipulation, 10% sales growth, and 95%+ First Contact Resolution. I bring a practical, customer-focused approach to compliance, performance analysis, and agent support.
Experience
Work history, roles, and key accomplishments
CB
Quality Analyst
Call Center International (CCI Global) BPO
Sep 2024 - Jul 2026 (1 year 10 months)
Evaluated agent-customer interactions against standardized scorecards, coached agents using Continue-Stop-Start framework, and onboarded nearly 80 new agents. Conducted root-cause analysis on AHT calls and facilitated client calibration sessions.
CB
Sales Auditor
Call Center International (CCI Global) BPO
Jun 2024 - Sep 2024 (3 months)
Audited and validated approximately 360 agent-handled reservations for sales integrity and policy compliance, resulting in a 15% decrease in sales manipulation. Identified uncaptured sales opportunities and provided feedback on sales techniques.
CB
Customer Service Representative - Escalation Supervisor
Call Center International (CCI Global) BPO
Dec 2023 - Jun 2024 (6 months)
Managed customer escalations and complex service cases, achieving a 95%+ First Contact Resolution rate. Provided real-time support and de-escalation tips to frontline agents and collaborated cross-functionally to resolve systemic issues.
CB
Customer Service Representative - Sales Agent
Call Center International (CCI Global) BPO
Dec 2022 - Dec 2023 (1 year)
Managed inbound sales reservation and customer service interactions, applying consultative selling to maximize booking conversions. Exceeded revenue per call targets by 42% and consistently met key performance metrics.
CB
Customer Service Representative - General Reservations
Call Center International (CCI Global) BPO
Nov 2021 - Dec 2022 (1 year 1 month)
Handled an average of 45+ daily inbound calls for flight bookings and modifications, achieving a 98% First Contact Resolution and Customer Satisfaction rate. Identified upselling opportunities and maintained accurate records.
JS
Assistant Receptionist (Intern)
Jedah Institute of Professional Studies
Jan 2020 - Aug 2020 (7 months)
Managed phone communications, appointment schedules, petty cash records, and administrative filing systems. Welcomed guests and provided updates to students on lecture schedules.
Education
Degrees, certifications, and relevant coursework
KT
Kiriri Women's University of Science and Technology
Bachelor's Degree, Business Administration
2016 - 2020
Pursued a Bachelor's Degree in Business Administration with a Finance option, completing the program in 2020.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
KenyaAuthorized to work in
Salary expectations
30k+ USD
Job categories
Skills
Quality AssuranceCall MonitoringSales ValidationProcess ComplianceAgent CoachingContinue Stop StartKPI AnalysisPerformance AnalysisAverage Handle TimeCustomer SatisfactionFirst Contact ResolutionsCustomer Escalation ManagementDe escalationClient CalibrationStakeholder ReportingRoot Cause AnalysisProcess ImprovementCross Functional CollaborationConsultative SellingActive ListeningObjection HandlingConflict ResolutionSky SpeedCrestaCalabrioCisco FinesseCisco JabberZoomMicrosoft TeamsMicrosoft OfficeGoogle Workspace
Interested in hiring terezah?
You can contact terezah and 90k+ other talented remote workers on Himalayas.
Message terezahGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
