Tracy Mbesa kyengo
@tracymbesakyengo
Customer Experience Consultant at Lixil Africa who oversaw the transition to an in-house call centre and its setup at SATO.
KenyaWhat I'm looking for
At Lixil Africa, I oversee call centre operations, monitor service quality, and prepare reports on customer service performance. I also coordinate customer feedback activities and work with country heads to support customers across countries.
I oversaw the transition from an outsourced BPO to an in-house call centre at SATO, including the handover, data transfer, and toll-free line mapping. I also oversaw the in-house setup, from vendor selection and phone lines to system testing, and helped hire and train agents.
Earlier, I coordinated sales at Builders Warehouse Kenya and worked in customer service and administration at The Abraaj Group. Across these roles, I handled customer issues, supported team schedules and reporting, and followed up to help resolve service concerns.
Experience
Work history, roles, and key accomplishments
Customer Experience Consultant
Lixil Africa
Mar 2022 - Present (4 years 6 months)
Overseeing call centre operations, managing resources, preparing performance reports, and implementing customer experience strategies. Led the transition from an outsourced BPO to an in-house call centre and oversaw system setup, agent hiring, and training.
Sales Coordinator
Builders Warehouse Kenya
Mar 2020 - Dec 2022 (2 years 9 months)
Coordinated with the head of department to maintain standards and improve staff product knowledge. Liaised with customers and sales team to understand needs, resolve issues, and implement upselling strategies to increase sales.
Coordinator/Admin Assistant
The Abraaj Group
Feb 2012 - Jan 2019 (6 years 11 months)
Handled and resolved customer issues via email, live chat, social media, and phones. Assisted with scheduling, supervised shifts, managed KPIs, and organized trainings and calibrations.
Sales Coordinator
Alibhai Shariff Institutional
Jan 2009 - Dec 2010 (1 year 11 months)
Conducted over-the-counter sales and tele sales, monitored market trends and competitor actions, and maintained sales progress and inventory details.
Education
Degrees, certifications, and relevant coursework
Graffins College
Certificate in Business Administration, Business Administration
2002 - 2003
Completed a Certificate in Business Administration at Graffins College from 2002 to 2003.
Laiser Hill Academy
Form 4 (IGCE), General Education
1996 - 1999
Completed Form 4 (IGCE) at Laiser Hill Academy from 1996 to 1999.
Availability
Location
KenyaAuthorized to work in
Salary expectations
Social media
Skills
Interested in hiring Tracy Mbesa?
You can contact Tracy Mbesa and 90k+ other talented remote workers on Himalayas.
Message Tracy MbesaGet 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!
