At Teleperformance Kenya, I resolve more than 80 customer tickets daily across phone, email, and live chat, maintaining a 95% customer satisfaction rate. I track complex complaints through to resolution and helped reduce average handling time by 20% through team knowledge-sharing and workflow alignment.
At Altruist Technologies Ltd, I was Team Leader for Airtel Kenya, coaching customer care agents and creating daily and weekly performance dashboards. I also handled escalations, training, and quality feedback cycles.
Earlier at Altruist Technologies Ltd, I worked as a Call Center Representative for Airtel Kenya, managing inbound queues, sharing product information, and tracking complaints for technical escalation. I also worked as a Teacher (Intern) at Nyanchwa Boys High School, where I delivered curriculums and evaluated student progress.
