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Competences
Experience
Team Leader
Nakama Tech
2026-02 -
Managed daily operations and workflow for the Airtel Kenya customer care team, supervising agents and ensuring adherence to service standards. Evaluated performance, provided feedback and coached agents to improve first‑call resolution rates. Pulled and analyzed customer relations reports, presenting insights to account managers and the client. Handled incident management and floor supervision, coordinating with technical teams to resolve escalated issues.
CX Agent
Nakama Tech
2025-08 - 2026-02
Provided customer service for Airtel Kenya, answering product and service inquiries and troubleshooting technical issues. Resolved complaints and ensured accurate information delivery, contributing to improved customer satisfaction. Utilized CRM tools to log interactions and escalated complex cases to senior support. Maintained high performance metrics, including average handling time and resolution rate.
CX Agent
Altruist Tech
2025-04 - 2025-08
Served as a Customer Service Executive for Airtel Kenya under Altruist Technologies, handling inbound queries and complaints. Diagnosed and resolved technical problems, guiding customers through product features. Documented interactions in the ticketing system and escalated unresolved issues. Consistently met KPI targets for response time and customer satisfaction.
Langues
English
fluent
Swahili
fluent
Derniere mise a jour: il y a 2 mois