I am passionate about customer service with significant work experience in team leadership and client management in Kenya. I am committed to achieving customer satisfaction by communicating well and resolving issues effectively. I can onboard clients and teach them the product well enough for them to understand its worth.
I am good at distributing work and maximizing productivity to achieve KPIs and performance-level targets. Apart from this, I also love mentoring members of the team to help them grow. With my friendly and appreciative personality and good communication skills, I can establish great rapport with customers and attend to their needs efficiently. I am always willing to go the extra mile in providing support and helping the team achieve its goals but still seek career growth and development.
Experience
Teleperformance
Mar 2022 – Jul 2024
Kenya
Team Lead
I am responsible for sharing weekly and monthly performance updates with global clients and ensuring that work is effectively distributed among team members for timely execution. My role involves onboarding clients, educating them about product features, and proactively following up to resolve any issues, which drives product improvements. I focus on maximizing departmental productivity to meet predefined KPIs and performance targets in alignment with our business plan. Additionally, I monitor progress, provide feedback, and take corrective actions as needed. I also offer coaching and training to onboarding specialists regarding new products and processes, while ensuring that both personal and team targets are met and supporting the development of team members' skills.
