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Sylvia lusweti

Analyst

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Intro
Nairobi, Kenya
Quality Analyst at Teleperformance Kenya
Studied Virtual Assistant at ALX
Studied Bachelor of science Agricultural Extension Education at University of Eldoret
Joined March 30, 2025

Skills

Languages

Swahili
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Fluent
English
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Fluent
About
I have a strong background in customer service, quality assurance, and team leadership, with experience in analyzing customer interactions, improving service delivery, and ensuring customer satisfaction. As a Quality Analyst at Majorel Kenya, I oversee service quality, mentor agents, and implement strategies that enhance customer experience. My Bachelor's degree in Agricultural Extension Education has also equipped me with strong research, communication, and problem-solving skills. Additionally, I have pursued a Virtual Assistant course at ALX, equipping me with administrative, organizational, and remote work skills. My experience in customer service has sharpened my ability to engage with clients, identify areas of improvement, and optimize processes for better efficiency. I am passionate about delivering high-quality service, ensuring customer retention, and fostering collaboration across teams. My top skills are; Problem-Solving: I analyze customer challenges and develop effective solutions to enhance service quality. Communication: I excel at engaging with clients, providing clear feedback, and driving meaningful interactions. Team Leadership: I have experience mentoring agents, fostering teamwork, and improving performance. I bring a proactive approach to customer success, ensuring seamless service, high retention rates, and enhanced satisfaction. My ability to analyze trends, anticipate needs, and implement strategic improvements sets me apart. Clients and colleagues appreciate my dedication, efficiency, and ability to solve problems before they arise.
Experience
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Teleperformance Kenya
Aug 2024 – Present
Nairobi, KENYA
Quality Analyst
As a Quality Analyst, I monitor and evaluate customer interactions, provide feedback to improve agent performance, ensure compliance with company policies and industry standards, identify areas for process improvement, and collaborate with teams to enhance overall service quality.
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Majorel Kenya
Oct 2023 – Jul 2024
Nairobi, KENYA
Subject Matter Expert
Ensuring that the customer experts deliver quality services to our users.
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Majorel Kenya
Jun 2021 – Jun 2024
Nairobi, KENYA
Customer Service Representative
As a Customer Service Representative, I handled customer inquiries via phone, email, and chat, assisted with account issues and orders, provided accurate product information, resolved complaints, and ensured customer satisfaction while maintaining professionalism.
Education
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ALX
Jan 2025 – Mar 2025
Certificate, Virtual Assistant
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University of Eldoret
Oct 2015 – Nov 2019
Bachelors degree, Bachelor of science Agricultural Extension Education