AGABA EMMANUEL

Experience

• 

  Contact One Call Center

  Jul 2013 - Jun 2014

  Call center age

  I worked as an agent receiving calls and resolving customers issues,

• 

  ISON BPO - Leading BPO Service Provider in Africa

  Jun 2014 - Jun 2019

  Developing Evaluation ProgramsKeeping track of the key industry trendsMonitoring Customer InteractionsCalibration SessionsUtilization of TechnologyTraining and CoachingAgent EngagementRevenue GrowthImproving Overall Contact Center Efficiency Working in a call center by talking to customers while handling there issues and resolving them, (inbound)cross selling & up selling (outbound) resolution of issues direct on behalf of the company and managing social media (back office).

  • Quality Analyst

    Oct 2018 - Jun 2019

  • Customer Service

    Jun 2014 - Oct 2018
• 

  Vibe Kigali

  May 2017 - Mar 2019

  Social Media Personality

  I manage Vibe Kigali's social medias and websites,

• 

  Jallyns Travels

  Mar 2018 - Apr 2019

  Social Media Marketing

  Handling social media platforms in-terms of marketing Jallyn travels to meet it's target, and let the world know what we do as traveling agency

• 

  Babyl Rwanda

  Apr 2021 - Sept 2023

  Developing Evaluation ProgramsKeeping track of the key industry trendsMonitoring Customer InteractionsCalibration SessionsUtilization of TechnologyTraining and CoachingAgent EngagementRevenue GrowthImproving Overall Contact Center Efficiency Over seeing departmental performance and working WOWs

  • Senior Quality Analyst

    Jul 2019 - Sept 2023

  • Acting Manager

    Apr 2021 - Aug 2021
• 

  CCI Rwanda

  Oct 2023 - Nov 2023

  Quality Analyst
• 

  BDSS - RW

  Jan 2024 - now

  Operations Team Lead

  Team ManagementPerformance MonitoringTechnology ManagementCustomer ServiceReporting