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Juliet Bwire

Juliet Bwire

Asssistant Pharmacist

Followers of Juliet Bwire305 followers
location of Juliet BwireNairobi County, Kenya

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  • Timeline

  • About me

    Learning & Development Specialist | Certified Lean Six Sigma White Belt | Customer Service Training Expert | Talent Development Strategist | Exceptional Facilitator | Curriculum Developer

  • Education

    • Pharmacotherapy consultants

      1997 - 1999
      Certificate Pharmacy Technician/Assistant Pass

      Activities and Societies: Netball, Travelling club, Christian women for christ, My skills encompass developing quality systems and excellent training management. Good record keeping, analytical skills, report writting, good judgement of people,

    • Kampala west Red cross

      2007 - 2007
      Certificate in Basic First Aid First Aid Pass

      Being able to assist customers as fast as possible

    • MF Treinamentos

      2022 - 2022
      Certificate Lean Six Sigma White Belt Pass

      Activities and Societies: Lean Six Sigma White belt Certified ~ BECOME a Lean Six Sigma Expert~ DEVELOP coaching skills through Lean training~ PRACTICE project management through Lean Projects~ EXPLORE gaps in your business through Lean Diagnosis~ ACHIEVE fast-paced growth through Lean Implementation~ ASK the right questions by learning Lean Tools & Techniques~ GET visibility through practicing the Lean six sigma methodology~ BECOME the change agent in your organization through Lean thinking

    • Corporate staffing services (NITA Accredited)

      2023 - 2023
      Certificate in Training of Trainers Course Workforce Development and Training Pass

      Activities and Societies: None ate the moment Training Needs Analysis, Designing and implementing training, Effective use of training aids, Approaches to training, managing difficult learners, Training Evaluation.

    • Jomo Kenyatta University of Agriculture and Technology

      2009 - 2009
      Executive Certificate in Enterprise Management Arts, Entertainment, and Media Management Pass

      A short course in Enterprise management

  • Experience

    • Surgeo Chemist

      Feb 2011 - Aug 2012
      Asssistant Pharmacist

      Maintaining the Pharmacy inventory by checking pharmaceutical stocks, Placing and expediting orders, removing outdated drugs and preparing ageing reports as often as possible. Maintaining a safe and clean environment by complying with company standard operating procedures and government regulations

    • Horizon Contact Centers Ltd

      Feb 2016 - Dec 2019

      Managing the Quality assurance, training, and Contact center processes development departments.Skills: Quality Management · Business Process Improvement Handle customers complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution, capture customer interactions in the CRM, process customer accounts and file documents, seek new ideas and strategies to improve performance at the centre

      • Senior Quality Analyst and Trainer

        Jul 2016 - Dec 2019

      • Customer Service Representative

        Feb 2016 - Jul 2016

    • Techno Brain BPO / (ITES) Limited

      Jun 2020 - Feb 2021
      Customer Service Trainer

    • Calltronix (K) Ltd.

      Mar 2021 - Mar 2022
      Quality Assurance Manager

      Managing the Quality assurance and training team in the Operations department, while ensuring that Key KPIs are met with excellence, impacting the customer's lives positively.

    • Anvil Shield Holdings Limited

      Mar 2022 - now
      Group Quality Analyst / Training Specialist

      I am a contentious Quality Assurance Specialist with a passion for developing, executing, and managing quality assurance processes. I am committed to ensuring all established Quality Assurance standards are followed. As a QA specialist I specialize in: i. Customer Experience operationsii. Process Development and Optimizationiii. VOC Analysisiv. Complaint Managementv. Leading and developing teamsvi. Team/Agent coaching and performance managementvii. Customer interaction evaluation/Analysis (voice, email & social media platforms)Achievements – Upesi Money Transfer Kenya Limited1. Successfully designed and headed the implementation of quality assurance processes to audit and improve service quality across various customer touch points.2. Developed quality assurance processes below as a business best practices guide.i. Call evaluation process ii. Coaching processiii. Calibration processiv. Contact Centre Communication management processv. Knowledge base management processV1. VOC management process3. Headed quality Assurance processes standardization in Contact Centers.4. Designed QA Weekly/Monthly report and successfully Achievements – Anvil Group Holdings Limited1. Enhanced CRM data capture through targeted training on VOC Upesi Money Transfer.2. Increased sales through sales training on creating desire for Upesi and Ngao Credit.3. Improved agent coaching process by introducing the “Peer to peer Learning” agent development approach Show less

  • Licenses & Certifications