ALBERT KITUI

Experience

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  Horizon Contact Centers Ltd

  Sept 2015 - Apr 2018

  Managed and supervised in-house call center operations; Service Level Management, Team Leaders and agents attendance and performance, resolution of escalations.Worked with the Human Resource Manager in recruiting call center agents and team leaders.Trained call center team leaders and agents by spearheading the selection and preparing to respond to customer questions and complaints and troubleshoot problems with services or products.Reviewed productivity and attendance reports, coached Team Leaders to improve performance,Tracked and Reported on all Red flag incidences raised by Client Quality Team.Called out any outstanding issues from the previous day both Internal and External, responded to emails on both levels planned, monitored and evaluated the teams’ daily performance and took corrective action to ensure teams meet daily KPIs for customer satisfaction.Conducted Production Meeting-Prepare daily Team Stats- KPI's Met and TAT per Project, Updated Management of issues found on quality alerts and related issues. Updated Performance quadrants. Analyzed report and resolve system, client and operational issues that impact service delivery.Created group benefits databases, developed training, orientation and incentive programs,conducted organization-wide training needs assessment and identify knowledge gaps that needed to be addressed.Participated in the development and implementation of operational processes and procedures. Controlled the Roster by updating staff attendance. Show less Monitored daily agent’s attendance through updating attendance registers and commissions files.Monitored and managed escalations within defined SLA’s and TAT level one escalations validity ensured correct resolutions, managed customer escalations on issues pending and Sent internal and client reports.Conducted daily coaching sessions. Held performance review meetings with all agents assigned to their own team. Oversaw and guided employees to meet performance and customer service objectives also identify problem areas and recommend revised policies and procedures for the call center agents.Ensured all agent's performance files were updated with daily team performance reports, weekly coaching forms and weekly performance review reports signed. Action plan minutes for respective agents on performance improvement programs.Hired and Trained call center agents by spearheading the selection and preparing to respond to customer questions and complaints and troubleshoot problems with services or products. Show less

  • Call Center Supervisor

    Jan 2017 - Apr 2018

  • Call Center Team Lead

    Dec 2015 - Jan 2017

  • Cusomer Service Executive

    Sept 2015 - Dec 2015
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  Betin Kenya (Gamcode Limited)

  Apr 2018 - Nov 2019

  Senior Learning & Development Executive

  Designing and implementation of new training & orientation models to increase effectiveness and decrease the time needed to on-board new high trainers and bring them up to speed quickly on key success factors.Recruitment & Hiring, Shortlisting, screening, selecting and appointing suitable candidates to work as call center agents and cashiers at Gamcode shops.Train and coach all Gamcode direct franchise through providing support during start-up, conducting refresher training on under-performing franchise centers and providing actionable insight to the company.Induct and monitor more than 50 new Gamcode franchise centers and provide insight to ensure smooth staff operations and agent targets are met.Conduct extensive evaluation sessions to identify coaching opportunities of trainers using the S.M.A.R.T coaching document integrating the G.R.O.W coaching model with an aim to meet the desired metrics within a period. Partner with the Sales and Operations leadership team in creating action plans with tangible resultsfocusing on the areas for improvements as well as sustaining excellent performance Improve corporate-wide learning and development programs that continue to receive consistently high evaluation rankings.Provide expertise and direction to ensure leadership development objectives are achieved in a timely, cost-effective and high-quality manner for this 1000-person, million-dollar utility company.Work with stakeholders &Line Managers to foster culture of engagement and add value to training, ensure the best outcome and increase employee performance. Show less

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  Platinum Credit Limited

  Feb 2020 - now

  Learning & Development Manager

  A well-grounded professional, with extensive experience in Learning & Development specialized in Modern Leadership ,Sales , debt collection and Customer Experience. With proven ability to design learning curriculum and training models . I provide executive and management coaching services and act as a subject matter on various Training initiatives. Key Achievement:1. Successfully designed various courses in Customer Service, Sales , Debt collection & Leadership 2. Successfully manage E-Learning Platform with relevant learning materials across all lines of Engagement. Show less