Experience

• 

  Safaricom plc

  Jul 2015 - Aug 2018

  Customer experience executive

  CS support

• 

  Bolt

  Sept 2018 - Oct 2022

  Developing and maintaining open and productive stakeholder relationshipsbuilt on trust and mutual respect.Monitored team performance regarding safety, reliability, and customer satisfactionProviding timely support on cases escalated by our outsourced team to positively influencethe customer experience.Providing a data-driven narrative on trends identified affecting our customerswithin teams in customer service and if needed outside of customer service.Identifying knowledge gaps in the team through deep dives.Coaching and developing team members to ensure that they are equipped withthe right information to provide better solutions to users. Show less

  • Escalation Specialist

    Nov 2021 - Oct 2022

  • Support Specialist

    Sept 2018 - Oct 2021
• 

  Nala

  Aug 2022 - now

  Operations analyst

  Leading projects to improve People processes, outreaches and tools through system automation.Developing and implemented performance standards and procedural changes to drive productivity and quality.Working with Customer Service and Product Development departments to enhance positive customer experience.Map the customer's primary pain points and difficulties when using the product and develop action plans to address them adequately.Monitor indicators of NPS, Churn, Health Score, and others.Taking the lead in ensuring incidents and banners put up are actioned and resolved timely <given SLA. Show less