Experience

• 

  Kenya trade network agency

  Sept 2019 - Dec 2019

  Statistics intern
• 

  Ruh solar

  Jan 2020 - Apr 2020

  Telesales team lead
• 

  Sunculture

  Jul 2020 - Jun 2021

  Telesales representative
• 

  M-kopa

  Jul 2021 - now

  ● Spearhead the strategic and operational management of the Phone Delivery Project, streamlining workflows between sales, logistics, and customer service teams to improve order fulfillment and enhance customer satisfaction. ● Oversee daily operations, reporting, DSR coordination, administration, and follow-ups to ensure smooth delivery processes. ● Served as Acting Quality Analyst from 11th March to 11th April 2025, supporting quality assurance by conducting call audits, delivering coaching feedback, and maintaining high service standards. ● Engage with existing customers to drive retention, renewals, upsells, and cross-sells of M-KOPA products through outbound calls and Fresh Chat support. ● Collaborate with logistics and product teams to enhance service delivery and resolve customer inquiries efficiently. ● Awarded two Head of Department (HOD) Awards: first for exemplary leadership of the Customer Retention Buzz Magazine; second for operational excellence in managing the Phone Delivery Project. Show less

  • Customer Retention Representative

    Jul 2021 - now

  • Customer Retention Non-voice Specialist

    Jul 2021 - now