Georgette Wambua

Experience

• 

  SWIFT GLOBAL LTD

  Apr 1999 - Sept 2000

  Customer Care Officer

  Carried out customer services, facilitated Sales and Marketing alongside customer service, which was based on indirect sales y. And since it was an I.S.P. company, we also offered after-sale services.

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  Ex telecoms Branch

  Oct 2000 - Jun 2003

  Customer Care Representative

  Dealt with customers face to face and ensured that their Mobile phones problems were solved and educated them on our products and services (New and existing products), ensured that growing customer base is satisfied, carried out direct sales from the care center shops, gave customer's quality service and ensured that they get the top-notch mobile experience that exceeds their expectation.

• 

  Safaricom PLC

  Jul 2003 - now

  •In charge of the Business Process Outsourcing (B.P.O) team, which has two branches of Internal B.P.O (Digi Farm and Lipa Mdogo Mdogo) as well as external B.P.O. This is in line with one of the global Mission of the business of delivering new business ventures.•In charge of the Support team (back office), which handles the Enterprise escalations in terms of Merchants reversals, this is a team that enables wrong funds that are in the wrong partners and Merchants are reversed successfully, and this improves the customer obsession as well as growth in your N.P.S.•Ensuring that the business processes and procedures are adhered to through documentation leads to improved performance. •Augmenting policies, procedures, and processes to be entirely understood by all staff members and providing complete, accurate, accessible, documented policies, procedures, and processes on the intranet.•We have improved the speed of escalated issues within Support and other departments to ensure faster resolution of issues within the recommended S.L.A.Achievements•Overseeing three facets of the business is the Front line team which handles Merchants escalations in all the Small and Medium Enterprises (S.M.E.s), a team that is led by 3 Team leaders, who are in charge of the team's performance (O.K.R.s) and I make sure that the team delivers the Mission of the business.•Overseeing that the O.K.R.s are aligned to the business's Mission, and the teams are delivering the same.•Driving the Talent management in liaison with the H.R. Business Partner and undertaking an annual talent calibration for the section department/division, placing all staff within the talent box matrix.•Coaching and mentoring the team to achieve better results and upgrade their deliverables. Show less •Oversaw the support team in which I drove various vital functionalities.•Made sure the staff were highly motivated and self-driven, accurately recognized everyone's strengths and performance gaps, and took action to leverage strengths and build skills in gap areas.•Carried performance expectations and objectives clearly and held the team accountable for meeting challenging work standards for accuracy and completion.•Documented recommendations and ensured implementation leads to improved performance•Implemented policies, procedures, and processes are completely understood by all staff members and provide complete, accurate, accessible, documented policies, procedures, and processes on the intranet.Achievements•Coached and mentored the team to achieve better results and upgraded their skills. •Designed annual training plans for each staff member to bridge performance/skill gaps and ensured that the business processes and procedures were adhered to. •Drove the Talent management in liaison with the H.R. Business Partner, undertook an annual talent calibration for the section department/division, placing all staff managed within the talent box matrix.•Made constant improvement on the speed of escalated issues within Support and other departments to ensure faster resolution of issues within the recommended S.L.A. Show less •Oversaw a team handling M-PESA escalated issues while always ensuring delivery of quality Customer service to all customers and within set S.L.A.s. •In charge of processes/procedures/systems and made sure they were refreshed at all timesAchievements•Drove the Talent management in liaison with the H.R. Business Partner, undertook an annual talent calibration for the section department/division, placing all staff managed within the talent box matrix.•Led the team to adhere to the set Service Level Agreements and quality standards about all levels of escalated issues.•Coached, mentored staff, and oversaw their performance by setting the performance of staff in the team to perform with clear objectives and career development plans, which are regularly reviewed. Show less •Managed the day-to-day planning, operation, and problem-solving of a team of agents to meet the required service level components, standards, and targets.•Developed the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents.•Acted as the communication conduit between Agents and Management.•Cascaded performance targets set for the team by interpreting performance indicators and objectives.•Responsible for staff development in the team, conducted performance reviews and oversaw the performance.•Measured processes and implement reward and recognition activities for the team are fair.•Calibrated between managers and subordinates to resolve any conflicts arising from appraisals•Responsible for staff motivation within the team and ensured continued communication with the team regarding ongoing initiatives. Show less •Charged with the responsibility of activating new post-paid customers and performing successful migrations from Prepaid to Post-paid service.•Educated corporate customers on our services and products and proactively called them for feedback every week.•Effectively responded to and handled customer queries and requests from calls, emails, and general letters in conformity to set customer care standards, which led to users' higher customer satisfaction rates.•Delivered high-quality customer service through receiving and executing escalated customer/dealer queries from all 1st line customer contact points, i.e., the call and care centers through remedy, follow up on all issues received to closure.•Performed activations on GPRS, Fax & Data, additional services, and post-paid Sim pairing.•Escalated customer issues to support center T.M for further investigations.•Made recommendations on systems and process improvements.•Ensured all the S. L. A's from customer complaints were met within the given timeframe. Show less

  • EBU Care Operations Manager

    Apr 2016 - now

  • Contact Support Manager

    Dec 2013 - Mar 2016

  • Contact Support Centre Team Leader

    Jan 2011 - Nov 2013

  • Call Centre Team Leader

    Oct 2008 - Dec 2010

  • Contact Centre Support Analyst

    Apr 2005 - Sept 2008

  • Senior Customer Care Representative (Line 200)

    Feb 2004 - Mar 2005

  • Call Centre Customer Care Representative (Line 100)

    Jul 2003 - Jan 2004