About

I possess over 12 years progressive customer experience, contact centre and client relationship management experience at a senior managerial level, having honed my skills, experience and knowledge leading contact centres for global leading organisations, such as Kenya Airways, Zuku Fiber, D.light Solar Kenya, Barclays - Absa Bank, Jubilee Insurance, ZUKU Satellite TV, Kenya Alliance Insurance, United Legal Group, American Medical Collect and Shabiki Betting Firm. Over the years in my career, I have gained extensive knowledge and skills in customer experience management, senior contact centre management, customer relationship management, key accounts client management, customer pre and post-sales support as well as client retention management which have supported my ability to lead and direct teams to retain, satisfy, cross and up sell company propositions/product to a dynamic customer base. I have a strong understanding of contact centre management, customer journey management, quality assurance management, customer service training, information technology and management information systems, as well as general operations and administration. As a leader, I am a strong people manager, a coach and mentor to many, having gone through several leadership programs.

Skills

  • Customer service
  • English and Kiswahili
    10

Experience

Lawrence Mwiruki Iswekha

Work experience
  • Contact Center and Customer Relations Manager at   Kenya Airways
  • October, 2021 - October, 2022
  • Fulltime
  • Kenya Airways PLC has entrusted me with the role of leading, mentoring, overseeing, training and managing its contact centre and customer relations. Kenya Airways is one of Africa’s leading Airlines, with a strong global presence of over 40 destinations. I lead a cumulative team of over 100 customer service/sales and ticketing agents, 10 service recovery & retention agent, 10 Team Leaders,5 Quality Analysts and 1 MIS analyst. My team and I are responsible for Customer relationship management, Customer On boarding, Customer support and Customer Retention. This entails handling customers’ ticketing complaints/enquiries and ensuring they are logged, responded to and resolved within the set service turnaround time (TAT), factoring First Contact Resolution (FCR) and global standards quality.
  • I created, documented and implemented Standards Operating Procedures that govern and manage the contact centre group and individual performance. Bench marking and improving the Key Performance Indicators to global standards. Current performance in terms of customer’s accessibility to our contact centre being above 90% answer rate, at a service level of above 80% interactions being responded to within 20 seconds. The First Contact Resolution consistently archived a 90% rate.
  • I developed daily operating rhythms for my leadership team that monitor daily, weekly and monthly operations to ensure optimization and no gaps on the contact center performance and efficiencies.
  • I set up a fully-fledged Quality Assurance department by creating both voice and non-voice quality scorecards, trained the team and set up standard operating procedures to govern the department. I set up Quality Assurance monitoring structures and processes to consistently ensure we close the training and agent behavioral gaps are addressed and closed. Designed reporting dashboards and coaching documents that support monitor quality performance at a group and agent level. The quality score has consistently remained above 90%.
  • In conjunction with the HR team I have chaired recruitment panels based on my knowledge of requirements of the right trainable talents to join the work force. I set out all the test stages that gauge both soft and hard skills to ensure the talent acquisition process is accurate. Our current attrition rate stands at 1%.
  • I led a task force team charged with selecting, testing and implementing an Omni channel telephony and customer relationship management system for the airline . Leading to a key improvement in expansive ease of data capture for profiling our customer’s pain points at the same time improving the complete customer journey circuit by having a clear view of complaints and inquired resolution status.
  • From the systems raw data I designed and created dashboards that monitor and give visibility of our group, team leaders and agent performance. As a result the agents and Team leaders productivity and efficiencies consistently stayed above the global standards of 85% due to the clear daily weekly, and yearly visibility. These dashboards also monitored the contact center call volumes drivers thus inform the business decisions on product and processes development.
  • Trained the MIS Team on created shifts/ Rosters templates, based on customer interactions trends and forecasts. This improved our contact center accessibility to 90% which in hand projected to our improved NPS

Lawrence Mwiruki Iswekha

Work experience
  • March, 2020 - September, 2021
  • Fulltime
  • Techno Brain ITES LTD entrusted me with the role of leading, mentoring, overseeing and managing operations of key/major accounts in the business. The Key account I currently manage is Zuku Customer Service and Retention Contact Centre. Zuku is East Africa’s leading Internet and Satellite TV Service Provider Company, with 5 contact centres across 5 countries (Kenya, Uganda, Tanzania, Malawi and Zambia) with a cumulative team of 170 customer service agents, 2 Country Managers, 12 Team Leaders and 10 Quality Analysts. My team and I are responsible for Customer relationship management, Customer On boarding, Customer support and Customer Retention. This entails handling customers’ complaints/enquiries and ensuring they are logged and responded to within the set service turnaround time (TAT), factoring First Contact Resolution (FCR) and Global standards quality.
  • Successfully running fully-fledged Contact Centers by picking the right Infrastructure and Equipment, Telephony and customer relationship management systems, ensuring proper Recruitment and Training process, set up Operations KPIs and processes, set up Quality Assurance monitoring structures and processes, set up Managing Information Systems and Reporting processes, Work Force Management and human capital planning for the following companies; Zuku, American Collect and United Legal Group.

Lawrence Mwiruki Iswekha

Work experience
  • Contact Centre Key Accounts Operations Management  at   CCI Kenya
  • CCI entrusted me with the role of leading, mentoring, overseeing and managing the key/major accounts in the business currently being D.Light Solar Kenya and Barclays Bank Kenya. A cumulative team of 300 customer service agents, 10 Team Managers, 10 Team Captains, 8 Quality Analysts and a Data analyst. My team and I we are responsible for Customer relationship management, Customer On boarding, Customer support and Customer Retention. This entails handling customers’ complaints/enquiries and ensuring they are logged and responded to within the set service turnaround time (TAT), factoring First Contact Resolution (FCR) and Global standards quality.I set up fully fledged contact Centres by picking the right Infrastructure and Equipment, Telephony and customer relationship management systems, ensuring proper Recruitment and Training process, set up Operations KPIs and processes, set up Quality Assurance monitoring structures and processes, set up Managing Information Systems and Reporting processes, Work Force Management and human capital planning for the below companies; D.Light Solar, Absa Bank, Jubilee Insurance, Kenya Alliance Insurance and Shabiki Betting Firm.

Lawrence Mwiruki Iswekha

Work experience
  • Contact Centre Head of Quality and Support Functions at   CCI Kenya
  • Led a team of Quality Analysis Managers and MIS Data Managers to strategically support Contact Centre operations. Oversee contact Centre quality assurance and MIS analysis programs. Establish standard governing customer interactions and implements monitoring programs and tools Designs training programs or process enhancements that correct quality and MIS issue. Report to the executive management and the business as a whole on Quality status and MIS strategic plan based on the analysis.
  • I managed a team of contact Centre system information managers, and my main duties and responsibilities included leading, developing and managing a team which supports Contact Centre's reporting budgeting and strategic planning activities, managing end-user reporting tools and developing additional tools as needed. Providing business analysis identifying key business drivers and root cause analysis which includes scenario based modelling. Preparing and measuring adherence of the yearly annual budgeting plan for the call Centre.
  • Set up and lead a fully-fledged MIS department which statistically supports all departments across the Contact Centre by:
  • 1. Recruit, train, mentor and lead a team of contact Centre report and system analysts
  • 2. Design and implement report dashboards that manage an over 800 staffed workforce attendance, performance and productivity
  • 3. Transformation in process flows by offering remedial report analysis on the gaps in operations.
  • 4. Offer reliable analytical reports which inform critical business development and human resource decisions

Lawrence Mwiruki Iswekha

Work experience
  • Contact Centre Operations Manager at   CCI Kenya
  • Customer relationship management - handling customers’ complaints/enquiries and ensuring they are logged and responded to within the set service turnaround time (TAT), resolving complaints that cannot be resolved by the team on First Call Resolution (FCR), recruit and train, performance manage customer service executives, including daily operations within the contact Centre of staff systems and processes. Quality management, reporting and analysis.Drove exponential growth in customer experience through resolution time, responsiveness, as well as delight
  • Reorganized and re-energized the team to support expected results
  • Set up an operating rhythm of consistent coaching to drive a self-driven customer care team
  • Sprouted call Centre revenue generating projects
  • Set up a customer retention team broadening the potential of a contact Centre rather than just customer service.
  • Pioneered East Africa’s leading insurance contact Centre; Jubilee Insurance

Lawrence Mwiruki Iswekha

Work experience
  • Contact Centre Quality Analyst at   CCI Kenya
  • Training new agents on customer care and call center skills, rules and regulations, offering coaching to existing agents to refresh and maintain the call Centre regulations, ensuring constant and proper schedule adherence to maximize productivity in the call Centre, generating productivity reports of each agent on the floor in order to maintain high service levels in the call Centre, reporting to the Senior Quality Analyst on the progress and trends of the agents on the floor and ensuring discipline and call etiquette at all times in the call center. Structured and formulated a call quality tool that rated individual and group performance.
  • Set the teams call handling skills to world standards.
  • Set a culture of consistence call quality performance improvement coaching.

Lawrence Mwiruki Iswekha

Education
  • January, 2012 - December, 2012
  • Fulltime
  • Contact Center Operations

Lawrence Mwiruki Iswekha

Education
  • January, 2012 - December, 2012
  • Fulltime
  • Contact Operations

Lawrence Mwiruki Iswekha

Work experience
  • Customer Care/Sales Executive at   CCI Kenya
  • January, 2011 - February, 2013
  • Fulltime
  • Attending to inbound calls, outbound calls, customer acquisition, retention, Database management; tele sales pre and post-sales support.
  • Emerged as the best cross selling agent for 5 months consecutively.
  • Handling customer complaints and queries in a professional, kind and tactful manner.
  • Resolving customer complaints via phone, email, mail, or social media.
  • Handling customer complaints and queries in a professional, kind and tactful manner.
  • Resolving customer complaints via phone, email, mail, or social media.
  • I emerged Best customer service and sales 2 months consecutively.

Lawrence Mwiruki Iswekha

Education
  • September, 2007 - December, 2011
  • Fulltime
  • Bachelor of Commerce - Marketing

Related persons

BARNABAS AMBILA
Kisstown TubeIT
ian jumaCAll Centre Agent at CCI Kenya
Julie Julz