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
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Experience

  • Contact Center and Customer Relations Manager at   Kenya Airways  
  • October, 2021 - October, 2022
  • Senior Regional Contact Centre Operations Manager at   Technobrain BPO  
  • March, 2020 - September, 2021
  • Contact Centre Key Accounts Operations Management  at   CCI Kenya  
  • March, 2018 - February, 2020
  • Contact Centre Head of Quality and Support Functions at   CCI Kenya  
  • April, 2016 - March, 2017
  • Contact Centre Operations Manager at   CCI Kenya  
  • March, 2015 - April, 2016