About

Results-driven Customer Experience (CX) Operations Manager with a demonstrated track record of leading high-performing customer experience teams within the PayGo industries. Bringing over 6 years of experience, including 3 years in customer experience management, telesales, and process optimization. Skilled at driving a seamless customer journey, streamlining call center operations, and integrating customer insights to fuel sustainable business growth. Adept at leveraging data-driven insights and modern tools to optimize workflows and enhance service delivery. Proven ability to collaborate with cross-functional teams to align customer experience with organizational objectives, improve resource allocation, and drive impactful process innovation. Passionate about shaping loyalty and satisfaction while boosting retention and sales in a fast-paced, high-pressure environment.

Skills

  • sales and marketing
    10
  • Customer Service and Support
    10
  • Customer Relationship Management (CRM)
    10
  • English and Kiswahili
    10

Experience

ndombi roy

Work experience
  • February, 2020 - December, 2024
  • Fulltime
  • Managing and directing all sales and customer care operations.
  • Organizing, planning and monitoring the company's customer service department to ensure optimized interaction between the company and the customers to improve customer relationship, dedication and satisfaction.
  • Providing quick response to client inquiries and questions using social media platforms (WhatsApp, Instagram, Twitter, Face book) as an avenue for prompt resolution of customer issues.
  • Formulating 90% of the customer service procedures, policies, and standards.
  • Leading a team of customer care agents in achieving sales and collections performance KPI's.
  • Keeping the management informed by submitting activity reports and performance analysis per Company reporting procedures.
  • Acting as a liaison between departments, the company and business partners.
  • Collecting, analyzing and interpreting customer interactions data to identify requirements and information useful in optimizing customer experience.
  • Liaising with an organization's marketing, sales and advertising units to analyze customer feedback and develop programs effective for improved customer experience.
  • Utilizing customer relationship management (CRM) tools in coordinating and monitoring customer experience operations.
  • Conducting studies and research to discover new techniques necessary for improving the customer experience.
  • Monitoring the activities of the customer service team to ensure compliance with acceptable standards of customer service.