Skills

  • Microsoft Office
  • Customer service
  • Office management
  • Project Management

Experience

Winnie Ndegwa

Work experience
  • Managing Contact Center Operations for Kenya, Uganda, Zambia & Zimbabwe at Contact Centre.
  • Managing Video Banking – Video / Chats Online, Social Media, E-mail, Online correspondence for Kenya, Uganda and Zambia.
  • Prepared Shift schedule for 24/7 turnover, resulting to 24hr access for the business.
  • Represented and participate in meetings headed by SCB Head of Retail Banking East Africa, Operational Risk, Compliance, Branch Network, HR, Digital Banking, and IT & Networks.
  • Implementing Service Level Agreements with various teams and countries.
  • Customized processes and procedures to fit the contact center environment while not compromising on service quality and Risk.
  • Setting in place Key Performance Indicators to improve and monitor performance.
  • Creating score cards for the contact center to closely monitor and review teams’ daily performance ensuring that we remained focused; resulting in some of the team members getting promoted to management roles.
  • Analyze different types of calls and their trends to establish customers’ needs and manage them by advising different Product Development Managers
  • Steer Weekly Management meetings to update on Agent performance and provide recommendations.
  • Steer Monthly Meetings for Hubbed Countries.
  • Ensuring Safety within the workplace and Handling capacity planning for the contact center ensuring manageable shifts are in place

Related persons

Jimmy MeenaAdvertising, Digital Advertising, Hospitality
Wangui NdegwaManagement, Customer service, Product management