Customer Experience & Operations Leader

Lead high-volume customer engagement operations in a PAYGo renewable-energy environment. Manage 37 internal customer engagement specialists and oversee approximately 140 outsourced BPO agents, with accountability for productivity, quality, service delivery, and customer experience.

Monitor CSAT, FCR, AHT, service levels, productivity, and quality trends to identify customer friction and improvement opportunities. Reduced average handling time from approximately 450 seconds to 220 seconds through workflow reviews, coaching, performance analysis, and process improvement.

Use Zendesk, Zoho, customer feedback, escalation themes, and operational data to improve workflows and support processes. Coordinate management training for approximately 120 Call Centre Managers across Africa and annual engagement initiatives for approximately 600 agents in Kenya.

Managed high-volume inbound customer operations for PAYGo customers across product, payment, account, and service-related interactions.

Reduced average handling time from approximately 200 seconds to 150 seconds while maintaining First Call Resolution standards. Reviewed interactions, feedback, and performance trends to identify service friction, coaching needs, and improvement opportunities.

Led onboarding, coaching, and performance management for customer-service representatives. Prepared workforce schedules and operational plans while collaborating with internal departments to resolve customer issues and maintain service levels.

Managed customer and field-support operations for more than 25 team members, with responsibility for service quality, engagement, performance, and issue resolution.

Led onboarding, engagement, performance-management, and process-improvement initiatives. Streamlined escalation and customer issue-management processes and developed customer-focused workflows to improve resolution effectiveness.

Managed 17 inbound customer-support agents in a high-volume service environment.

Maintained team utilization above 75% and used performance reporting, coaching, and workforce-management practices to improve service delivery.

Managed customer relationships across inbound and outbound channels, including collections-related interactions, account support, and issue resolution.

Built customer relationships through proactive communication, probing, and practical problem-solving while supporting retention and payment recovery. Conducted customer feedback and quality surveys and partnered with sales and operations teams on service improvements.

Coordinated stakeholder communication, project execution, issue tracking, reporting, and governance across business and technical teams.

Supported project documentation, cross-functional follow-up, and communication throughout project activities and launches.

Managed customer inquiries and account-support activities while maintaining accurate CRM records and service documentation.

Supported customer relationship development through service, upselling, cross-selling, and proactive engagement. Trained and mentored new customer-service representatives and supported consistent service procedures.

Delivered customer support across multiple communication channels, maintained accurate customer records, and supported customer retention and satisfaction initiatives.

Ongoing Bachelor of Arts in Communication program.

Diploma in Communication Arts.