Faith Kamau
Contact Centre Analyst
Nairobi, Nairobi Province,30
Summary
Dedicated Contact Center Analyst with 28 years of experience in optimizing call center operations and enhancing customer satisfaction. Adept at identifying performance gaps, implementing improvement strategies, and utilizing data-driven insights to drive results. Demonstrates strong analytical, communication, and problem-solving skills, and is committed to providing exceptional service in a fast-paced, team-oriented environment.
Overview
28
28
years of professional experience
9
9
years of post-secondary education
2
2
Languages
Work History
Analyst-Support Contact Center
Safaricom Plc
07.2010 - Current
- Delivery of high quality 2nd line support service to first line customer contact staff at Contact Centre as per set performance standards ie Taking complains positively and turning them into compliments
- Achieving internal & external customer requests resolution as per laid down SLAs & standards
- Delivering high quality customer service in all interactions with customers that meets agreed customer satisfaction rating
- Monitoring feedback from various contact sources and providing solutions to issues raised
- Ensuring prompt escalation of all issues not resolved to relevant sections or departments and source expertise where necessary
- Ensuring accurate escalations of all issues with all relevant information, using correct tools, and forwarding to relevant teams via various channels prescribed
- Ensuring accuracy of periodic reports in respective Support Centre section
- Undertaking gap analysis and trends, training and information sharing on new and existing products and services
- Providing weekly comprehensive and accurate reports on escalated issues, status, action taken and recommendations
- Handling Email escalations from customers as per set Safaricom Standards
- Progressive feedback to customers for issues not sorted within Service Level Agreement
- Carryout independent and fair assessment of Customer Experience Executive according to quality assessment guideline detailing gaps picked in evaluation process and respond to queries on issues relating to quality evaluation process
- Attend and drive team reviews by highlighting gaps in quality performance
- Participating reports/feedback on quality performance in relation to process, products
- For assigned staff to help in procedure/process gap identification
- Generate recommendation/proposals impacting service delivery from customer feedback survey CSAT stands for customer satisfaction and is a score that indicates how satisfied a customer is with specific product, transaction, or interaction with a company
- Provide Quality observations on issues impacting service for immediate action
- Conduct regular stakeholder engagements to deep dive on Customer insights and ensure follow through of recommended actions
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions
- Performed audits of subsidiaries to protect shareholders and potential investors from fraudulent or unrepresentative financial claims
- Monitored compliance and filing requirements in conjunction with staff and management
- Conducted workplace compliance training to reduce liability risks and operate effectively
- Recommend process improvements to continually identify, analyze and fix constraints and challenges
- Cultivate relationships with industry leaders and within company to share tips and information
- Identify and resolve problems through root cause analysis and research
- Identify clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals
- Conduct system analysis and implementation to maintain and improve computer systems
- Enhanced interfaces to promote better functionality for users
- Optimized core processes to improve business performance and operational agility
- Evaluate staff performance and provide coaching to address inefficiencies
- Provide reporting for forecast analysis and ad-hoc reporting in support of decision-making
- Optimized customer experience by delivering superior services and effectively troubleshooting issues
- Evaluate customer needs and feedback to drive product and service improvements
- Recommend process improvements to continually identify, analyze and fix constraints and challenges.
Customer Experience Executive
Safaricom PLC
01.2003 - 07.2010
- Oversaw the implementation of an optimized call center infrastructure to handle growing volumes while maintaining high-quality support standards effectively.
- Managed high-profile client accounts, ensuring consistent delivery of exceptional service levels.
- Developed comprehensive training materials for new hires, resulting in a more effective onboarding process.
- Enhanced customer satisfaction by implementing efficient problem-solving techniques and providing personalized assistance.
- Launched a successful retention program focused on maintaining strong relationships with existing clients through proactive outreach efforts.
- Collaborated with team members to develop and execute initiatives aimed at improving overall customer experience.
- Collaborated with product development teams to ensure customer feedback was incorporated into future enhancements and new offerings.
- Designed targeted marketing campaigns that resonated with specific consumer segments, driving higher engagement rates from prospective clients.
- Analyzed data on customer interactions to identify trends and areas for improvement, leading to increased customer loyalty.
- Championed the use of technology tools designed to enhance the efficiency of managing various aspects of the customer experience lifecycle.
Customer Service Officer
Dyer And Blair Investment Bank
03.1996 - 12.2002
- Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Contributed to the achievement of departmental targets by meeting key performance indicators consistently for instance during Initial Public Offers (IPOs) floated through the Nairobi Stock Exchange
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Promoted company brand and unique offerings through personalized customer service
- Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
Education
Bachelors In Business Leadership -Human Resources -
Pan Africa Christian University
Nairobi 01.2010 - 04.2015
Diploma In Business Administration -
Technical University Of Kenya
Nairobi 01.1992 - 04.1995
Linkedin; Customer Service, Leadership & Agility
Skills
Issue Identification
undefinedReferences
- Mercy Nyambura Wanjala, mercywanjalak@gmail.com, 0713219276
- Dorothy Jumba, dorothy.Jumba@hfgroup.co.ke, 0722626692
- Dennis Mwangi Nganga, ngangadennis67@gmail.com, 0704947847
Systems proficiency
- Siebel CRM
- Mpesa System
- Mpesa Location Resolution System
- Oracle Application
- Subscriber Administration Web Application
- Subscriber Sim Registration
- Business Support System
- BMC Remedy Action Request System
- Genesys Workforce Management System
- Workspace Desktop Edition
Timeline
Analyst-Support Contact Center
Safaricom Plc
07.2010 - Current
Bachelors In Business Leadership -Human Resources -
Pan Africa Christian University
01.2010 - 04.2015
Customer Experience Executive
Safaricom PLC
01.2003 - 07.2010
Customer Service Officer
Dyer And Blair Investment Bank
03.1996 - 12.2002
Diploma In Business Administration -
Technical University Of Kenya
01.1992 - 04.1995
Linkedin; Customer Service, Leadership & Agility
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