ANGELAH CHERONOH SOY
Summary
Team leader with a proven track record in performance monitoring, effective delegation, and member motivation. Skilled in managing daily operations and facilitating team communication. Committed to identifying needs and delivering innovative solutions that drive results.
Overview
10
10
years of professional experience
Work History
Team Leader – Care Center Operations - Consumer
Safaricom PLC
Nairobi, Kenya
06.2024 - Current
- Led team operations, ensuring adherence to company policies and procedures.
- Facilitated regular meetings to discuss progress and resolve concerns.
- Implemented process improvements that enhanced workflow efficiency.
- Monitored performance, delivering constructive feedback to team members.
- Collaborated across departments to streamline communication and task management.
- Maintained a positive work environment that fostered teamwork.
- Participated in leadership meetings to provide updates on team progress.
- Established clear expectations for team members, offering guidance as needed.
Customer Experience Executive
Safaricom PLC
08.2017 - 06.2024
- Handled over 150 daily inbound and outbound calls to resolve customer queries and educate on products and services.
- Escalated customer issues and conducted follow-ups to ensure resolution within service level agreements.
- Adhered to operational processes and schedules to enhance quality of work and productivity.
- Maintained professional customer interactions to identify pain points and improve satisfaction levels.
- Captured customer feedback to guide decision-making and influence service innovations.
FOSA Customer Service Assistant
Mombasa Port Sacco
03.2016 - 07.2017
- Answered over 50 daily inquiries from existing and prospective members, capturing accurate customer information.
- Marketed Sacco products and services, educating clients to drive sales growth.
- Developed business partnerships with members and new customers, liaising with executives to address requests.
- Designed branding and product strategies for displays and exhibitions, attracting potential customers.
- Ensured customer satisfaction through discussions about offered products, fostering brand loyalty.
- Assisted with paperwork and data entry, creating member accounts and organizing client details for retrieval.
Education
Bachelor of Project Planning and Management -
University of Nairobi
KenyaKenya Certificate of Secondary Education -
Chepwostuiyet Secondary School
BometMaster of Arts - Project Planning And Management
Kabarak University
NakuruSkills
- Problem-solving methodologies
- Effective judgment
- Leadership experience
- Team management
- Performance monitoring
- Process enhancement
- Customer relationship management
- Training program development
- Stakeholder engagement
- Conflict resolution
- Adaptability in dynamic environments
- Active listening
- Mentoring and coaching
Accomplishments
- Managed a team of 12 successfully via Peer-to-Peer coaching to help empower the employees and enable solve problems.
- Achieved the company's strategy of being digital-led in fintech
- Successfully completed eight Safaricom Business School courses to achieve the company's strategy of being digitally led in fintech
Books
- Becoming by Michelle Obama
- The Right Words by Donna Ashworth
References
- Ms. Faith Chepngeno, Safaricom Plc, +254 723 364 47, fchepngeno@safaricom.co.kee
- Mr. Hillary Maima, Safaricom Plc, +254720688615, hmaima@safaricom.co.ke
Training
- Building Accountability into your Culture, LinkedIn, 05/2022
- Delivering Results Effectively, LinkedIn, 01/2021
- Managing Project Stakeholders, LinkedIn, 01/2021
- Agile Foundations, LinkedIn, 12/2020
Languages
Proficient, Proficient
Passions
- Reading
- Research
Industry Expertise
- Customer service
- Leadership
- Sales
- Marketing
- Branding
- Negotiations
- Data analysis
- Ms. Office application
References
References available upon request.
Timeline
Team Leader – Care Center Operations - Consumer
Safaricom PLC
06.2024 - Current
Customer Experience Executive
Safaricom PLC
08.2017 - 06.2024
FOSA Customer Service Assistant
Mombasa Port Sacco
03.2016 - 07.2017
Bachelor of Project Planning and Management -
University of Nairobi
Kenya Certificate of Secondary Education -
Chepwostuiyet Secondary School
Master of Arts - Project Planning And Management
Kabarak University