Ann Catherine Ngira
Team Manager - Customer Support
Nairobi County
Summary
Team Manager (Customer Support) leading agents through coaching, escalation handling, and real-time support to protect service levels and customer satisfaction. Coordinates daily performance tracking with dashboards, resolves client issues through to closure, and supports adherence to call center procedures and quality standards. Partners across WFM, HR, payroll, and operations to strengthen retention and team performance.
Overview
3
3
Languages
3
3
Certifications
8
8
years of professional experience
Work History
Team Manager (Customer Support)
Teleperformance
08.2024 - Current
- Oversee a team of customer support representatives and ensure they are providing exceptional client experience.
- Take ownership of client's issues and follow through for timely resolution.
- Follow through Call Centre procedures, policies, and standards to be adhered to by the call center team.
- Monitoring & coaching. Effective use of key dashboards and to ensure excellent performance. Support, motivate, evaluate, develop, and coach my Agents to continually meet and exceed their individual/team targets.
- Complete regular monitoring of my team's handled contacts and provides appropriate feedback, coaching and education to ensure Agents meet the minimum client requirements. Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired financial goals.
- Provide "real-time" support to Agents experiencing difficulties on calls and handles escalated and upset customers' inquiries promptly & professionally when necessary.
- Working together with a "Point of Contact" to identify issues and generate action plans for the KPI assigned.
- Support ESAT by working with WFM, HR, Payroll and other departments to increase employee retention.
- Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR and Operations
- Provide update and daily report to client matters committee on levels of customer satisfaction and recurrent issues.
- Ensure that high standards of Client Service are maintained throughout service levels.
- Mastermind creative ways to deliver an exceptional client experience.
Quality Analyst (Customer Support)
Teleperformance
07.2022 - 08.2024
- Conducted audits using various tools such as Rise and Klaus.
- Performed quality of service analysis (verbatim categorization & case research) on agent and team level
- Create development plans for agents and team leaders
- Conducted weekly agent round table meetings with team leads.
- Monitor, coach, and mentor agents on a daily and monthly basis for quality
- Design and deliver comprehensive training programs via Google Meet, Teams, and Zoom.
- Analyze training methods, identifies areas for improvement, and implements continuous training initiatives.
Customer Service Representative
Teleperformance
05.2021 - 07.2022
- Addressed customer inquiries, gathered data, and provided solutions.
- Communicated with customers through various channels, live chat, emails, and calls.
- Maintained a positive, empathetic, and professional attitude toward customers at all times.
- Provided feedback on the efficiency of the customer service process.
- Contributed to process improvement efforts and ongoing training.
Data Annotator
Transperfect DataForce
01.2020 - 01.2021
- Data collection and Analysis (Text, audio, image and video annotation)
- Collection of linguistic data (German)
- Labeling data and assigning accurate labels, tags, or categories to different elements within a dataset.
- Analysis and presentation of linguistic data for machine learning
- Assisting new annotators/transcribers on language use when handling data.
- Ensuring compliance with data privacy and security regulations, especially when dealing with sensitive or personal information.
Digital Marketer/Content creator
Noni's Company
01.2019 - 01.2020
- Developed digital marketing strategies.
- Content creation and management for various digital channels.
- Social Media marketing on platforms like Facebook, Instagram and Twitter
- Designing and implementing email marketing campaigns
- Managing paid advertising campaigns on platforms like Google Ads, Facebook Ads, and others.
Education
Certified Salesforce Associate -
ALX Africa
01-2023
Digital Marketing and E - Commerce - undefined
Coursera
01-2019
Goethe Zertifikat C1 - undefined
Goethe Institute
01-2019
Bachelor of Arts - Linguistics, Media, and Communications
Moi University
Nairobi, Nairobi Province, Kenya01-2018
Skills
System Administration (Salesforce)
Project management
Conflict Resolution
Public Speaking
Stakeholder communication
Customer support quality monitoring tools
Training delivery
Coaching & mentoring
Service level management
Performance dashboards
Certification
Certified Salesforce Associate, ALX Africa, 2023
Timeline
Team Manager (Customer Support)
Teleperformance
08.2024 - Current
Quality Analyst (Customer Support)
Teleperformance
07.2022 - 08.2024
Customer Service Representative
Teleperformance
05.2021 - 07.2022
Data Annotator
Transperfect DataForce
01.2020 - 01.2021
Digital Marketer/Content creator
Noni's Company
01.2019 - 01.2020
Goethe Zertifikat C1 - undefined
Goethe Institute
Digital Marketing and E - Commerce - undefined
Coursera
Certified Salesforce Associate -
ALX Africa
Bachelor of Arts - Linguistics, Media, and Communications
Moi University