Ben Kipruto
Accountant
Nairobi
Summary
Professionally, I am an accountant with over 4 years of experience working as a Customer Support Agent, Subject Matter Expert and Quality Analyst in the call center industry. I am hardworking, personable, and adept at managing sensitive situations around the customers to ensure process adherence, support quality, and customer satisfaction. I am highly organized, self-motivated, and proficient with computers and systems use and tools such as Zendesk, Beehive, Confluence, Jira, Slack among others
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm. Diligent CX professional with strong background in quality coaching. Successfully implemented process improvements and training programs that enhanced overall team performance. Demonstrated ability in quality assurance methodologies and effective communication skills.
Overview
5
5
years of professional experience
Work History
Quality Coach/Analyst
Teleperformance
06.2023 - 02.2024
- Review and update the client scorecard to align with COPC. By creating this scorecard we were able to focus on aspect that impact the business directly and aspects that impact customers only. This enabled the company to achieve higher CSAT by 7% and subsequent increase of customer satisfaction targets by 5%.
- I developed the guiding rules for Help Desk that align with agent development programs and upskilling of agents from new LOBs. This enabled agents to be freethinkers and grasp the process more comprehensively.
- I established a new sampling technique in the review of DSATs whereby it enables the team to effectively identify outliers and attend to them more per volume ratio.
- Developed and implemented training programs for new hires, fostering skill development and reducing onboarding time significantly.
- Analyzed performance metrics to identify trends, enabling targeted coaching interventions that elevated team productivity and efficiency.
- Facilitated feedback sessions with agents, promoting a culture of continuous improvement and empowering staff to achieve personal performance goals.
- Participated in strategic planning sessions, contributing insights that informed process improvements and supported organizational objectives.
- Mentored junior analysts on quality assessment techniques, enhancing team capabilities and fostering a collaborative work environment.
- Developed comprehensive training materials for new analysts, improving onboarding efficiency.
- Conducted in-depth market analysis to identify trends, guiding strategy adjustments for competitive advantage.
Subject Expert Matter
Majorel Kenya
06.2022 - 02.2023
- Participated in client meetings and calibration sessions to discuss performance, arising issues and alignment. I answered up to 300 questions per shift from agents posted on the consultation channel.
- Analyzed customer feedback and trends to inform program improvements, contributing to enhanced user experience and retention.
- Implemented best practices for knowledge management, ensuring accurate and accessible information for staff and clients.
- Facilitated regular team meetings to discuss performance metrics and share insights, fostering a culture of continuous improvement.
- Assisted in the creation of standard operating procedures, promoting clarity and adherence to company policies across departments.
- Supported project initiatives by gathering and organizing data, ensuring timely completion of deliverables and alignment with organizational goals.
- Developed comprehensive training materials and conducted workshops to elevate staff expertise in core processes.
- Analyzed customer feedback to identify knowledge gaps, leading to the implementation of targeted improvement initiatives.
Customer Support Representative
Majorel Kenya
03.2021 - 02.2022
- I was able to handle up to 105 calls per shift, emails and in-app messages from customers, authorities and partners. I handled market including UK, Czech Republic Sweden, Ghana South Africa and Kenya.
- Delivered exceptional customer service by resolving inquiries through multiple channels, fostering customer loyalty and satisfaction.
- Utilized CRM software to track and manage customer interactions, ensuring timely follow-up and issue resolution.
- Collaborated with team members to refine support processes, enhancing efficiency and improving response times significantly.
- Assisted in the development of training materials for customer service representatives, streamlining onboarding processes and knowledge transfer.
- Delivered exceptional customer service by effectively resolving inquiries and complaints, enhancing overall customer satisfaction and retention.
- Utilized CRM software to track customer interactions, ensuring accurate documentation and timely follow-up on support requests.
- Provided training through shadowing and mentorship to new representatives, fostering a knowledgeable and capable support team for optimal service delivery.
Call Centre Agent
Gain Ventures ltd (Okash client)
05.2019 - 10.2019
- As a call center agent, my duties included calling customers to remind them of their pre-due and post-due debts. This involved achieving strict targets and writing end of day reports. I managed to hit my targets of at least Sh 20,000 per day in my category.
Bank Relationship Officer
Faulu Microfinance Bank DTM
05.2019 - 10.2019
- I handle Customer check processing and cash transactions as well as account opening. Loan processing for customers.
- I handled other front desk inquiries from walk in-clients. I also promoted the bank products.
- Developed and maintained strong relationships with clients, enhancing customer retention through personalized service and proactive communication.
- I managed approximately 30 calls per day from inbound calls.
- Conducted comprehensive financial assessments to determine client needs, successfully recommending tailored banking products and services.
- Facilitated smooth onboarding processes for new clients, ensuring a seamless transition to banking services and fostering long-term loyalty.
- Collaborated with internal teams to streamline account management processes, improving efficiency and enhancing client satisfaction.
Education
Bachelor of Sc - Accounting
12.2019
Second Class Upper Division.
Skills
Communication Skills
Proficient with Microsoft Office, Google Workspace and CRM Systems
Team player
Problem solving
Team player
Data analytics
Customer feedback analysis
Process improvement
Training program development
Performance metrics analysis
Client communication
Upskilling programs
Continuous improvement
Knowledge management
CRM software proficiency
Coaching interventions
Market analysis
Client retention strategies
Team leadership
Data analytics
Timeline
Quality Coach/Analyst - Teleperformance
06.2023 - 02.2024
Subject Expert Matter - Majorel Kenya
06.2022 - 02.2023
Customer Support Representative - Majorel Kenya
03.2021 - 02.2022
Call Centre Agent - Gain Ventures ltd (Okash client)
05.2019 - 10.2019
Bank Relationship Officer - Faulu Microfinance Bank DTM
05.2019 - 10.2019
Masinde Muliro University - Bachelor of Sc, Accounting