Catherine Mataya
Quality ,Learning And Development Team Lead
Nairobi
Summary
I'm an organized team leader who builds positive rapport, inspires trust and guides teams toward achievement of organizational goals. I'm a strong facilitator adept at working cross-departmentally a trainer and a mentor. I’m excited to apply my technical and managerial skills to continuously improve and automate business processes.
Overview
10
10
years of professional experience
9
9
years of post-secondary education
1
1
Language
Work History
Team lead
Telkom Kenya
Nairobi
10.2019 - Current
- Customer Experience Learning, Development and Quality, Identify and provide training needs and coaching feedback to retail front and back office agents on a daily basis managing to keep compliance issues on less than 5%
- I have embedded a performance culture where I have implemented timely check-ins with my team hence having a highly self driven and autonomous team
- I have provided hands-on support and guidance to staff to ensure they deliver the required customer experience, quality of service and personal targets
- Ensured consistent standards and guidelines are used for all customer contacts whether onsite or through vendor partners
- I have ensured the retail centres at Telkom are customer centered and thus service delivery at the top- notch
- I have developed a standardized knowledge base as reference for all touch points and ensure it is continuously up-to-date with Products, services and trouble-shooting guides
- I have developed quality standards including the creation and implementation of quality monitoring evaluation methodologies that support improved customer experience efforts across all departments with direct customer interaction.
- Coached team members in techniques necessary to complete job tasks.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
Customer Experience Quality Analyst
Telkom Kenya
05.2015 - 09.2019
- Accomplishments
- Managed to reduce call center costs through addressing the reasons of dissatisfaction as issued by customers
- Have handled several surveys through calls, sms, e-mails and social media
- Assisted in creating the self-care tool where customers can be able to get services at a click of a button and thus drove efficiency to the next level and reduced customer complains which reduced repeat caller rate to 5% from 10%
- Managed to increase customer satisfaction by 7% to 80% YTD 2019, through handling customer complains as first call resolution cases
- In addition I assisted in the implementation of SMS survey tool where feedback is worked on immediately a complain comes through
- Reduced the end time resolution of complains through real time auditing and coaching of transactions and complains channeled in by customers thus making processes more efficient.
- Learned and adapted quickly to new technology and software applications.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Developed strong communication and organizational skills through working on group projects.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Strengthened communication skills through regular interactions with others.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Skilled at working independently and collaboratively in a team environment.
Sales back office support intern
Orange
Nairobi
11.2014 - 04.2015
- Accomplishments
- Managed to increase sales targets by a significant percentage through issuance of reports in a timely manner
- Increased sales by helping out in distribution of merchandise to filed staff in a timely manner hence more productivity
- Enrolled more partners onboard through vetting and creating them on the MYPoS system thus increasing sales.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Gained extensive knowledge in data entry, analysis and reporting.
- Self-motivated, with a strong sense of personal responsibility.
Intern
Youth Enterprise Development Fund
Nairobi
02.2014 - 10.2014
- Accomplishments
- Managed to vet several applicants for loans offered to youth entrepreneurs thus boosting economic growth of Kenya
- Assisted in coordinating training activities of loan beneficiaries from delivery and installation of projects given to young entrepreneurs
- Did concept notes for exhibitions that would guide on action plans to guide marketing mobilization and networking.
- Sorted and organized files, spreadsheets, and reports.
- Prepared project presentations and reports to assist senior staff.
- Explored new technologies and approaches to streamline processes.
Sales and Service executive
Pro-Auto care Motors
Nairobi
06.2013 - 12.2013
- Accomplishments
- Managed the payroll of mechanics and other staff done commission based
- Managed the financial status of the SME which sharpened my skills for decision making in terms of stock taking and also it helped in developing strategies to improve sales of products and services to acquire an optimum level of debt and equity
- I managed to increase profit margins by 10% through upselling some side products and earning the company extra income.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Kept accurate records to document customer service actions and discussions.
Executive, service desk intern
Kenya School of Monetary Studies
Nairobi
01.2013 - 04.2013
- Accomplishments
- Managed to meet clients’ expectations through responding effectively with confidence and exceeding the bare minimum
- Recognized as going over and beyond the norm and being given the opportunity to serve to a newly acquired business unit during launch
- Encouraged clients to return to the institution by appreciating them and giving customer experience worth remembering
- Managed all incoming and outgoing calls ensuring no conflicts of booking of conference facilities happened and also answered queries.
Education
Bachelor of Commerce - Business Administration and Management
Daystar University
Kenya 05.2009 - 05.2013
undefined
East more Girls school
01.2004 - 05.2008
White Belt Certification - undefined
Six Sigma Yellow Belt Certification - undefined
Certified through a program on life skills and economic empowerment - undefined
02.2012 - 05.2012
Trained on areas - undefined
Skills
undefined
Accomplishments
- Achieved 80% on customer satisfaction by introducing a survey tool that sends messages to customers real time and hence customers needs and wants met real time.
- Achieved Quality targets og 90% by employing DMAIC principles in our approach of monitoring and evaluating.
- Collaborated with team of 5 in the development of Customer,Service experience in our retail centres through training ,system empowerment and autonomy.
- Supervised a team of 4 staff members who have grown and realized their potential under my wings.
referees
1.) Ruth Nthale
Telkom Kenya- Zonal Manager(NRB region)
+254773480158
2.)Duncan Makhokha
Telkom Kenya-Manager -Performance,process improvement
+254772635830
3.)Claire Munene
Telkom Kenya - Customer Experience Director
+254777540687
Timeline
Team lead
Telkom Kenya
10.2019 - Current
Customer Experience Quality Analyst
Telkom Kenya
05.2015 - 09.2019
Sales back office support intern
Orange
11.2014 - 04.2015
Intern
Youth Enterprise Development Fund
02.2014 - 10.2014
Sales and Service executive
Pro-Auto care Motors
06.2013 - 12.2013
Executive, service desk intern
Kenya School of Monetary Studies
01.2013 - 04.2013
Certified through a program on life skills and economic empowerment - undefined
02.2012 - 05.2012
Bachelor of Commerce - Business Administration and Management
Daystar University
05.2009 - 05.2013
undefined
East more Girls school
01.2004 - 05.2008
White Belt Certification - undefined
Six Sigma Yellow Belt Certification - undefined
Trained on areas - undefined
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