DIANE NASIALI
Nairobi,3791
Summary
Highly experienced Customer Service Team Leader with 7 years experience continuously evaluating and identifying opportunities to drive process improvements that positively impacts the customer’s experience.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Customer Service Team Lead
Britam
Nairobi
08.2018 - Current
- Prepare monthly Customer Experience/Voice of Customer /NPS and CSAT reports
- Participate in monthly Customer Experience Committee and Quality Assurance meetings to identify gaps in customer experience
- Manage the Customer Service department annual budget and facilities procurement management in ERP and the daily administration of the department
- Coordinate client and service provider visits together with the Campaign Manager.Coordinate annual Customer Service Week, Customer service gala and CSR initiatives
- Solve critical business problems and improve experience KPIs through data analytics and trend analysis, and creation of action plans for continuous improvement
- Maintain a strong and deep relationship with accounts under direct management – achieve an NPS of at least 80% as per internal measurement mechanisms
- Follow through on all issues to ensure closure within stipulated SLAs – 95% adherence to service level agreements and give progressive feedback on potential breach of SLA in CRM
- Train new employees on company systems and procedures
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
- Compiled data highlighting key metrics to report information, determine trends and identify methods for improving results.
Contact Centre Associate
Britam
Nairobi
01.2017 - 08.2018
- Generate sales leads
- Identify and assess customers' needs to achieve satisfaction
- Provide accurate, valid, and complete information by using the right methods/tools
- Meet personal/team sales targets and call handling quotas
- Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts, and file documents
- Follow communication procedures, guidelines, and policies
- Increased customer satisfaction by resolving issues.
- Managed on-site evaluations, internal audits and customer surveys.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
Senior Customer Service Officer
I&M Bank
Nairobi
10.2012 - 06.2015
- Demonstrate Self Service Banking and help customers to register for relevant channels
- Listen to, empathize with and pacify irate customers by swiftly resolving their problems/complaints or when this is not possible by referring queries that cannot be resolved to the appropriate area and following up on referrals to ensure satisfactory resolution
- Assist with new employee training including bank policies, services, financing options, and register operations
- Manage cost of sales through the utilization of multi-channel delivery strategies, such as actively managing customer migration onto electronic banking channels
- Won Salesperson of the year 2014 in the I&M Riches Campaign by opening most new bank accounts and selling credit and prepaid cards in the bank
- Lead the branch in conducting weekly customer service training
- Provide friendly financial advice to a diverse clientele promoting I&M customer oriented image
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
- Reviewed new technology and vendor needs and provided resolutions.
- Initiated execution of care responses as main point of contact with consumer escalation events.
- Launched products to clients and prospects to capture cross-sell opportunities.
Education
Master of Arts - Monitoring & Evaluation
01.2022 - Current
Bachelor of Science - International Business Administration
05.2008 - 08.2011
- Dean's List Summer,2009
- Dean's List Summer,2010
Skills
Microsoft PowerPointundefined
Accomplishments
- Supervised team of 10 staff members.
- Resolved product issue through UAT product testing.
- Collaborated with team of 15 in the development of Motor Claims Chabot Journey Mapping project.
- Won Salesperson of the year 201@ in the I&M Riches Campaign by opening most new bank accounts and selling credit and prepaid cards in the bank
- Achieved an improvement of customer satisfaction by 15% by introducing Whatsapp Chatbot for Motor Claims reporting and welcome calls for General Insurance business.
- Appointed Branch Service Champion at I&M Bank
Certification
[Creating a Culture of Change], [LinkedIn Learn]
Timeline
Daystar University - Master of Arts, Monitoring & Evaluation
01.2022 - Current
[Creating a Culture of Change], [LinkedIn Learn]
08-2020
Customer Service Team Lead - Britam
08.2018 - Current
Contact Centre Associate - Britam
01.2017 - 08.2018
Senior Customer Service Officer - I&M Bank
10.2012 - 06.2015
United States International University - Bachelor of Science, International Business Administration
05.2008 - 08.2011
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