Dickens A. Agoi
Customer Experience Specialist
Nairobi,Nairobi
Summary
Enthusiastic Customer Experience Specialist with 6+ years of experience in different industries, providing exceptional Customer Experiences and Team Leadership. Extensive proficiency in CRM and support ticketing systems with a solid technical background. Recognized for leadership skills and a passion for delivering exemplary customer service.
Overview
6
6
years of professional experience
Work History
TEAM LEAD - CUSTOMER EXPERIENCE
MOKO HOME & LIVING
03.2022 - 12.2023
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Optimized resource allocation by analyzing team member skills and project requirements, resulting in increased efficiency.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Developed succession planning strategies to ensure continuity of leadership within the team and facilitate smooth transitions during organizational changes.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Created detailed project plans outlining goals, timelines, resources, and budgets to ensure alignment with company objectives.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Generated reports detailing findings and recommendations.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Evaluated customer needs and feedback to drive product and service improvements.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Directed and supervised team of 21 engaged in Sales and Customer development
CUSTOMER EXPERIENCE OFFICER
MOKO HOME & LIVING
01.2021 - 02.2022
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Streamlined communication channels for improved customer interactions and feedback management.
- Tracked key performance metrics to assess team progress toward established goals and implement necessary adjustments.
- Spearheaded campaigns aimed at increasing brand loyalty among existing customers through targeted promotions and personalized offers.
- Handled escalated customer complaints with tact and professionalism, resolving issues in a satisfactory manner while maintaining company reputation.
- Monitored social media platforms for potential crises or negative sentiment about the company; worked closely with PR teams to mitigate any reputational damage.
- Established strong rapport with customers through active listening, empathy, and clear communication skills.
- Continuously evaluated competitor offerings to stay ahead of industry trends and maintain competitive advantage in the marketplace.
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Analyzed customer feedback data to identify trends and develop actionable insights for continuous improvement efforts.
- Promptly responded to inquiries and requests from prospective customers.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Conducted ongoing analyses of sales pipeline health using key metrics available within the CRM platform.
CALL CENTER TEAM LEAD
CTRACK KENYA LTD
05.2017 - 12.2020
- Created and managed shifts while ensuring efficient management of customers calls.
- Organized team training sessions, including troubleshooting tracking devices.
- Launched successful marketing campaigns that drove brand awareness among target audiences.
- Organized large-scale vehicle tracking, ensuring seamless execution of logistics, registration, onboarding, and vehicle management.
- Championed the adoption of new software tools that streamlined workflows within Customer Support department.
- Led successful sales presentations to prospective clients, resulting in increased partnerships and collaboration opportunities.
- Increased sales revenue with targeted marketing campaigns and strategic product positioning.
- Negotiated favorable contracts with vendors, securing high-quality products at competitive prices.
- Transformed underperforming accounts with strategic planning efforts focused on process improvement.
- Monitored industry trends to adapt strategies accordingly.
- Collected, arranged, and input information into database system.
- Conducted regular reviews of operations and identified areas for improvement.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
CUSTOMER SERVICE
BAUS OPTICAL
12.2014 - 03.2017
- Achieved top performer status within the company due to consistent high sales numbers and Increased sales revenue by consistently meeting and exceeding sales targets.
- Provided timely feedback from customers to the product development team, contributing valuable insights into potential improvements or enhancements.
- Delivered engaging sales presentations tailored specifically towards individual client needs, demonstrating a deep understanding of their business and industry.
- Improved overall customer satisfaction by promptly addressing concerns and providing tailored solutions.
- Streamlined sales processes, implementing time-saving strategies that boosted productivity.
- Collaborated with marketing team to develop targeted promotional materials for specific industries.
- Assisted call-in customers with questions and orders.
- Adjusted sales scripts to better target needs of specific individuals, boosting sales by over 85%.
- Used Salesforce CRM software to record personal information and purchases of contacted prospects.
- Used CRM to track pipeline activity and analyze sales trends.
- Managed customer accounts to secure customer satisfaction and repeat business.
- Generated advertising brochure for vendor use.
CALL CENTER & SUPPORT PERSONNEL
EMPIRE MICROSYSTEMS
11.2013 - 10.2014
- Enhanced client well-being by providing personalized support and assistance in daily living activities.
- Increased efficiency with comprehensive knowledge of company products and services, allowing for quick issue resolution.
- Provided exceptional technical support for software and hardware, resulting in reduced downtime for clients.
- Collaborated with cross-functional teams to address complex customer issues, ensuring a seamless support experience.
- Assisted clients remotely using remote desktop tools, expediting the troubleshooting process significantly.
- Conducted routine system maintenance, optimizing performance for end-users and minimizing potential problems.
- Utilized diagnostic tools effectively to identify root causes of technical problems accurately and consistently.
- Established a strong rapport with clients, leading to increased referrals and repeat business due to exceptional technical support services.
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Configured and tested new software and hardware remotely, and also Installed and configured operating systems and applications.
- Tested new software and hardware prior to deployment.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Education
Diploma in Business & Information Communication Technology - Information Communication Technology
IAT College
Nairobi, Kenya 05.2011 - 05.2013
European Business Competence License (EBCL) - Business Administration And Management
IAT College
Nairobi, Nairobi Province, Kenya 04.2001 - 05.2013
International Computer Driving License (ICDL) - Computer Networking And Telecommunications
IAT College
Nairobi, Kenya 03.2012 - 05.2013
Skills
Coaching, Mentoring and Performance Improvement
undefinedAccomplishments
- At C-Track Kenya Limited, we successfully enhanced our vehicle tracking capabilities, resulting onboarding, monitoring, and management of over 2000 vehicles.
- Best Customer Service Personnel at C-Track Kenya Ltd, 2018.
- At Moko Home & Living, I contributed to the expansion of shifts, resulting in job creation. Additionally, we successfully boosted the monthly revenue generation of the Online sales team from KES 8 million in May 2022 to 32 million in November 2023.
- Best Customer Experience Officer of the year 2021 at Moko Home & Living.
Personal Strength
Resolute customer service team lead with more than 6 years of experience in customer service industry. Possess a solid reputation for building productive, customer-focused teams committed to achieving outstanding customer satisfaction standards. Excellent motivational, organizational and communication skills. Ability to work independently and reliably with excellent planning and coordination of events and strategies. Strong technical background. Able to meet set company targets. I possess considerable expertise in customer relationship management systems, encompassing Cradle, Asana, Freshsales, Freshchart, and Freshcaller and use of spreadsheets.
Skills Acquired
- Effective communication
- Approachability and availability.
- Showing consistency.
- Organization and adaptability
- The art of delegation.
- Confident and knowledgeable.
- Open to ideas and inspire.
Personal Information
Date of Birth: 04/27/1992
References
- Ms. Wambui Ngige, Moko Home & Living, Customer Experience Manager, wambui.ngige@gmail.com, +254 704-747105
- Mr. Moses Simon, C-Track Kenya Ltd, Business Development Manager, moses@crack.co.ke, +254 728-777333
- Ms. Yvonne Muita, Moko Home & Living, Customer Service, Sales Ops, Online & Retail Sales Manager, Yvonne.muita@moko.co.ke, +254 722-933181
Timeline
TEAM LEAD - CUSTOMER EXPERIENCE
MOKO HOME & LIVING
03.2022 - 12.2023
CUSTOMER EXPERIENCE OFFICER
MOKO HOME & LIVING
01.2021 - 02.2022
CALL CENTER TEAM LEAD
CTRACK KENYA LTD
05.2017 - 12.2020
CUSTOMER SERVICE
BAUS OPTICAL
12.2014 - 03.2017
CALL CENTER & SUPPORT PERSONNEL
EMPIRE MICROSYSTEMS
11.2013 - 10.2014
International Computer Driving License (ICDL) - Computer Networking And Telecommunications
IAT College
03.2012 - 05.2013
Diploma in Business & Information Communication Technology - Information Communication Technology
IAT College
05.2011 - 05.2013
European Business Competence License (EBCL) - Business Administration And Management
IAT College
04.2001 - 05.2013
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