Joakim Nandwa

• Develop and implement comprehensive strategies to enhance customer interactions across all touchpoints and channels, ensuring a seamless and engaging experience
• Design and implement robust customer service standards and guidelines, fostering consistent, high-quality service delivery that strengthens customer relationships and loyalty
• Partner with marketing, sales, product development, and customer service teams to synchronize customer experience initiatives with broader business goals, ensuring alignment and maximizing impact.
• Lead training programs focused on customer-centric approaches, cultivating a customer-first culture and equipping staff with best practices to deliver exceptional service.
• Track and analyze key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and actionable insights to senior management to guide strategic decisions.
• Create, enhance, and continuously optimize omnichannel engagement strategies to meet evolving customer needs and elevate overall customer experience.
• Conduct regular customer satisfaction surveys and focus groups, translating feedback into actionable improvement plans that drive customer experience enhancements.
• Lead cross-functional projects aimed at improving the customer experience, driving measurable improvements in service quality, satisfaction, and retention.
• Establish and maintain rigorous quality control processes, ensuring high service standards are consistently upheld across all customer interactions.

Achievements:

• Successfully designed and established a fully functional call center from scratch, incorporating omnichannel customer interactions to enhance customer support.
• Developed and executed targeted initiatives to increase the answer rate, resulting in an improvement to above 85%.
• Implemented and optimized strategies and processes to streamline email response times, achieving a 100% response rate within 24 hours.
• Implemented comprehensive customer satisfaction programs, achieving a CSAT score of 4.3/5 (86%).

• Conducted quality calibration and coaching sessions with team members and team leads in order to improve call quality.
• Participated in designing call monitoring formats and quality standards.
• Monitored calls and provided trend analysis data and feedback to call center team leaders and managers.
• Used quality monitoring data management system to compile and track performance at both team and individual levels.
• Monitored 80 calls, 20 social media interactions, and email responses to customers, providing suggestions for improving responses.
• Assisted team members by answering questions, resolving issues, and overseeing work to ensure quality and compliance with guidelines.
• Delivered weekly and monthly one-on-one coaching feedback sessions to agents.
• Improved Sun Culture's Net Promoter Score by focusing on enhancing customer satisfaction rates.

Achievements:

• Improved call center score quality to above 90% and successfully introduced call center SLA report for call center performance trend analysis.
• Improved call center efficiency by over 40% and reduced call abandonment rate to below 20%
• Reduced repeat callers percentage by 20% and improved first contact resolution rate to above 80%.

• Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
• Maintained updated records of training curricula and material and developed digital and print educational material and training manuals.
• Trained, coached, and developed skills among new joining associates to improve their product and knowledge, performance, and process knowledge.
• Developed and executed performance management programs to increase employee engagement and productivity.
• Scheduling and conducting training sessions on various call center topics to prepare and support new and seasonal employees
• Successfully measured effectiveness of training sessions and materials and prepared individual or team progress reports
• Training experienced employees on new or updated call center procedures to improve their performance
• Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management.
• Facilitated virtual, in-person, and blended learning sessions
• Analyzed and evaluated training effectiveness and program outcomes

Achievements:

• Ensured there was 95% and above transition rate of trainees from training to production level.
• Trained and mentored more than 100 new personnel hired to fulfill various roles, with greater than 95% cohort retention rate.
• Prepared and developed new training materials and troubleshooting manuals

• Performed call monitoring and provided trend data, quality reports, and feedback to supervisors and customer experience managers.
• Accurately prepared and maintained reports on quality.
• Reviewed over 50 email responses and 100 calls on weekly basis from agents and provided trend data, quality reports, and feedback to agents, supervisors, and customer experience managers.
• Used quality monitoring data management system to compile and track performance at team and individual levels.
• Coordinated and facilitated call calibration sessions for call center staff
• Monitored customer satisfaction levels and identify areas where improvements could be made.
• Reviewed internal systems and organized training plans to address areas in need of improvement.

Achievements:

• Demonstrated creativity and resourcefulness through development of innovative solutions such as knowledge portal.
• Suggested changes in call handling procedures through scripts to improve customer satisfaction levels

• Answered over 100 customer telephone calls daily promptly to avoid on-hold wait times.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Handled customer complaints, provided appropriate solutions and alternatives within time limits; followed up to ensure resolution was found
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Built sustainable relationships and trust with customer accounts through open and interactive communication.
• Provided accurate, valid, and complete information by using right methods/tools for clients.
• Identified and escalated priority issues and reported to high-level management concerning customer complaints and trends.
• Conducted over 50 daily welcome and CSAT calls to check on customer satisfaction levels and areas of improvement.
• Achievements:
• Achieved overall Quality score of above 95%, and was best-performing agent for more than 6 months consecutively.
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