Joseph Mutui

• Monitoring calls, emails, and chats to provide trend data to the relevant teams.
• Participate in the design of call/chat/email monitoring formats (scorecards) and implement/develop relevant service levels quality assessment guidelines.
• Use a quality monitoring data management system (e.g., Playvox) to compile and track performance at the team and individual levels while offering coaching sessions where needed.
• Work as a liaison and subject matter expert between Customer Service and Operations to drive business-based decisions and outcomes for departments and Leaders using data that is being captured and reported.
• Provide periodic quality driven reports based on customer experience feedback and quality metrics highlighting performance gaps . and recommend ways of improvement.
• Coordinate and facilitate call calibration sessions with stakeholders.
• Support in training new and existing agents on product knowledge plus expected service level standards & performing refresher trainings on a need basis.
• Participate in regular customer service team meetings/calls.
• Perform other duties as assigned.

• Handling transactional and general queries from customers.
• Assisting customers from newly launched markets.
• Advising users on transaction delivery times due to network disruptions or service degradation and, de-escalating irate users with transactional issues.
• Provided primary customer support.
• Updated account information to maintain customer records.
• Met customer call guidelines for service levels, handle time and productivity.
• Responded proactively and positively to rapid change.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Answered multiple calls/emails/chats per shift to meet fast-paced call center demands.
• Escalated complicated customer account issues to supervisors.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Participated in peer shadowing, and mentoring new personnel regarding company operations, policies and services.
• Documented and detailed calls and complaints using call center's CRM database (Zendesk).

• Ensure complete and accurate KYC Due Diligence for new onboarding and existing customers.
• Supporting new and long-time users (via inbound calls, texts and emails) with various technical issues..
• Conducted KYC on questionable accounts, and transactions for customer onboarding, closure and retention based on risk level guidelines.
• Observing communicated compliance guidelines on handling emerging trends.
• Detecting and escalating any new risk trends that might negatively impact the organization.
• Participate in trainings & team meetings.

• Highlighting associates' exemplary interactions and flagging areas of improvement.
• Highlighting inter-departmental processes that are working well, those that can be improved, and flagging processes that negatively impact our customers.
• Proposing product changes raised from customer interactions.
• Holding one on one meetings with associates in an effort to correct Quality issues.
• Flagging issues that need training, preparing training material and setting up the trainings.
• Researching market trends with the aim of improving our product offering
• Data analysis using tools like Excel and periscope which requires an understanding of SQL, in an effort to better understand user trends, currently continuing education specifically in data science.
• Identifying fraudulent patterns and recommending prevention measures which can be incorporated in our Machine learning models.
• Working with CRBs and Telco's in investigating fraudulent claims from users who might have been defrauded and providing solutions on the way forward.

• Performing KYC on on new onboarding customers.
• Evaluating loan applications for all new borrowers in Kenya and Tanzania applying for loans.
• Identifying and reporting cases of potential fraud.
• Maintained energy and enthusiasm in fast-paced environment.
• Manage refunds, repayments, and other payment processes.
• Update documentation related to loan reviews and payment processes
• Managing manual bulk disbursements to customers
• Parsing payment files to uncover issue.
• Escalating any credit and risk matters to the team leader.
• Identified issues, analyzed information and provided solutions to problems.

• Handling multiple customer queries on various platforms including, in-app chat and social media.
• Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Propose areas of continuous improvement to the team leader and product team
• Contribute to team effort by accomplishing related results as needed.
• Following laid down communication procedures, guidelines and policies.

• Four years of experience providing customer support in a busy call center environment for existing and new-to-bank customers
• Ability to investigate a problem and find a solution in a timely, efficient manner
• Methodical approaches and excellent judgment in understanding issues from all angles before executing an action
• Analysis of personal sales metrics and adjusting strategy with the aim of meeting set KPI's
• An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty
• Strategic-relationship-building skills by listening attentively, solving problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes
• Tenacious negotiating and closing skills- providing sales through service by adeptly conveying the benefits of products/services and generating customer interest
• Quickly learn, master and sell new product offerings
• Persuasive communication skills- by using consultative selling skills to identify opportunities, overcome objections, build relationships and turn cold canvassing into sales
• Accomplished sales and organization mission by completing related results as needed
• Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity
• Productive worker with solid work ethic who exerts optimal effort in successfully completing tasks
• Adaptability and ability to work under pressure
• Ability to work in a team structure

Key accomplishments include:

• Recognition for being top agent (out of 40 representatives) in January 2015 based on the best performance in sales and customer management
• Managed a high-volume workload within a deadline-driven environment and consistently met performance benchmarks in all areas
• Appointment as an assistant team leader for being consistent in my performance.