Samson Mbugua
Customer Care
Nairobi, Nairobi Province
Summary
Im a Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth by complying to company and regulatory laws & standards, offering the best quality of good and services and ensuring proper allocation of resources to complete different tasks on time.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Outsourced Partner Team Lead
M-KOPA
06.2023 - Current
- Collaborated with colleagues and support staff to maximize team efficiency.
- Monitored partner performance and provided feedback on areas of improvement.
- Developed and implemented strategies to enhance partner relations.
- Prepared and presented reports on status of projects and initiatives.
- Streamlined internal processes, fostering improved efficiency and productivity within the firm.
- Provided outstanding service to all individuals, promoting effective, and lasting business relationships.
- Spoke with peers to verify task completion, meeting tight deadlines, and schedules.
- Streamlined operational processes, reducing costs and improving efficiency across organization.
- Minimized risk exposure through careful advice on business operations and strategic plans.
- Collaborating with training team to create schedules for training agents at the BPOs while striking a balance with the available staffing to ensure other call center operations are not affected and still remain operational.
- Auditing the amount to be paid to the BPOs by M_KOPA verifying the amount is 100% accurate by counterchecking the specific resources working for our lines of businesses as per the terms of agreement between the companies.
Customer Care Team Leader
M-KOPA
08.2021 - 05.2023
- Pulling and sharing agent productivity reports in excel from different systems e.g. Freshdesk, Freshchat and 3cx.
- Leading in meetings with the agents during the weekly catch up sessions.
- Meeting my direct reports individually for one-on-one coaching sessions to address the quality of calls and chats every week.
- Presenting Team SLA and agent productivity metrics during meetings and answering direct questions regarding the teams I supported.
- Following up on agent’s actions e.g. Taking my direct reports through their quarterly performance, ensuring surveys are done and completion of tasks assigned.
- Checking on Top Contact Drivers (TCDs) and highlighting what is impacting call and chat volumes on different queues.
- Raising tickets and collaborating with tech when we have ongoing downtimes/issues that are affecting the call center operations.
- Addressing absenteeism and raising repeated cases of agents not coming to work without communicating.
- Sharing absenteeism reports with the call center and requesting fellow team leaders to follow up on their direct reports on delivery of sick sheets for any sick offs taken and ensuring the agents have applied the sick offs/leave days on the HR system.
- Collaborating with workforce on any staffing gaps picked up during shift as we analyze the number of calls/chats received daily.
- Collaborating with training teams to get agents trained during their shifts while minimizing impact on SLA.
- Barging in on calls to listen and gauge the quality of calls/chats and immediately addressing any areas of concern with the agents to follow the due processes that are in place.
- Escalating areas of concern to HR and acting as a representative in management meetings to collect and give feedback, sharing opinions and updates with my direct reports and the overall Teams.
Customer Care Representative
M-KOPA
03.2019 - 07.2021
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Contributed to team success, consistently achieving call center performance metrics.
- Navigated multiple computer systems and applications to find information.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Logged call information and solutions provided into internal database.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Education
Diploma - Supervision
Alison Academy
Online 04.2001 -
Certificate - Motor Vehicle Mechanics
Ndungiri Technical Institute
Nakuru, Nakuru District, Kenya 04.2001 -
Skills
- Strategic planning
- Innovation mindset
- Operations management
- Performance analysis
- Knowledgeable in offering high quality standards
- Stakeholder engagement
- Problem-solving
- Teamwork and collaboration
- Decision-making
- Analytical skills
- Self motivation
- Effective communication
- Organization and administration
- Active listening
Timeline
Outsourced Partner Team Lead
M-KOPA
06.2023 - Current
Customer Care Team Leader
M-KOPA
08.2021 - 05.2023
Customer Care Representative
M-KOPA
03.2019 - 07.2021
Diploma - Supervision
Alison Academy
04.2001 -
Certificate - Motor Vehicle Mechanics
Ndungiri Technical Institute
04.2001 -
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