WINIFRED NDEGWA

Work History

Workforce & Ops Manager East and Southern Cluster

Standard Chartered Bank Kenya

04.2009 - 08.2019

Managing Contact Center Operations for Kenya, Uganda, Zambia & Zimbabwe at Contact Centre.
Inspected new products to assess quality and preparedness and Represented and participate in meetings headed by SCB Head of Retail Banking East Africa, Operational Risk, Compliance, Branch Network, HR, Digital Banking, and IT & Networks.
Implementing Service Level Agreements, managing operational risk framework with various teams and countries and developing exceptional working relationships across departments and improved operational performance using stakeholder engagement skills.
Conducted in-depth analysis of operations with Product Managers, ensuring processes worked efficiently and effectively.
Managed real-time inbound call traffic across multiple contact center locations.
Optimized schedules, forecasts and other tools to present to management.
Provided training on dashboard and package development to team members and management such as score cards for appraisal purposes.
Trained and mentored high-performing team through regular performance reviews, individual feedback and professional coaching.
Created training materials for new employees to provide information guidelines regarding telephone etiquette and products.
Updated personnel handbooks and individual records to keep filed accurate and detailed.
Managed overtime, shift swaps, breaks and other requests.
Oversaw employee recognition programme monthly and quarterly.
Set and adjusted to schedules to maintain optimal coverage and service levels and 24/7 access for customers.
Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
Worked with management to develop strategic and tactical plans to meet different requirements.
Learned new skills and applied to daily tasks to improve efficiency and productivity.
Worked flexible hours across night, weekend and holiday shifts.
Ensured ongoing compliance with safety and environmental policies, maintaining safe, secure working environments.

Customer Service /Quality / Experience Manager

Standard Chartered Bank Kenya

01.2006 - 04.2009

Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Recommended products to customers, thoroughly explaining details.
Investigated and resolved customer inquiries and complaints quickly and escalated major issues to Product Managers.
Delivered prompt service to prioritize customer needs.
Followed up with customers about resolved issues to maintain high standards of customer service.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Met customer call guidelines for service levels, handle time and productivity.
Cross-trained and provided backup support for organizational leadership.
Trained and mentored employees new personnel regarding company operations, policies and services to maximise team performance.
Provide guidance in different capacities and ensure team members engagement by weekly having one- one session with 6 direct reports
Increased efficiency and performance by monitoring team member productivity and providing feedback.
Enhanced working relationships by participating in team-building activities.

Acting Head Contact Center Manager

Standard Chartered Bank Kenya

04.2008 - 12.2008

Recruiting, training, induction and coaching strategy working closely with HR, L&D and Training delivery teams.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Demonstrated respect, friendliness and willingness to help wherever needed.
Drive change and influence future change/projects to support and achieve improvements in the customer experience.
Maintained energy and enthusiasm in fast-paced environment.
Manage the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget.
Built and maintained courteous and effective working relationships.
Prepared range of written communications, documents and report and communicated deadlines to complete projects on time.
Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies; Telephony, CRM and WFM to create a cost effective operation consistently achieving contact handling SLAs.
Explored and created new ways to resolve problems with processes, technology or team members to improve overall efficiency.
Deliver cost efficiencies and increased in Customer Satisfaction Scores.
Participated in team-building activities to enhance working relationships.
Developed and implemented performance improvement strategies and plans to promote continuous improvement

Customer Complaints Manager

Standard Chartered Bank

09.2005 - 01.2006

Listened to individual complaints with open mind, asked detailed questions to understand issues and Communicating to customers’ outcome of their complaints.
Coordinated referrals and escalations to obtain specialized support.
Kept detailed records of customer interactions for future reference.
Was part of the team to implement the Bank’s complaints management and feedback system CRM, supporting in setting up and training all staff countrywide. 2011-2012.
Accurate recording, tracking, monitoring, of complaints from Branches and the Contact Center.
Analyze complaints made to the Complaints and Feedback Team.
Investigate complaints thoroughly within the set threshold.
Proactively develop, change policies to improve customer satisfaction.
Manage initiatives and implement recommendations arising from complaints investigation or to improve complaints handling
Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
Offered friendly and efficient service to customers, handled challenging situations with ease.

Contact Center Executive

Standard Chartered Bank

03.2003 - 09.2005

Monitored and directed phone and email activity using various contact center applications and tools.
Provided primary customer support to internal and external customers.
Answered customer telephone calls promptly to avoid on-hold wait times.
Responded to customer requests for products, services and company information.
Recommended products to customers, thoroughly explaining details.
Followed up with customers about resolved issues to maintain high standards of customer service.
Met customer call guidelines for service levels, handle time and productivity.
Exhibited high energy and professionalism when dealing with clients and staff.
Addressed customer account discrepancies and concerns.
Answered over 80 calls per shift to meet fast-paced call center demands.

Enquiries & Support Clerk / Teller

Standard Chartered Bank, Kenya

02.2000 - 03.2003

Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
Maximised customer satisfaction by resolving service issues promptly.
Assisted customers with product-related questions, feedback and complaints.
Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
Receiving and making cash payments to customers.
ATM officer – managing Branch ATM.
Managing foreign Currency Deals.

Summary

Overview

Work History

Workforce & Ops Manager East and Southern Cluster

Customer Service /Quality / Experience Manager

Acting Head Contact Center Manager

Customer Complaints Manager

Contact Center Executive

Enquiries & Support Clerk / Teller

Education

Bachelor of Science - Accounting

High School Diploma -

Skills

Certification

Accomplishments

Languages

Timeline

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