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Work Background
NCBA GroupContact Centre Analyst
Jun. 2022 - Nov. 2024Analyzed customer interaction data across multiple channels, identifying key trends and delivering actionable insights that improved customer satisfaction scores by 15%
Developed and implemented comprehensive training programs for customer experience teams, resulting in a resolution rate improvement from 78% to 93%
Collaborated with cross-functional teams to optimize customer journeys and eliminate service delivery gaps, enhancing overall customer retention rates
Expanded Voice of Customer program by introducing 6 new survey mechanisms to capture comprehensive feedback and address service gaps
Designed and deployed a feedback tracking system that improved strategic decision-making capabilities and service delivery outcomes
Reduced customer complaints by 30% through enhanced contact center quality management and real-time coaching initiatives
NCBA GroupConsumer Insights Analyst
Jan. 2022 - May. 2022Kenya
NCBA GroupResearch Analyst
Oct. 2021 - Dec. 2021Nairobi, KenyaDelivered exceptional customer support across phone, email, and live chat channels while maintaining 95% SLA compliance
Supported CRM system implementation to enhance customer data management and enable personalized service delivery
Resolved escalated customer issues efficiently, reducing average complaint handling time by 20%
Contributed to omnichannel customer support deployment, increasing operational efficiency and customer engagement
NCBA GroupCall Center Agent
Sep. 2021 - Sep. 2021
NCBA GroupOperations Analyst
Jun. 2021 - Aug. 2021Reviewed and processed credit documentation ensuring 100% compliance with regulatory requirements and internal policies
Developed and implemented efficient document tracking system, reducing processing times by 25%
Partnered with credit teams to resolve documentation discrepancies and enhance operational accuracy
Salaries and Remuneration CommissionInformation Communication Technology Specialist
Oct. 2019 - Oct. 2020Nairobi County, KenyaDesigned and developed Performance Management System enabling real-time KPI tracking and performance monitoring
Implemented comprehensive ICT tools inventory system, reducing operational costs by 10% and minimizing resource misuse
Created Wage Bill Conference Website, streamlining event registration processes and improving attendance management
Conducted IT security audits and provided strategic recommendations to enhance system compliance and security posture
TWO EDS LTDSupport Specialist
Jul. 2019 - Oct. 2019Provided technical support for critical system operations, ensuring optimal functionality and minimal downtime
Executed network troubleshooting and optimization initiatives, improving overall operational efficiency
Delivered end-user training on IT systems and software applications, enhancing team productivity
TWO EDS LTDICT INTERN
Jul. 2019 - Sep. 2019Nairobi County, KenyaPerformed comprehensive diagnostics and maintenance for hardware and network systems, reducing operational disruptions by 15%
Conducted systematic IT security audits and delivered actionable recommendations for enhanced compliance
Managed installation and upgrading of software applications to optimize workflow efficiency and user experience
Teachers service Commission - KenyaInformation Technology Help Desk
Jun. 2018 - Sep. 2018Upperhill, Nairobi
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