Years of experience: 18

Complaint Resolution SpecialistCustomer Care SpecialistChief Customer Officer (CCO)Call Center TrainerCall Center SupervisorCall Center

Trusted by top professionals

Trust Score

Exceptionally trusted; proven professional excellence.

90%
Florence's Career Path
Customer Service ManagerOct. 2024 -
Present
Africare Global Business Ventures Pvt LtdCustomer Service Manager
Nairobi County, Kenya
Quality Assurance Team LeadSep. 2020 -
Sep. 2024
Royal Online Business SolutionsQuality Assurance Team Lead
KenyaA remote position, I would ensuring compliance to Company processes and procedures by daily reviewing agent calls and emails. I also would prepare performance reports and share with the call center supervisors. I also followed up on feedback given on areas of improvement and prepared monthly management reports on QA performance.
Customer Service CoordinatorMar. 2014 -
Apr. 2020
The Nairobi HospitalCustomer Service Coordinator
NairobiPlanning and executing customer experience programs and activities. Coordinating with other departments on complaints resolution. Participating in training employees to deliver excellent customer experience. Coordinating with other departments on daily customer complaints and follow up to ensure Feedback is given and action is taken within the stipulated time frames. Conducting patient and co...

Florence's Posts

  • 5

    About myself

  • 5

    Job Description

  • 5

    How to contact

No responses yet
0
  • 2

    About myself

    Accomplished Customer Experience Leader with a robust 20+ year track record in service excellence and healthcare administration. Expertise in multi-site operations, data-driven dashboards, TAT optimization, and complaint management. Proficient in process standardization and aligning people, processes, and technology.

  • 2

    Job Description

    Seeking a dynamic role to spearhead CX transformation across diverse functions. Aim to fortify service culture through comprehensive training and accountability measures, driving impactful customer service enhancements.

  • 2

    How to contact

No responses yet
0
  • 0

    How I can help you

    Join a dynamic company leading the charge in customer service and healthcare administration. With over 20 years of experience, we excel in multi-site operations, driving service excellence, and transforming service journeys.

  • 0

    People I am looking for

    As a Customer Experience Manager, you will lead the charge in optimizing turnaround times and implementing complaint management frameworks. Your role will be crucial in building data-driven dashboards and aligning people, processes, and technology.

  • 0

    Experience & Cases

    Required Skills: - 20+ years in customer service - Experience in healthcare administration - Proficiency in building data-driven dashboards - Expertise in process standardization - Strong strategic insight

  • 0

    Salary & Benefits: - Competitive salary based on experience - Comprehensive healthcare benefits - Opportunities for professional development - Flexible working arrangements

  • 0

    How to contact

No responses yet
0