Years of experience: 4

Document ProcessorData Entry AssociateTyping SpecialistData Entry SpecialistOffice AdministratorResearch Assistant

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Tracy's Career Path
Contact Centre AnalystJun. 2022 -
Nov. 2024
NCBA GroupContact Centre Analyst
Analyzed 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 eli...
Consumer Insights AnalystJan. 2022 -
May. 2022
NCBA GroupConsumer Insights Analyst
Kenya
Research AnalystOct. 2021 -
Dec. 2021
NCBA GroupResearch Analyst
Nairobi, 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...

Tracy's Posts

  • 2

    About myself

    Experienced contact centre and customer experience analyst with strong skills in data analysis, reporting, Microsoft tools, Python and Power BI. At NCBA Group PLC I led contact centre operations, driving high customer satisfaction and consistent service excellence.

  • 2

    Job Description

    Led over 40 improvement projects, including a quality framework and a coaching app that raised first‑contact resolution from 78% to 93%. Trained 180 staff on the NCBA Service Charter, cutting SLA breaches by 85% and contributing to 15+ African customer experience awards.

  • 2

    How to contact

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