Oct 2024 – Jan 2025: Auxiliary Quality Analyst – Call Center International, Nairobi, Kenya

- Conducted impartial quality assessments to ensure adherence to processes and compliance standards.
- Set and monitored quality benchmarks for customer interactions, providing actionable feedback.
- Performed live monitoring sessions and risk-based evaluations to identify improvement areas.
- Maintained accurate documentation and completed administrative reporting requirements.
- Participated in calibration sessions to improve evaluation consistency across teams.

Apr 2023 – Present: Customer Service Agent (Snapfish) – Call Center International, Nairobi, Kenya

- Resolved customer inquiries professionally, consistently exceeding satisfaction targets.
- Managed customer interactions via Zendesk and handled social media queries using Sprout and Hootsuite.
- Upsold products and services, contributing to revenue growth.
- Processed orders, applications, and requests efficiently and accurately.
- Escalated complex issues and ensured timely follow-up to resolution.

Jul 2022 – Nov 2022: Customer Service Representative – Queeba Investment, Nairobi, Kenya

- Delivered proactive customer support, improving overall satisfaction levels.
- Cross-sold and upsold services, enhancing client retention and revenue.

Core Skills

- Customer Service & Relations | Quality Assurance & Monitoring | CRM Tools (Zendesk)
- Social Media Management (Sprout, Hootsuite) | Public Relations
- Microsoft Office | Adobe Creative Suite | Event Planning
- Communication | Process Improvement