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5 anos de experiencia

Competencias

Customer Service Debt Collections Multi‑channel Support (Voice, Email, Chat) CRM Platforms Advanced Microsoft Excel AI‑driven workflow tools Leadership Operations Management Team Mentoring Contact Center Operations Process Streamlining Client Satisfaction Improvement Data Analysis Stakeholder Communication Problem Solving

Experiencia

Customer Service & Debt Collections Professional

CCI Kenya (M‑KOPA account)

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Managed high‑volume customer accounts and resolved complex multi‑channel inquiries (voice, email, chat) while maintaining strict quality standards. Utilised CRM platforms and advanced Excel for data‑driven decision making and AI‑enabled workflow tools to streamline processes. Mentored peers as a Team Captain, leading operational improvements across the organization. Collaborated with Horizon Contact Center, Vacasa, Grubhub and D.Light Solar to share best practices and enhance service delivery. Delivered measurable improvements in client satisfaction and operational efficiency.

Idiomas

English

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