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Brian Mudenyo

Brian Mudenyo

Mudenyo

Customer Service

Nairobi, Nairobi Area

Social


About me:

  • Willing to work under pressure 
  • Faster learner and open minded
  • Excellent human relation skill
  • A good team player

Experience

WORKING EXPERIENCE

July 2020 up to Date -MEDICAL ADMINISTRATION KENYA LIMITED(MAKL) –TEAM LEADER  CONTACT CENTER

                 Responsibilities

  • Investigating and resolving customers’ issues escalated by team members.
  • Monitoring Account Specific Systems and Processes for effective staff Utilization.
  • Carrying Out Real Time Performance evaluation and gives timely feedback to the CSR to ensure optimal work performance 
  • Providing mentorship and being a Team Player and giving attention to details.
  • Responsible for all client communication, conflict resolution and compliance on client Deliverables.
  • Ensures that the service level agreement is met.
  • Provide daily and weekly report on schemes /Campaigns account activity
  •  Ensuring all call center team members are living the organizational brand by operating in an environment that is customer service driven and team work oriented,
  • Preparing and ensuring that reports are submitted in a timely manner, ensuring that staffs adhere strictly to floor rules reporting time and working hours.
  • Determining and coordinating communication within departments

 

  • 2019 to July 2020 -HORIZON CONTACT CENTRE- Team Leader

                 Responsibilities

  • Responsibilities: Staff record management in call center, Coaching, training and motivating staff
  • Planning and Organizing Members
  • Problem solving and decision making
  • Monitoring random calls to improve quality minimize errors and track operative performance and assisting the Call Center Manager with performance evaluation.
  • Investigating and resolving customers’ issues escalated by team members
  • Providing mentorship and being a Team Player and giving attention to details
  •  Ensuring all call center team members are living the organizational brand by operating in an environment that is customer service driven and team work oriented,
  • Preparing and ensuring that reports are submitted in a timely manner, ensuring that staffs adhere strictly to floor rules reporting time and working hours.
  • Determining and coordinating communication within departments

2017 up to 2019-HORIZON CONTACT CENTRE –Customer Service Representative (CSR)

                  Responsibilities

  • Handling Inbound Calls. 
  • Responding to general customer inquiries
  • Projecting a professional company image, accurately responding to questions and assist customers

Education

Diploma in Information Technology

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