About Brian Mudenyo:
- 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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