Brian Ndugire

Experienced Customer Support and Operations professional with a proven track record in leading teams, optimizing service delivery, and enhancing customer satisfaction. Skilled in CRM systems, data-driven decision-making, and cross-functional collaboration to improve efficiency and resolution times. Passionate about driving customer success and operational excellence.

Agencify Ltd
Nov 2023 - Present
Customer Support Team Lead
• Delivered 24/7 customer support via email, phone, chat, and WhatsApp, ensuring independent insurance agents received prompt, accurate assistance and upholding a high standard of customer service.
• Communicated proactively with insurance agencies regarding underwriting issues, policy extensions, and renewals, ensuring all customer details were verified and documented accurately.
• Responded swiftly to inquiries from insurance agencies and agent leaders, offering clear, comprehensive support in a fast-paced environment.
• Investigated and analyzed agent-reported issues, escalating complex technical challenges to the engineering team while maintaining meticulous records and transparent communication.
• Compiled and prioritized agent feedback to create an improvement backlog, demonstrating attention to detail and commitment to process enhancement.
• Collaborated with product and software engineering teams to refine the Agencify Platform, integrating constructive user feedback and ensuring a positive customer experience.
• Developed training materials and conducted onboarding sessions for new agents, reinforcing effective platform usage and establishing professional customer support protocols.
• Monitored key customer support metrics to drive data-driven decision making, improving response times and resolution efficiency.
• Provided ongoing guidance to users on leveraging the Agencify app, emphasizing consistent quality in customer service and meticulous documentation.

Techno Brain BPO ITES Ltd
Apr 2021 - Oct 2023
Telesales Representative
• Achieved monthly sales targets by making outbound calls to potential customers, effectively pitching products while delivering excellent customer service.
• Enhanced outbound communication strategies, increasing customer engagement and generating a 20% increase in leads, aligning with a strong sales background and call center experience.
• Built rapport with prospects and customers to foster long-term relationships, reinforcing a positive attitude and professional demeanor.
• Followed the company's tele-sales script and compliance guidelines, maintaining a high Quality Assurance (QA) score by focusing on accuracy and customer satisfaction.
• Ensured all assigned leads were contacted within agreed timelines and updated accurately in the Sales Lead Generation Database, demonstrating attention to detail.
• Resolved customer grievances promptly, contributing to a positive company reputation and reinforcing strong communication skills.
• Managed customer data effectively to ensure seamless follow-ups and accurate relationship management, leveraging solid computer skills.
• Contributed to process enhancements and consistently exceeded sales and customer satisfaction targets by working efficiently in a fast-paced environment.
• Assisted in onboarding and training new team members, ensuring they aligned with company policies and product knowledge for optimal performance.

Techno Brain BPO ITES Ltd
Jan 2020 - Mar 2021
Customer Service Representative
• Maintained a positive, friendly, empathetic, and professional attitude toward customers at all times.
• Provided 24/7 customer support via phone, email, and chat, troubleshooting technical issues and ensuring high satisfaction levels.
• Responded promptly to customer inquiries through various communication channels.
• Acknowledged and resolved customer complaints efficiently while maintaining professionalism.
• Developed in-depth knowledge of company products to provide accurate and helpful responses to customer inquiries.
• Kept detailed records of customer interactions, transactions, comments, and complaints in the CRM system.
• Communicated and coordinated with colleagues and internal teams to improve service delivery and resolve escalated concerns.
• Acted as a liaison between customers and internal departments, ensuring seamless issue resolution.
• Provided feedback on the efficiency of customer service processes, identifying areas for improvement.
• Ensured customer satisfaction by delivering professional and effective support.
• Maintained strong customer relationships by addressing questions and concerns with speed and professionalism.
• Managed database records, drafted status reports on customer service issues, and conducted data entry and research as needed to troubleshoot problems.

Kitsch Innovations
Jan 2019 - Nov 2019
Sales and Procurement Assistant
• Coordinated logistics and supplier relationships to optimize procurement operations.
• Managed accurate data for reporting and streamlined communication with vendors.
• Assisted in negotiating supplier terms to enhance cost efficiency and timely deliveries.
• Monitored inventory levels and coordinated restocking to prevent shortages.
• Maintained detailed procurement records, ensuring compliance with company policies.
• Supported the sales team by ensuring seamless order fulfillment and delivery tracking.

KCA University
Diploma, Procurement and Logistics — Apr 2020

Regional Centre for Mapping and Technology
International Computer Driving License — Mar 2016

Mundika Boys High School
High School Certificate — Nov 2015