Cosmas Nyangi

I'm a seasoned professional with a passion for delivering exceptional customer experiences and ensuring top-notch service quality. With a background as a Customer Experience Specialist and currently serving as a Senior Quality Assurance Specialist I excel in making sure customer issues are handled professionally, effectively and in a timely manner. I bring a unique blend of skills and attributes to every role. I am a great leader and collaborator, highly adaptable, analytical and customer centric. I posses immense skills on quality assurance, data analysis, problem solving and a great communicator.  

As a seasoned specialist in call center operations with more than 5 years of experience, I bring a wealth of expertise in elevating customer service standards and operational efficiency. With a keen eye for detail and a commitment to excellence, I have successfully implemented and managed quality assurance programs, ensuring adherence to industry best practices and organizational objectives. My key achievements include;

• Performance Optimization: Spearheaded initiatives resulting in a significant improvement in overall call center performance metrics, including increased customer satisfaction and first-call resolution rates.
• Process Enhancement: Identified and addressed operational inefficiencies through rigorous analysis, leading to streamlined processes and improved workflow.
• Team Leadership: Successfully led and motivated cross-functional teams to consistently meet and exceed quality benchmarks. Fostered a collaborative environment focused on continuous improvement.
• Training and Development: Developed and conducted targeted training sessions for call center agents, emphasizing quality improvement strategies and customer-centric communication skills.

My skills include but not limited to;

• Proficient in utilizing quality monitoring tools and software to evaluate and analyze customer interactions.
• Strong analytical and problem-solving skills, with a focus on continuous improvement.
• Excellent communication and coaching abilities, facilitating effective feedback and performance enhancement.

I hold a Bachelor's Degree in Economics and Finance , complemented by specialized training in Quality in service management and customer service. As a Senior Quality Assurance Specialist, my educational background equips me with a strong foundation in quality management principles and the skills necessary to drive continuous improvement in service delivery.

Key Education Highlights:

Specialized Training:  With certificate courses in Quality in Service management and customer service I have enhanced my expertise in understanding customer issues, issue resolution, sales skill set and quality assurance processes. This specialized training contributes to my ability to implement effective quality assurance strategies.

Relevance to Senior Quality Assurance Role:

My academic background provides a solid theoretical foundation, complemented by hands-on projects and coursework focused on quality management, process optimization, and data analysis. The specialized training further bolsters my skills in aligning with the demands of a Senior Quality Assurance Specialist role.