Debra Bosire

I am a results-oriented professional with a proven track record in customer service. My strong communication skills, coupled with a passion for resolving customer issues, make me well-suited for the role of a customer service executive. I excel in maintaining a positive and empathetic demeanor, ensuring customer satisfaction. With a background in customer service I am able to streamline customer interactions and provide efficient solutions. I am excited about the opportunity to contribute to the success of your team and enhance the overall customer experience

Customer service executive at Momentum Credit-2019
Responsibilities;
Managing a team of representatives offering customer support.
Overseeing the customer service process.
Resolving customer complaints brought to your attention.
Planning the training and standardization of service delivery
Monitoring the work of individual representatives and of the team.
Conducting quality assurance surveys with customers and providing feedback to the staff.
Possessing excellent product knowledge to enhance customer support.
Maintaining a pleasant working environment for the team.
 

Customer Experience Specialist at Apollo Agriculture (January-April 2022)

Developing and Executing CX Plans:
Formulated and executed comprehensive country CX plans, aligning with group priorities and ensuring budget adherence for targeted CX achievements.
Provided valuable input into KPI processes, incorporating them into regular operations and governance forums.
Strategic Alignment and Support:
Contributed to the group CX strategy-setting process, ensuring alignment with country strategic priorities and budget considerations.
Coordinated with cross-functional teams (Operations, Sales, Marketing) for the preparation and launch of initiatives aligned with CX goals.
Voice of the Customer (VOC) and Surveys:
Adopted and executed customer survey schedules at the country level, enhancing customer understanding through VOC strategies.
Collaborated closely with Product teams to address customer needs, facilitating comprehensive CX and field team training for new product launches.
Performance Monitoring and Improvement:
Owned roles in the call center and service center, implementing structured org structures, recruitment, onboarding, and ongoing training.
Implemented continuous improvement processes through Customer Feedback Systems, piloting, and scaling interventions.
Team Building and Capacity Development:
Led skill-building initiatives, covering recruitment, onboarding, skills training, and career development.
Cultivated a Customer Care culture within the Call Center, emphasizing team values and accountability.
Process Documentation and Improvement:
Took responsibility for documenting, implementing, and improving processes and policies within the Customer Experience department.
Enhanced tools and digital technology platforms for issue documentation, resolution, and live performance tracking.
Communication and Collaboration:
Produced local dashboards collaboratively with the country Tableau Champion, sharing insights and best practices with central and local teams.
Maintained visibility of country plans, identifying areas requiring central CX team support, and communicating effectively.
Achievements:
Developed and executed a tailored inventory optimization strategy, resulting in a 20% increase in inventory turnover within the first six months.
Identified cost-saving opportunities and successfully reduced excess stock levels, leading to a 15% decrease in carrying costs and overall operational expenses.
Implemented advanced demand forecasting models, contributing to a 25% improvement in accurately predicting stock needs, minimizing stockouts, and maximizing customer satisfaction.
Spearheaded the integration of automated tools in stock control processes, reducing manual errors by 30% and increasing the efficiency of tracking and management.
Cultivated strategic partnerships with suppliers, negotiating favorable terms and discounts that resulted in a 12% reduction in procurement costs.

Kenya Commercial Bank (KCB)
Customer service executive 
Responsibilities:
Understanding the products and services provided by the company.
Preparing company policies and procedures.
Developing training lessons with service delivery systems.
Managing a team of Customer Support Representatives.
Supporting the customer through an email ticketing system and phone calls.
Resolving customer complaints and queries.
Providing detailed information to customers.
Monitoring the performance of individual representatives.
Maintaining records of each phone call for future reference.
Assisting the HR department with hiring new employees.
Providing the new employees with training sessions for enhancing their skills.
Offering exceptional customer service and satisfaction.
Following up with customers for any further information.
Taking feedback from the customers.
Negotiating the terms and conditions with the customer.
Contributing the work to the company’s knowledge base.
Maintaining a healthy relationship with the clients.
Adhering to the company’s rules and regulations.
Managed customer interactions, ensuring positive experiences and satisfaction.

Achievements:

Recognized as a top performer for consistently providing excellent customer service and contributing to repeat client.
 

University of Nairobi (2020) – Bachelor of Commerce
Kereri Girls High School (2012-2015): KCSE – Grade B plain
Career Valley Academy (2008-2011): KCPE – Score: 363