About Jeddy Njuguna:
Jeddy is a Patient, calm and always a goal-oriented person with an Experienced Customer Service, CX and Quality Analyst with a demonstrated history of working in the Internet and Financial industry. Skilled in-Service Quality, CX measurement and management, Customer engagement and satisfaction, team management, and continuously developing Customer Experience across all customer touch-points while concurrently overseeing and promoting our products and services.
In addition, I have excellent verbal and written communication skills, and ability to communicate effectively and professionally with all individuals. Willingness to learn, ability to really listen to customers, Patience, Effective Listener I am a quick learner, flexible and I have developed good interpersonal skills.
Head of Customer Experience &Quality Analyst: September 2021 to August 2022
Manage the accurate collection and tracking of key Client Experience KPIs (customer effort score, net promoter score, customer satisfaction) and defining actions to consistently improve performance against these KPIs
Support the implementation of the brand’s CX strategy, define & implement internal CX training interventions
Pulling insights from client data analytics to make process & product changes that address & anticipate client problems.
Take lead in defining actions that showcase our brand in the customer journey making each touch point engaging, efficient, and effective.
Develop call centre quality analytics and offer remedial plans to improve outbound communications & calls quality & effectiveness.
Monitor internal and external CX complaints across all channels and ensure timely and effective issue resolution.
Champion CX across the organization and managing the customer support team, and assist in improving customer satisfaction and reduced client effort across all touch points.
Maintaining effective client touch points and simplified client journeys, Business wide alignment to the CX strategy and Growing CLV.
Compliance with all company / regulatory processes and procedures that support effective risk mitigation
Build strong and healthy working relationships that augur team cohesion in line the company's values
Quality Analyst Manager: September 2019 – August 2021
Perform Quality Assurance Evaluations and using the evaluation feedback to coach the agents
Develop evaluation programs and Communicate performance standards and metrics to the team
Communicate and manage expectations for quality and accuracy of work and Identify variances and create effective plans to address gaps.
Identify training needs for the team and assist in the associated planning activities and propose ideas and solutions to improve quality at individual and group levels and improve overall performance.
Compile and prepare daily, weekly, and monthly reports promptly and per approved reporting standards.
Analyze QA performance weekly and monthly trends and provide performance reports while highlighting areas for development.
Develop the training plan and train new agents as part of the induction process and Monitoring agent’s performance to deliver valuable data that can help modify agent behavior, sales performance, and improve the customer experience.
Provide information to management regarding campaign performance as well as industry trends that may impact the company's services.
At least handle 5 calls each week for Customer Service and Provide Subject Matter Expertise support to agents.
Listen to pre-screened calls and conduct weekly coaching sessions with Inbound/Outbound/Emails/social media and Chats agents.
Ensure call center regulations are strictly adhered to.
Undertake agent motivation activities- Team Building/Bonuses/Skip level meetings/Stand-Ups.
Customer Experience Team Lead: January 2019 - August 2019
St.Paul's University 2013 - 2016
Bachelor in Arts and communication
Graffins College 2007 - 2009
Advanced Diploma I have an advanced diploma in Business Administration and Management
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