June Lumumba

I am a results-driven Customer Service Manager with over 12 years of experience in enhancing customer service across various industries. My extensive background includes leveraging performance metrics to improve customer interactions and outcomes, managing large account volumes without compromising service or quality, and leading teams to success. I am dedicated to delivering world-class service and enhancing customer satisfaction, and I am eager to take the next career step with a respected organization that shares this vision. With strong analytical and problem-solving skills, excellent communication, and the ability to motivate and engage a team of customer service representatives, I am confident in my ability to make a valuable contribution to any team.

I am a results-oriented Customer Service Manager with over 12 years of experience in enhancing customer service across various industries. I am seeking to take the next career step with a respected organization dedicated to delivering world-class service and enhancing customer satisfaction. I am accomplished in leveraging performance metrics to improve customer interactions and outcomes. I am a dedicated leader with the ability to lead teams to process and manage large account volumes without compromising service or quality.

As for my key skills, I have excellent leadership and management skills, outstanding communication skills, and a strong customer service orientation. I am also able to motivate and engage a team of customer service representatives, and I have experience with call center and customer service technology and software. Additionally, I possess strong analytical and problem-solving skills, the ability to manage multiple priorities and deadlines, and an understanding of performance metrics and the ability to track and report on them. I have experience with training and development of customer service staff, and I am flexible and adaptable to changing business needs and customer demands. I also possess conflict resolution and negotiation skills, as well as attention to detail and strong organizational skills.

In terms of my work history, I have been a Call Center/Customer Service Manager at OYA MICRO CREDIT KENYA since September 2021. In this role, I process financial transactions like deposits, withdrawals, and bill payments as per standardized operating procedures and industry regulations. I also manage the call center's operations to ensure efficient and effective use of resources, including managing budgets, tracking KPIs, and identifying and addressing issues or inefficiencies. Furthermore, I analyze call center performance data to identify trends, track progress toward goals, and make informed decisions about operations and staffing.

Prior to this role, I was a Call Center/Customer Service Supervisor at Afrika Loan Kenya from September 2017 to January 2021. In this role, I directed a team of 20 to achieve service initiative objectives and maximize customer satisfaction, successfully processing 1,000+ loans monthly. I also supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity. Additionally, I handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.

From June 2016 to April 2017, I was a Senior Customer Service Officer at ABC Bank Kenya. In this role, I processed financial transactions like deposits, withdrawals, and bill payments as per standardized operating procedures and industry regulations. I also collected customer feedback and made process changes to exceed customer satisfaction goals. Furthermore, I provided primary customer support to internal and external customers, maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns, and assisted call-in customers with questions and orders.

My career began with an internship at NIC Bank Kenya, where I worked as a Customer Service representative from February 2013 to February 2016. In this role, I promoted the company brand and unique offerings through personalized customer service, resolved concerns with products or services to help with retention and drive sales, processed customer adjustments to maintain financial accounts, clarified customer issues and determined the root cause of problems to resolve, updated account information to maintain customer records, answered customer telephone calls promptly to avoid on-hold wait times, recommended products to customers, thoroughly explained details, answered product and service questions, suggesting other offerings to attract potential customers, and collected and analyzed customer information to prepare product or service reports.

In terms of education, I hold a Bachelor of Commerce in Marketing from the University of Nairobi, which I completed from 2009 to 2012. I also hold a Certificate in Counseling from the Kenya Association of Professional Counseling (KAPC) and a Kenya Certificate of Secondary Education from Kameji Secondary School, which I completed from 2004 to 2008