Am a experience call Centre associate
About Kiplagat Erickson:
Currently working as a call Center analyst and before that, I was a call center agent for 2 years.
Quality Assurance and Training Supervisor - 08/2021 to Date One Acre Fund, Kenya
- Maximized customer engagement and satisfaction by delivering excellent training to agents on new products and services offered to clients.
- Conduct evaluations of agents on a weekly basis to ascertain clients are receiving a world-class custom
- Work with the support team to deliver talking points to contact center agents on a daily basis.
- Prepared a range of written communications, documents, and reports to the senior management.
- Conduct coaching to the struggling agents
- Deliver evaluation feedback on a frequent, consistent, and timely basis to agents
- Continuously up train agents on call handling skills and phone etiquette
- Listen/monitor recorded transaction
Customer Engagement Officer - 06/2019 to 08/2021 One Acre Fund, Kenya
- Professionally receive phone calls or emails from both prospective and current clients as well as One Acre Fund field staff
- Record case details and any actions taken to resolve the case accurately in Customer Engagement’s ticketing system
- Provide clients with information relating to their loan package with One Acre Fund
- Resolve other cases such as phone number changes
- Check to see if the caller or email requester has previously recorded cases
- Handled and quickly resolved customer issues regarding matters such as product sales and customer service problems.
09/2014- 4/2019: Moi University pursued a degree in Bachelor of commerce and business management. (Accounting
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