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Kiplagat Erickson

Kiplagat Erickson

Am a experience call Centre associate
Kakamega

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About Kiplagat Erickson:

Currently working as a call Center analyst and before that, I was a call center agent for 2 years.

Experience

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.

Education

09/2014- 4/2019: Moi University pursued a degree in Bachelor of commerce and business management. (Accounting

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