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Monica Wakahiu

Monica Wakahiu

Business Development || Operations and Logistics

Upper Management / Consulting

Nairobi, Nairobi Area

Social

About Monica Wakahiu:

I am a competent and self-motivated professional with 9+ years of work experience in customer service, business development and team leadership in the Non-Profit sector, FMCG, E-commerce, and Banking industries. With expertise in optimizing KPIs parallel to the required call center metrics, workforce planning and data analytical metrics. I am proficient in using CRM Software, Work Force Management, Quality Assurance and call monitoring tools. 

Experience

I am a competent and self-motivated professional with 9+ years of work experience in customer service, business development and team leadership in the Non-Profit sector, FMCG, E-commerce, and Banking industries. With expertise in optimizing KPIs parallel to the required call center metrics, workforce planning and data analytical metrics. I am proficient in using CRM Software, Work Force Management, Quality Assurance and call monitoring tools. Skilled at handling high call volumes, resolving complex customer inquiries, and ensuring customer satisfaction through effective communication and problem-solving skills. I bring a unique blend of technical expertise, emotional intelligence, attention to detail, a customer first mindset to every interaction while taking into account employee engagement in a fast-paced environment.

Education

Bachelor of Arts (Social Sciences)

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