victor karugu

Call Center Manager.

customer service and leadership expertise. 
Customer experience &customer service sales strategy. 
Employee monitoring and training and evaluation. 
Relationship building and interpersonal skills.
Emotional intelligence. 
Effective communication both written and verbal.
Problem solving, analytical thinking and  descion making.
Accessibility and Approachability
Confident with good business sense
Desire to help others work towards targets and develop their skills through motivation. 
Ability to set, meet and exceed targets.
Flexible attitude and ability to manage change.
Maintaining organizational visions and goals.
Providing appropriate tools and resources to produce quality work.
Ability to demonstrate integrity.
Organization and delegation.
Forward planning and strategic thinking
Process improvement and project management strategizing.
Customer relationship with attention to detail.
Data management and analysis 

I am a customer service professional with over 7 years experience in a busy call center environment. I possess a calm disposition and ability to get along with people from all walks of life. My communication skills allow me to explain concepts to employees in a manner that is understandable and to deal with sensitive issues diplomatically. I'm well versed with call center  operations and customer service operations particularly geared towards communication in the call center including inbound and outbound calls, emails ,live chats , and social media pages.
My expertise lies in team management, performance monitoring and evaluation, shaping positive customer outcomes  while implementing processes, collecting and analyzing  data and feedback to create a better customer journey through improved customer experience. End to end customer support guiding and educating customers. Solving complex issues and managing overall customer relationships as well as reviewing key call center operational metrics.
I have developed and led staff training programmes, supervised workforce and performance analysis and directed strategic projects and initiatives  to accelerate revenue costs while slashing costs. Additionally, I succeed in coaching and leading customer centric team positions to make significant impact in the call center while tracking and realizing  budgets

2010 – 2015: KENYA METHODIST UNIVERSITY
                     Bachelor of Science in Microfinance