About 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
Experience
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
Education
2010 – 2015: KENYA METHODIST UNIVERSITY
Bachelor of Science in Microfinance
Professionals from different sectors near Nairobi, Nairobi Area
Other users who are called victor
Jobs near Nairobi, Nairobi Area
-
Customer Experience Quality Assurance Officer
2 weeks ago
BURN Ruiru+The employee will ensure delivery of high-quality customer service within Customer Experience. This position is responsible for designing, implementing, and overseeing quality assurance programs to enhance the skills and performance of all call center agents.+ · +Call Evaluation ...
-
Head of Commercial Operations
5 days ago
Turaco Nairobi, KEThe Head of Commercial Operations is a senior role responsible for overseeing and optimizing the core operational pillars that define the customer journey and operational efficiency across the insurance value chain — including Customer Operations (Call Center & Claims), Customer ...
-
Head of Commercial Operations
5 days ago
Turaco NairobiThe Head of Commercial Operations is a senior role responsible for overseeing and optimizing the core operational pillars that define the customer journey and operational efficiency across the insurance value chain — including Customer Operations (Call Center & Claims), Customer ...