Wilson Mukunya

I trained and worked as a Customer representative agent at Techno Brain Ltd back in August/September 2020.

On January 2021, I was selected to train and work as a Customer Experience agent for managing customers experience till 31/3/2021. I shifted to Calltronix Kenya Ltd for the same CX department as a CATI agent after the clients contract ended with Techno Brain Ltd and began working on 1st April 2021.

I was again selected to train and work as a Resolver in the CX department where I was in charge of identifying the customers queries and doing thorough troubleshooting for resolving them through various channels as provided by the client, managing the customers experience & winning churned customers back to the business and advising the company on areas to improve on so as not to lose more customers.

Later on August 2022, I volunteered to train as a Quality Analyst in the same company and began working to ensure that the agents both Inbound and outbound adhere to the set rules and regulations, achieve the QA performance, attendance be on point, work towards promoting a good CSAT score, AHT etc. Also I do daily, weekly and monthly audits for the agents, point out opportunity areas and do coaching on the failed QA parameters.

CUSTOMER SERVICE REPRESENTATIVE:

I have experience with inbound work since I worked as an inbound agent where I familiarized myself with the customer care representative work at Techno Brain Ltd.

CUSTOMER EXPERIENCE (CX Department):

QUALITY ANALYST:

I have also familiarized myself with the outbound department work having worked as a customer experience for 2 year in one of the fast-paced call center in Kenya, Calltronix Kenya Ltd.

I have experience as a Quality Analyst too for the call center work and food production companies.

Computer Application

Familiarized myself with computer packages.