About Me
Results‑driven customer service & team leader with 3+ years of proven success in contact center operations, executive support, and client engagement. Skilled at delivering first contact resolution (92%+), maintaining 95%+ customer satisfaction scores, and leading teams to exceed KPIs in high‑pressure environments.
I bring a unique blend of customer support expertise, administrative precision, and leadership capability. At CCI Kenya, I supervised 10–15 agents on the Spirit Airlines campaign, reducing attrition to under 5%, improving AHT by 15%, and earning recognition as Best Team Lead. As a loyalty specialist, I handled complex technical issues—from account login errors to loyalty point discrepancies—guiding guests step-by-step while working backend solutions to achieve seamless resolution.
Beyond customer service, I excel in executive/virtual assistant functions: preparing operational reports, managing executive communications, scheduling, and coordinating across departments. My proficiency in CRM tools (Zendesk, Salesforce, Cisco, and SkySpeed) and MS Office ensures accuracy in documentation, appointment setting, and workflow management.
Recently certified in Generative AI Applications, I leverage modern AI tools to enhance productivity, streamline communication, and deliver smarter client solutions—a skill set that complements roles in dispatching, appointment setting, and booking coordination.
I am passionate about creating premium client experiences, motivating teams, and driving operational excellence. Whether supporting customers directly, assisting executives, or coordinating schedules, I thrive on combining empathy, efficiency, and innovation to deliver measurable results.
