Alvine Ndaregwa

Alvine Ndaregwa-/ - / Nairobi Summary Highly motivated Customer Service Specialist with three years of experience delivering superior product quality through careful testing, problem identification, and resolution. Proven experience in building and implementing thorough test plans using a variety of approaches, including manual, automation, and performance testing. Skilled in working efficiently with cross-functional teams to ensure faultless product delivery, optimize procedures, and drive continuous improvement. Have a sharp eye for detail, strong analytical and problem-solving abilities, and a desire to exceed quality standards. Eager to use considerable expertise and a proven track record to make major contributions to a high-performing customer service and operations team. I am adherent and flexible to internal processes and procedures to make sure the mission and vision are also met. Competencies/Skills Quality Assurance Management Data Analysis Effective Communication Skills Customer Relationship Management Microsoft Office Strategic Management Problem-solving Skills Operations Management Team Leadership Training and Development Time Management Calibration Sessions E-commerce Implementation Professionalism Professional Development and Continuous Learning Experience Interim Operations Manager Majorel Kenya Ltd • Nairobi, Kenya 01/2024 - Present Key Responsibilities: Utilize advanced data visualization and reporting tools (such as Excel) to produce detailed and regular reports that provide a clear overview of performance metrics. Conduct comparative analysis, benchmarking current results against historical data to identify trends. Leverage data-driven insights to guide strategic decisions such as optimizing processes, refining training programs, or investing in new technologies. Implement root cause analysis techniques (such as fishbone diagrams and the 5 Whys method) to thoroughly investigate and identify underlying operational issues. Create well-structured communication strategies that clearly define key messages, target audiences, delivery channels, and timing to ensure effective information dissemination. Employ a combination of written, verbal, and digital communication methods to maintain clarity and consistency across all levels of the organization. Develop and distribute launch materials, such as emails, presentations, and training documents, to ensure all stakeholders are fully informed and prepared. Customer Service Team Lead Majorel Kenya Ltd • Nairobi, Kenya 03/2022 - 12/2024 Key Responsibilities: Quality Policy & Procedures: Lead development and maintenance of policies, processes, and documents. Performance Audits & Reports: Conduct audits, submit reports, and brief management on campaign performance against criteria. Root Cause Analysis: Identify problem sources and implement solutions to fix defects. Quality Reporting & Analysis: Prepare, analyze, and present internal/external quality reports for WBRs and MBRs. Performance Reviews: Lead quality analyst reviews, assess progress, identify gaps, and create action plans. Client Reporting & Projections: Conduct weekly performance reviews with clients, presenting trends, projections, and improvement plans. Team Leadership & Development: Supervise both operations and quality analysts, foster a conducive work environment, and implement development initiatives. SOP Development & Quality Maintenance: Develop and implement SOPs and checklists for high-quality data output. Performance Monitoring & Reporting: Analyze daily, weekly, and monthly Quality trends, identify development opportunities, and provide reports. Training & Coaching: Identify skill gaps, recommend training needs, and coach analysis for successful role assimilation. Talent Acquisition: Having managed 36 agents under my wing, I have been involved in the screening and hiring process of new talents being guided by the culture and organizational strategy of the company. Operations and Organization Link: Help in refining and standardizing processes across the organization to craft the strategy and playbooks to improve customer outcomes, as well as the operational efficiency of the team. Key Achievements: Increased customer satisfaction by 20% through the preparation and analysis of internal and external Quality reports. Achieved a 15% improvement in team performance by identifying knowledge and skills gaps and recommending and coordinating training initiatives. Reduced non-compliance issues by 10% by conducting and tracking coaching sessions with team leaders and agents. Improved workflow efficiency by 5% through effective schedule management resulting in 100% feedback completion. Reduced call center agent turnover by 5% through effective coaching and mentoring programs. Customer Service Real Time Analyst Majorel Kenya Ltd • Nairobi, Kenya 09/2023 - 09/2024 Key Responsibilities: Availability: This was mainly through updating working/productive/ coaching hours for the agents. Data Reporting: Compiling daily agents’ performance reports. Queue Management: Manage the call volume, daily attendance, and program break schedules. Data Analysis: Use trends and reports to forecast requirements. Performance Reviews and Creativity: Generate ideas for process and service improvement planning. Resource Allocation: Allocate resources such as agents and queues dynamically to ensure optimal coverage during peak and off-peak hours while minimizing overstaffing during slower times. Participate in ongoing process improvement initiatives to enhance real-time monitoring and response strategies, including the development of new tools and dashboards. Analyze real-time and historical data to identify trends, anomalies, and areas for improvement, and provide recommendations to enhance operational efficiency. Created reporting on absenteeism and shrinkage for operations leaders and workforce personnel. Review the prior day's performance against forecast analyzing the issues and impact on Service Level and Abandon Rates. Key Achievements: 80% of the agents achieved Average Handling times (AHT) for both Emails and Chats. Improved workflow efficiency by 5% through effective schedule management resulting in 100% feedback completion. With the Sick leave tracker in place, we reduced the high absenteeism rate and created a 95% availability rate. We have been able to maintain FCC against the FCA in almost 80% contacts within the year. Customer Service Representative Majorel Kenya Ltd • Nairobi, Kenya 05/2021 - 03/2023 Key Highlights: Holding high levels of professionalism that is through handling voice calls, addressing online inquiries, Live chats, Emails, and complaints, and ensuring their concerns were heard and resolved. Championed effective communication: Maintained clear and professional communication with clients, both verbally and through online platforms. Promoted seamless problem resolution: Escalated complex or unresolved issues to the appropriate departments for further assistance, ensuring timely and efficient solutions. Contributed to sales growth: Made outbound calls and engaged in telemarketing efforts to expand the customer base and drive revenue generation. Demonstrated adaptability and initiative: Thrived in a fast-paced customer care environment, readily taking on new challenges and responsibilities. I managed and exceed multiple performance related targets through meeting deadlines in a fast paced environment. Performance maintenance: this was achieved by keeping records of customer interactions, transactions, comments, and complaints to better my skill and that is by participating in on-going product training and process upskilling. Championed performance excellence: Having worked with a Global SaaS company, I had to make sure every KPI was met from CSAT to AHT and a better-quality score. Continuous Learning: Being open-minded, I am willing to accept feedback, whether positive or constructive for better performance Keeping records of customer interactions, comments, and complaints to make sure I learn and re-learn every instance. I delivered efficient troubleshooting and query resolution that is through processing orders, forms, applications, and requests. I provided feedback on the efficiency of the customer service process and with my open communication with internal team members and other departments, helped in identifying and overcoming customer objections and providing feedback on the efficiency of the customer service process. I took ownership of concerns and find resolution, and this is by providing my best efforts to investigate, share knowledge, and communicate clearly with all customers. I used a consultative and empathetic approach in delivering customer support and this resulted in better customer satisfaction ratings and levels. I continued to learn the products through the Knowledge Base, and this helped in keep up to date with product features and updates. Key Achievements: Achieved a 15% increase in customer satisfaction scores through targeted quality improvement initiatives. Improved individual agent performance metrics, leading to a 20% increase in overall team productivity. Implemented process enhancements resulting in a 30% reduction in average call handling time and Chat work time. IT Consultant & Transport Manager Waridi School (Edelvale Trust) • Nairobi, Kenya 01/2019 - 05/2021 Key Highlights: Plan Lessons According to Curriculum Standards: I Was required to plan lessons according to both state and national curriculum, incorporating technological elements into each lesson. Device maintenance: Perform Regular Hardware and Software Updates on Classroom IT Devices. Gradebook maintenance: Keeping Track of Student Grades this is through keeping up with the Gradebook software which makes analyzing student performance much easier. Demonstrated adaptability and initiative: As a transport Manager I was required to make sure my team had the best working environment and also they were required to do daily reviews. Conduct regular safety audits on equipment; Organize training sessions for employees (e.g. proper use of machines and handling of hazardous material in buses. Routes and Schedules: I oversaw setting the routes for the buses, dispatch of the buses, working out their schedule, and managing the drivers. Education Mathematics and Computer science Maseno University 09/2014 Kenya Certificate of Secondary Education (K.C.S.E.) Vihiga Friends High School • Nairobi, Kenya 12/2013 Notable Accomplishments Majorel Kenya (2023): Awarded "Best Team Lead of the Year 2023" in the Operations Department. Majorel Kenya (2021): Awarded "Best Employee of the Month for October, November, and December 2021" in the Operations Department. Successfully transitioned to the role of Call Centre Team lead within the first year. Referees Available upon request.