BRENDA OOGA
Nairobi -- LinkedIn Profile
CUSTOMER EXPERIENCE SPECIALIST
6+ years’ success leading customer delivery and team training activities for high-growth organizations
Multi-faceted leader offering expertise in the design and delivery of learning and development initiatives for leading organizations. Highly skilled in customer service, curriculum design, quality assurance, adult learning theories, training technologies, and content development. Expert ability to lead project teams and translate employee development behaviors into high-impact learning designs, curriculum, tools, and workshops to create an internal knowledge transfer. My pillar and measure, as a coach, is to guide others into their success; by individuals succeeding, not just in their work, but also in their daily lives, we succeed as leaders.
HIGHLIGHTS OF EXPERTISE
Call Center Operations
Client Retention / Relationship Building
Quality Assurance and management
Customer Strategy and Success
Data-Driven Analysis and reporting
Staff Training and Development
Organizational Leadership
Process Redesign / Change Management
Client Service and Delivery
Cross-Functional Team Leader
CAREER EXPERIENCE
Telkom Kenya
Partnered with call center leadership and business development teams to launch a leading leadership and talent development strategy for a workforce of 80 call center team members across in house and remote based facilities.
CUSTOMER SERVICE SUPERVISOR – FRONT OFFICE / OUTSOURCED (2017 to 2018)
Led customer service teams with an in-depth understanding of the reservations cycle process and remain focused on customer satisfaction throughout all stages. Identified, researched, and engaged with prospective clients to secure recurring business. Oversaw the activities and performance of a team of 60 employees, responsible for retaining client satisfaction and service levels using quality assurance measures. Established key metrics and objectives for call center representatives to clearly define measurements of success. Engaged with company stakeholders to drive an integrated strategy for building leadership and management capabilities at all levels for the Call Center Representatives, Customer Care Team, and Business Development Managers. Designed and delivered highly effective on- and off-site strategic planning sessions to enable business effectiveness. Partnered with team leads to continuously improve leadership, management, and organizational capabilities to accelerate execution.
Planned, designed, and implemented leadership development programs that are in alignment with business objectives and global learning and development standards.
Conducted training needs analysis to ensure proper stakeholder engagement in identifying program objectives and assessments.
Established and maintained a learning/training assessment system to evaluate the effectiveness of learning outcomes and implement enhancements as needed.
Developed formal and informal key performance indicators to track effectiveness of training programs and initiatives.
Performed regular needs analysis to ensure content stay up to date with the changing needs of the business and emerging learning and development initiatives.
UAP Old Mutual Group
Demonstrated an in-depth understanding of the customer service cycle and remained focused on customer satisfaction throughout all stages.
CALL ADMINISTRATOR (2012 to 2017)
Identified, researched, and engaged with customers to secure recurring business. Achieved established QA, customer service, and margin goals. Met key metrics and objectives for customer service representatives to clearly define measurements of success. Anticipated and researched potential customer requirements and served as a liaison between customers and the company. Provided strategic customer relationship management, managed expectations and developed customer solutions. Ensured that all complaints were entertained in a positive manner with a view to keep the customer happy to ensure recurring business.
Cultivated customer requirements by assessing needs, identifying pain points, and ensuring satisfaction to secure recurring business for the company.
Saved the organization time and money through the implementation of manageable project schedules and deliverables, completing large volumes of work error-free.
Horizon Contact Center
Envisioned and implemented strategic business operations, quality assurance, and customer success campaigns.
CUSTOMER SERVICE EXECUTIVE (2010 to 2012)
Managed high volume of inbound calls while following communication scripts when handling different topics. Identified customers’ needs, clarified information, researched issues, and provided solutions. Built sustainable relationships and engaged customers by going the extra mile. Kept records and notes of all conversations in the call center database in a comprehensive way.
Met or exceeded call center quality assurance metrics while providing consistent excellent customer service.
Engaged in active listening with callers, confirming or clarifying information and diffusing upset clients.
EDUCATION & CREDENTIALS
Bachelor of Arts in Communication and Media (2008)
Egerton University- Second Class Upper
Ngara Girls High School
KCSE Grade - B Minus
Reference
Madlyne Njoroge
Head of Operation --
Brian Kae
Former Colleague and Supervisor
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Kenneth Mwirigi
Former Colleague and Supervisor
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