Brian Mwangi

CURRICULUM VITAE BRIAN MWANGI IRUNGU --Nairobi, Kenya. Summary: Highly motivated and results-driven call centre supervisor with over 4 years of experience in delivering exceptional service and support to clients. Skilled in building strong relationships, resolving complex issues. Proven track record of exceeding performance targets and consistently achieving high levels of customer satisfaction. Professional Experience: Supervisor, (Customer support) WATU AFRICA Effective date (February 2022)     Manage a team of 7 to ensuring high levels of customer satisfaction and retention for our products. Developed and executed strategic plan to make sure client tickets are timely closed. Work closely with National Transport and safety Authority to ensure clients Logbooks are timely issued as per company standards and national regulations. Resolving complex customer issues. Senior collections officer, WATU AFRICA Effective date (February 2020)   Provided exceptional service and support to a portfolio of 600+ clients, managing all aspects of the extensive cold calling for reminders on overdue clients for our products. Developed deep relationships with clients, serving as their primary point of contact and building trust through proactive communication and follow-up.     Resolved customer issues and concerns in a timely and effective manner, working closely with cross-functional teams (recovery teams and Emergency department) to ensure prompt resolutions. Assisted with product development and testing of new introduced module. Achieved most of my KPI’s through customer retention rates and effectively attaining collection targets. Train and mentor new employees on practices. Collections officer, WATU AFRICA Effective date (January 2019)  Cold calling of clients in a portfolio of 300+ clients for collection of delinquent loans.  Providing customer support for incoming calls from client queries. IT support Officer, KENYA PORTS AUTHORITY. Effective date May-Aug (2018)  IT support Education: Higher Diploma, Business IT. MOUNT KENYA UNIVERSITY- Skills:  Leadership       Operations Communications Customer Satisfaction Accounts management Business management IT technical support Employee wellbeing and stress management Metropolitan school of business and management (UK) Virtual certificate. 2021 Languages. Swahili - Native English - Professional proficiency References: Cyrus Mwangi Kenya ports Authority - Stevenford Nyaoke Watu Africa -