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Faith M
@kaswii_mutunga
Head of Customer Service
Kenia
Inglés, Suajili
Sobre mí
I am a friendly and reliable professional with a degree in English Literature and experience in customer service, teaching, and administrative work. I am a fast learner who excels at handling online tasks, customer support, and freelance projects with careful attention to detail and efficiency.
Habilidades
Faith M
desconectado •
Revisa mis servicios
Corrección de textos
I will professionally and edit your articles and blog posts
Experiencia laboral
Head of Customer Service Experience - Le'risque Africa
Insurance • Tiempo completo
Dec 2020 - Dec 2023 • 3 yrs
Job History: Led the customer service experience function and managed service delivery across customer touchpoints. Managed, coached, and developed customer service teams to achieve performance and service standards. Oversaw customer feedback, complaints, escalations and service quality. Collaborated with internal teams to improve customer journeys, processes, and service delivery. Reported customer experience performance and insights to senior management. Key Achievements: Improved customer experience through targeted process and service improvements. Strengthened complaint resolution and escalation management. Introduced customer feedback insights into service improvement initiatives. Improved team performance through coaching, performance monitoring, and staff development. Promoted a stronger customer-focused culture across the organisation.
