Catherine Mbithe Email & Phone Number

Nairobi County, Kenya

Driving the implementation of Agile methodologies and driving significant improvements in team velocity, project delivery time, and customer satisfaction. Coaching Digital Channels Squads on Agile principles and best practices to enhance collaboration and increase customer satisfaction scores. Developing and executing effective user stories, leading to reduced defects and improved product quality.

Nairobi, Kenya

Coaching and seeing growth in chapter members; Worked with McKinsey & Company to formulate the current Customer Journey Expert chapter craft dimensions and attributes. Implemented the adoption of these chapter dimensions and attributes (customer journey mapping, user experience design and user research) within digital channels. Developed 5-chapter members from novice level to professional level (2) and practitioner level (3), and one of the chapter members to a chapter lead.… Show more Coaching and seeing growth in chapter members; Worked with McKinsey & Company to formulate the current Customer Journey Expert chapter craft dimensions and attributes. Implemented the adoption of these chapter dimensions and attributes (customer journey mapping, user experience design and user research) within digital channels. Developed 5-chapter members from novice level to professional level (2) and practitioner level (3), and one of the chapter members to a chapter lead. Designing a value driven standard and aligning it within the RtC squad and dissemination to Digital Channels Tribe; SIM Swap success rates without pin up from 19% to 25% and with PIN up from 35% to 37% because of vetting the entire base. Benchmarking with other Telco – Swap and bar M-PESA services. Inclusion of ETU as part of LTU validation shifting the LTU validation change from 45% to 65%. Change in the whitelist rules that increased the Agents on Swap without PIN from 10k in Sep to 65K. Agents' capability to check their SIM Swap status. Growth of FCR 75.3% April to 76.6% in September and saving 6 hours in Q2 in process simplification without technical capabilities. Implementation of *100*100# to deflect SIM Swap fraud. Show less

Nairobi County, Kenya

Documented of all reviews made on prepaid, postpaid and enterprise business skill sets and call center call guidelines on the intranet after consultation with the process manager. Performed new product/service reviews to determine whether the internal staff are well informed on products and services as per defined procedures and provide documented recommendations. Escalated to the Process Manager recommendations on identified gaps in the processes and procedures and on the procedures… Show more Documented of all reviews made on prepaid, postpaid and enterprise business skill sets and call center call guidelines on the intranet after consultation with the process manager. Performed new product/service reviews to determine whether the internal staff are well informed on products and services as per defined procedures and provide documented recommendations. Escalated to the Process Manager recommendations on identified gaps in the processes and procedures and on the procedures audit link. Timely submission of comprehensive reports to the Process Manager as defined from time to time within agreed timelines. In liaison with CC workforce management team, provide weekly reports on staff training schedules on new/modified products and services prior to product/service launch Submission to the Process Manager the comprehensive reports as per the agreed timeframes. Carrying out comprehensive tests as per agreed timeframes. Ensured test results are communicated to the Process Manager within 24 hours of successful test completion. Provided documented recommendations based on test results, within 24 hours of successful test completion. Show less

Nairobi County, Kenya

Ensured that call center employees provided excellent customer service when they are responding to customers by assessing and scoring the responses against Call guidelines and procedures. Completing daily, weekly and monthly overall assessments as per allocated evaluations. Provision of quality reports indicating observations and recommendations for individual and team improvement. Giving prompt feedback to users on queries relating to assessment reports. Ensuring conformity to the… Show more Ensured that call center employees provided excellent customer service when they are responding to customers by assessing and scoring the responses against Call guidelines and procedures. Completing daily, weekly and monthly overall assessments as per allocated evaluations. Provision of quality reports indicating observations and recommendations for individual and team improvement. Giving prompt feedback to users on queries relating to assessment reports. Ensuring conformity to the assessment process leading to acceptability from users. Creation and improvement of Call Centre Processes, Guidelines and Procedures. Improvement of social media monitoring in the call center ie. Participated in the Social Media IWS routing project. This enabled SLA and agent monitoring within Social Media in the call center. Show less

Nairobi County, Kenya

Performed a wide range of customer service services for the leading telco in East and Central Africa. In-depth knowledge of handset products and services for dissemination to subscribers. Assisted in designing procedures for automation of processes and procedures for databases enabling easier workflow and service interaction between systems. Educated Post-Pay customers on Post-Pay products and services while delivering high quality services to customers. Initiate investigation through… Show more Performed a wide range of customer service services for the leading telco in East and Central Africa. In-depth knowledge of handset products and services for dissemination to subscribers. Assisted in designing procedures for automation of processes and procedures for databases enabling easier workflow and service interaction between systems. Educated Post-Pay customers on Post-Pay products and services while delivering high quality services to customers. Initiate investigation through escalation of complaints not solved on-line to the Team Managers, Network Management Centre & Credit control. Design, pre-sales and development of Call Center and other Value-Added Solutions for all categories of customers. Created and managed relationships and expectations within the team, and with various stakeholder Departments within the organization. Show less

Master Of Science - Ms, Geographical Information Systems

Higher National Diploma, Conflict Management, Resolution And Transformation

Higher National Diploma, Public Relations

Bachelor Of Arts - Ba, Geography And Sociology