Edwin Ireri Email & Phone Number

Nairobi, Ke

Kenya

•Providing a comprehensive view of Contact Center Performance through data integration and management from various sources _Ameyo ,CRM ,BI and Freshworks. •Contact Centre Performance tracking by monitoring key performance indicators (KPIs) to measure the effectiveness of outbound campaigns and strategies.•Productivity reporting on the CC executives based on the set KPIs on a daily ,weekly and monthly basis.•Daily, weekly and monthly tracking of Service Level Agreement, Abandon Rate and FCR to ensure the targets are met. • Identifying Customer Paint Points and providing recommendations to improve the customer overall experience..•Developing and maintaining dashboards and reports to visualize data effectively.•Collaborating with cross-functional teams to support data-driven decision-making.•Presenting findings and recommendations to stakeholders in a clear and concise manner.• Identifying customer churn reduction and customer loyalty •Designing CSAT and NPS surveys to identify the CPP and provide optimum solutions.•Weekly and monthly tracking of the bank's CES , NPS and VOC.

Kenya

• Collecting data by use data collection tools; Survey to Go, ODK and KOBO Tool box.• Monitoring and evaluation.• Conducting telephonic data collection and group discussions. • Analyzing the data and making reports.• Developing new methodologies, techniques and ideas. • Presenting clears research reports and recommendations.

Nairobi, Kenya

• I.T Services –Website Designing - creating and updating websites for clients. • Online Services – Processing of KRA Pin, Land Search, NTSA Services- Vehicle Transfer, DL Renewal and others.• Printing Services- Documents printing, photos, posters (all printing works) photocopying, lamination and binding. • Graphics and Design Services- Designing vector logos by use Illustrator, photo editing -background and setting of specific size photos (canvas) by use of Adobe Photoshop and In Design for publications. • Photography Services - Taking photos all sizes and editing. Professional photo shoots and video coverage (4K and Full HD)

Bachelor'S Degree, Economics

Certificate In Python Programming