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SATO, part of LIXIL is as an award-winning social business, SATO has positively impacted the lives of more than 35 million people across 44 countries. The SATO Africa Customer Experience department provides support to; Kenya, Uganda, Tanzania, Ethiopia, Rwanda and Nigeria. As the Customer Experience Leader, I am tasked with the responsibility of running the Customer Experience department. I head a capable team of agents who's core role is to act as a link to SATO and the customers from all the SATO Africa countries. I report to the Africa Leader, Marketing and together we work on streamlining the customer experience as well as increasing the conversions reported by the customer experience department.Key Achievements1. Transitioned the call center from outsourced BPO to an in-house model:• Managed contract handover and closure, ensuring smooth transitions.• Oversaw meticulous data transfer, toll-free line mapping, and validation of reports and invoices.• Spearheaded the setup and implementation of the in-house call center, including vendor sourcing, negotiation, and onboarding.2. Directed the hiring and training of new agents to ensure competence and alignment with customer service standards.3. Developed comprehensive Customer Experience SOP and collaborated with the Risk and Compliance lead to formulate the Customer Experience policy document, ensuring adherence to regulatory requirements and best practices.4. Implemented initiatives to enhance customer experience:• Optimized call routing and IVR systems for efficient customer support.• Introduced IVR setup in multiple languages (English, Kiswahili, Hausa, and Luganda) and created corresponding templates to cater to diverse customer needs.• Implemented SMS platform as an additional communication channel for enhanced accessibility and convenience.

Dealing with all customer inquiries in relation to the Institute’sservices and resolving the same at first point of contact.Ensuring that all calls to the Institute are dealt with promptly, in linewith the Institute’s standards and targets.Responding to all social media questions; Facebook and LinkedIn. Inaddition to this, handled the company's' Linked in account and usedthe sales navigator section to reach out to clients.Following up with clients by calling them and ensuring that they aresatisfied with the services offered.Providing information to all potential clients and also advising existingclients on any new services that we have.Having full knowledge and ability to access all services to help meetthe individual needs of our customers.Liaising with colleagues in relevant offices so as to resolve inquiriesappropriately.Ensuring that customers are advised of alternative communicationmethods.Advising students on the courses offered by Cambridge InternationalCollege and what best suits their skills and qualifications.Dealing with all calls and enquiries received within the Institute in linewith the policies and procedures.

Assisted the team by organizing the tasks between customer care agentson various platforms.Supervised the shift to ensure all clients were served accordingly andefficiently.Handled complaints and other issues that customer care team comesacross with during the shift.Supervised the team, managed the team productivity.Communicated with other internal department in case of issues andfollowed up on receiving fast resolution of the same.Proactively analysed the performance and clearly communicated issuesand suggested solutions to management.Worked on department KPI’s and daily reports, analysed the reports toevaluate the team performance, department productivity and providedappropriate feedback to management.Maintained leave files and organized the team schedule to accommodatebusiness needsOrganizing frequent trainings and calibrations.