Grace Ogamba

Grace Ogamba Email and Phone Number

Experienced Customer Service Team Manager | Quality Analyst | 7+ Years in International Campaigns (T-Mobile, Multichoice) @ CCI Kenya
johannesburg, gauteng, south africa
Grace Ogamba's Location
Kasarani, Nairobi County, Kenya, Kenya
About Grace Ogamba

Are you: passionate about finding creative solutions for a Customer Service Team? Leading people within a growing project and company? Excited to provide exceptional customer service by coaching your team? If your answer is yes, then look no further, am the right individual to approach 🤗...I have been able to work in the customer service sector on a BPO, Hospitality,Sales for the past 8 years.with all this I have the ability to book ticket ,solve customer issues, management skill,excel ,outlook,word, been able to meet target for clients and customer experience has been my top goal which has made me grow from one position to another in one company for a period of 7yrs now Quality analyst position has equipped me with skills like; listen into detail, criticize positively and offer clear feedback to the business to ensure that's clients, customer as well as the company is giving the best out of the team that we have.

Grace Ogamba's Current Company Details
CCI Kenya

Cci Kenya

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Experienced Customer Service Team Manager | Quality Analyst | 7+ Years in International Campaigns (T-Mobile, Multichoice)
johannesburg, gauteng, south africa
Website:
cci-sa.co.za
Employees:
905
Grace Ogamba Work Experience Details
  • Cci Kenya
    Team Manager | Cci Kenya - T-Mobile Campaign
    Cci Kenya Feb 2024 - Present
    Kenya
    -Developed team goals and provided continuous training, enabling agents to meet and exceed service expectations.-Enhanced operational efficiency by overseeing day-to-day tasks, managing metrics, and ensuring routine adherence.-Achieved a 20% improvement in KPIs through regular coaching and feedback, improving team morale and productivity.
    View
  • Cci Kenya
    Team Manager | Cci Kenya - Metro By T-Mobile & Multichoice Campaigns
    Cci Kenya Feb 2022 - Present
    Kenya
    -Led a team of 20+ agents to consistently achieve a 95% attendance rate and exceed KPI targets.-Improved customer satisfaction scores by 15% through strategic team development and targeted coaching.-Implemented performance tracking and daily feedback sessions, creating a 20% increase in first-call resolution rates.-Fostered an open and inclusive team culture, promoting engagement and collaboration to boost overall performance.
    View
  • Cci Kenya
    Quality Analyst Cci Multichoice Kenya
    Cci Kenya Apr 2021 - Present
    Nairobi, Kenya
    Analyzed customer calls to ensure quality standards and compliance with service protocols.Conducted calibration sessions with team leads, aligning on best practices and key performance metrics.Provided actionable feedback and insights to improve customer experience, resulting in a 25% increase in satisfaction scores.
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  • Cci Kenya
    Customer Service Representative | Cci Kenya - Shabiki.Com And Modern Coast Campaigns
    Cci Kenya Feb 2018 - Present
    Nairobi, Kenya
    -Offered high-quality customer support by addressing inquiries-Handling bookings, and managing customer data securely.-Achieved timely ticket bookings-Parcel tracking-Resolution of client issues-Enhancing overall customer satisfaction.-Conducted data protection tasks--Ensuring client information was handled with the highest confidentiality standards.Customer support for betting inquiries-Educating customers on betting rules and processes-Conflict resolution for disputes and complaints-Monitoring transactions for compliance and fraud detection-Gathering customer feedback for service improvement-Promoting responsible gambling initiatives-Maintaining customer engagement with promotions and updates
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  • Shabiki.Com
    Inbound Customer Service Representative
    Shabiki.Com Feb 2018 - Present
    Nairobi, Kenya
  • Atua Enkop Africa Luxury Camps
    Customer Service Representative
    Atua Enkop Africa Luxury Camps Mar 2015 - Present
    Narok, Kenya
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  • Metro By T-Mobile
    Team Lead Manager
    Metro By T-Mobile Feb 2023 - Feb 2024
    View
  • Tipilikwani Camp
    Customer Service & Cashier | Fish Chick Café| Waitress | Tipilikwani Camp
    Tipilikwani Camp Nov 2015 - Dec 2016
    Kenya
    -Managed customer orders and payments, providing a seamless and engaging dining experience.-Maintained a high standard of food presentation and customer service, contributing to positive customer feedback.-Supported customer service operations by preparing tables, serving patrons, and assisting with dining arrangements.

Grace Ogamba Education Details

  • Nyakach Girls High School
    Nyakach Girls High School
    Not Applicable
  • Kewan Collage
    Kewan Collage
    It

Frequently Asked Questions about Grace Ogamba

What company does Grace Ogamba work for?

Grace Ogamba works for Cci Kenya

What is Grace Ogamba's role at the current company?

Grace Ogamba's current role is Experienced Customer Service Team Manager | Quality Analyst | 7+ Years in International Campaigns (T-Mobile, Multichoice).

What schools did Grace Ogamba attend?

Grace Ogamba attended Nyakach Girls High School, Kewan Collage.

Who are Grace Ogamba's colleagues?

Grace Ogamba's colleagues are Marvin Sultani, Jeff Chomba, Terri Sellan, Trishen Rajkumar, Wendy Mtolo, Shirelle Devaraj, Marie Williams.

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