As a Customer Service Manager at Phoneart Solutions, I lead a team of 10 customer service representatives who provide excellent support and solutions to our clients across various channels. I have a B.A in Counseling Psychology from Kenyatta University, which helps me to understand the needs and emotions of our customers and to train and coach my team effectively. I also hold three certifications in customer experience, customer decision journey, and customer loyalty, which enable me to design and implement strategies to improve customer satisfaction and retention. With over 5 years of experience in the customer service field, I have successfully handled complex and escalated cases, resolved customer complaints, and increased customer feedback ratings. I am passionate about creating a positive and engaging customer service culture that aligns with the company's mission and values.