Hezborn Ochola Email & Phone Number

Nairobi County, Kenya

Nairobi County, Kenya

Managing Know your Customer (Customer Onboarding) Process and Quality Assurance management across d.Light Africa.

Nairobi, Kenya

I have in-depth experience in call center operations Ranging From1. Operations Management2. KPI Tracking3. Customer experience management.4. Team Management and KPI Tracking5.Team motivation through rewards and recognition.6. Call center cost analysis and management.7. Attrition Management.8. Outsourced relationship management.I have been able to drive d.light call center to an international standard meeting customers expectations in record time.

Nairobi County, Kenya

As the account manager managing Silver-Dean staff seconded to d.light, I am in-charge of the followingduties.DUTIESa. Call center attrition managementb. Driving collections through availing qualified staff and supervisors.c. Drive call center inbound efficiency through supervisors.d. Drive Regional Compliance efficiency.e. Human resource planning, placement, Management and development.f. In-charge of rewards and recognitions.g. Administrative management of Supervisors, Real time analysts, Quality team and all staff secondedto d.light.h. In-Charge of work tool planning and work from home efficiency planning and execution.6i. In collaboration with d.light team we are In- Charge of Service Level management and planning.j. Liase with work force department to plan leaves.k. In-Charge of all disciplinary issues at the call center.l. In-Charge of Invoice Validations and follow up.m. Attendance Management and adherence managementn. Quality experience management.o. Link between Silver-Dean Management and D.light Management

Nairobi County, Kenya

During mytenure as senior supervisor and assistant account manager at dlight solar, I was able toperform the following duties efficiently that led to my promotion as the account manager.a. Attendance Managementb. Inbound Operations Managementc. Call center efficiency planningd. Team Managemente. Disciplinary management.f. Call Center KPI monitoring and management. g. Agent Performance improving plans and managements.h. Link between operations and the account manager.

Nairobi, Kenya

As a Team manager I gained immense knowledge and skills in management of operations raging froma. Planning collections dialingb. Collections Forecasting.c. Reportingd. Queue Management and adherence.e. Agent management and performance improvement.7f. Performance appraisals and management

Nairobi County, Kenya

Call CenterAgent• Customer Service-Jumia Kenya Campaign• Tala Kenya- Debt Collection• Customerservice- D-Light inbound• Delinquency-Collection D.light Kenya.• D.light Kenya-Customer Registration and onboarding.➢ As an agent, I gained wide training and experience in soft skills and knowledge in customermanagement and driving customer satisfaction within the set Key performance Indicators.➢ My customer experience and knowledge has helped contribute immensely towards achievingcompany’s set goals as well as individual set goals.➢ I have great analytical abilityin decision making and problem solving.

Bungoma, Bungoma County, Kenya

Front office management• Record management and timely submission of reports• Data entry• Office administrationpeople management.