Jane Mburu Email and Phone Number
A dedicated and experienced professional with a proven track record in Quality Assurance, Team Leadership, and Customer Service roles. Demonstrated proficiency in auditing calls, providing actionable insight, and ensuring compliance with industry standards. Skilled in managing team grievances, fostering positive team culture, and leading teams to achieve daily and monthly goals. Committed to enhancing customer satisfaction and boosting organizational performance in a remote setting.
Kls Financial Services
View- Website:
- klsfinancialservice.com
- Employees:
- 16
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Project Team Lead - Technobrain BpoKls Financial ServicesNairobi, Ke -
Support Team LeadTechno Brain Bpo / (Ites) Limited Mar 2024 - PresentNairobi County, Kenya• Audit calls and coach collectors on areas of improvement, leading to a 50% increase in performance.• Prepare and deliver timely reports to the company.• Manage collectors’ queues, ensuring accounts are properly worked and coaching is provided.• Identify and escalate team grievances to necessary departments, resulting in improved team morale and productivity. -
Quality Analyst/AuditorTechno Brain Bpo / (Ites) Limited Dec 2021 - Aug 2023Nairobi County, Kenya• Audited collectors' calls and provided feedback, leading to a **X% improvement in call quality**.• Developed improvement strategies for lagging collectors, resulting in a **X% increase in their performance**.• Ensured compliance with FDCPA, REG F, and HIPAA rules, resulting in zero violations during my tenure.• Conducted refresher trainings for HIPAA, FDCPA, REG F laws, customer service, and phone etiquette.- Ensured compliance with FDCPA, REG F, and HIPAA rules, resulting in zero violations during my tenure.- Conducted refresher trainings for HIPAA, FDCPA, REG F laws, customer service, and phone etiquette. -
Quality AnalystHorizon Contact Centers Ltd Oct 2020 - Nov 2021Nairobi County, Kenya• Conducted call listening and provided actionable insight, leading to a **X% improvement in call quality**.• Compiled data for agent improvement and conducted training and coaching sessions.• Measured compliance against established expectations of agent behaviour -
Customer Service RepresentativeHorizon Contact Centers Ltd Aug 2018 - Oct 2020Nairobi County, Kenya• Contacted designated clients and enrolled them in the program/service, resulting in a **X% increase in sales**.• Maintained customer experience levels within the quality standards stipulated -
Receptionist / SecretaryAfro Elegance Bridal House Mar 2017 - Aug 2018Nairobi County, Kenya• Provided excellent customer service by welcoming clients, answering calls, and providing accurate information.• Ensured office security and maintained updated records of office expenses and costs.• Managed calendars, scheduled meetings, and performed various clerical duties to ensure smooth office operations.• Maintained a clean reception area and provided general administrative support to the Directors.• Enhanced customer satisfaction by confirming client information and accurately describing products and services.
Jane Mburu Education Details
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Kenya School Of AviationAviation/Airway Management And Operations
Frequently Asked Questions about Jane Mburu
What company does Jane Mburu work for?
Jane Mburu works for Kls Financial Services
What is Jane Mburu's role at the current company?
Jane Mburu's current role is Project Team Lead - Technobrain Bpo.
What schools did Jane Mburu attend?
Jane Mburu attended Kenya School Of Aviation.
Who are Jane Mburu's colleagues?
Jane Mburu's colleagues are Kimberly Stone, Jenna Grabowski, Carrie Hervey, Shelby Gilson, Rachael Moody, Debra Bowie, Abigail Gutierrez.
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