Kelvin Kyengo Email and Phone Number

• Communicate effectively with team members, ensuring the delivery of business information.• Responsible for developing all team members, ensuring their skills and knowledge are up-to-date and relevant.• Develop and execute plans to ensure continuity of customer service process delivery in the event of unplanned absence of team members.• Monitor customer contact, ensuring team members receive feedback, and areas for improvement are highlighted.• Manage day-to-day activities of operations unit(s) to ensure productivity and efficiency.• Ensure team development through continuous learning programs and plans.

• Quality Evaluation: Thoroughly assess contacts based on predefined quality metrics and criteria to ensure adherence to company standards.• Data Management: Accurately score and meticulously record evaluation data in designated quality tools and databases ensuring data integrity and accessibility.• Calibration participation: Actively engage in calibration sessions to align with colleagues and maintain consistency in evaluating and scoring interactions.• Continuous Improvement: Collaborate with peers and Quality Analysts to identify trends, patterns, and opportunities for process improvement in quality evaluation methods, helping to enhance overall service quality

• Resolving customer complaints and responding to inquiries through phone calls, chats, and emails.• Provide knowledgeable help to customers and go the extra mile in providing the correct details to customer queries• Investigating and resolving customer complaints then closing support tickets• Escalating inquiries to the appropriate team, when necessary• Adhere to Service Level Agreement (SLA) deadlines in resolving customer complaints quickly and effectively.• Maintaining solid customer relationships by handling questions and concerns quickly and professionally.