- Delivered performance objectives set for the team. Holding monthly 1‑on‑1 performance reviews with the team and instituting corrective action where performance fallsbelow. expectation.- Identified opportunities for customer‑centric process improvements based on the outputs of Root Cause Analysis (RCA), tracking the voice of the customer (VOC, the voice of the employee (VOE), and customer pain points (CPP).- Introduced a CRM system for customer relationship management that drove the team to be compliant with complaint management processes via service level agreement (SLA) adherence; customer issue resolution for all escalations.- Continuously identified training needs analysis and providing Customer Experience trainingMotivated co‑workers by encouraging teamwork, rewarding positive behavior, and promoting optimism.

- Managed 100 clients' data quarterly and maintained individual customer service with up‑to‑date knowledge of account changes, operations, and financial options.- Actively listened to clients thus identifying and assessing customers' needs to achieve satisfaction with speed.- Delivered an exceptional customer service experience, resolved issues, and shared benefits of additional services. recognized for being positive, intuitive, and client‑centric.- Promptly responded to around 70 general telephone and email inquiries per day regarding existing business accounts.

- Discovered and pursued new sales prospects, negotiated deals, and maintained customer satisfaction.- Set up meetings with potential clients and listened to their requirements & needs.- Served as key client contact for all customers and coordinated resources to support pre‑sales and post‑sale experience; professional services.

- Oversaw the setup, deployment, and opening of the Mombasa Visa Application Center.- Prepared, analyzed, and shared all regional internal quality reports with the operation team Manager.- Improved and maintained a high quality of customer service and risk management by conducting quality assurance audits, analyzing results, providing coaching, recommendations for process improvements, product improvements, and recommendations for improvements to the knowledge base,and training material.

- Managed the delivery of KPIs on all operational targets, including overall fulfillment costs and customer delivery promises.- Provided constant and reliable administrative support to customer service representatives, couriers, and 3rd party logistics providers to ensure that service level agreements (SLAs) and customer expectations were met.- Worked cross‑functionally with other departments by building relationships to achieve shared goals

-Improved and maintained a high quality of customer service by conducting quality assurance audits, analyzing results, providing coaching, recommendations for process improvements, product improvements, and recommendations for improvements to the knowledge base and training material. -Utilized internal service metrics and reports to compile and track performance at the department, team, and team member level- Participated in calibration and ensured minimum variance from the team standard.- Provided feedback and coaching to support on a daily/weekly/monthly basis.

-Handled all client walk-ins, inbound and outbound calls, and emails proactively that guaranteed memorable moments. -Collaborated with other restaurant staff and management to ensure those customer complaints were properly attended to in a timely manner. -Worked closely with the manager on duty to ensure the smooth running of day-to-day operations