
John Kaunda
Assistant Quality Assurance & IVR Officer at Telekom Networks Malawi
Business Information Systems at Malawi School of Government
Malawi
Hi, I'm John Kaunda!
Assistant Quality Assurance & IVR Officer at Telekom Networks Malawi
Passionate Customer Service professional with a background in telecommunications, dedicated to delivering empathetic user responses and enhancing customer experiences. Committed to continuous improvement, staying updated with the latest trends, and applying this dedication to future pursuits.
Experience
Telekom Networks Malawi
Assistant Quality Assurance & IVR Officer
November 2019 - Present
Extracted and analysed data from Queuemetrics system to generate reports on Call Centre agent performance (answered and missed calls). Assisted in writing IVR (Interactive Voice Response) scripts for new products and services to optimize customer experience. Recorded and produced IVR content. Provided recommendations to QA team on system and process improvements, highlighting call centre operational trends to achieve performance targets.
Telekom Networks Malawi Limited
Assistant Quality Assurance & IVR Officer
October 2019 - Present
I work as an Assistant Quality Assurance & IVR Officer, using data analysis to find ways to improve services and make operations run smoothly. My responsibilities include collecting and analysing data, ensuring service quality, and creating reports. By doing this, I contribute to our company's goal of providing outstanding customer service.
Telekom Networks Malawi
Customer Service Representative
June 2018 - October 2019
Provided polite and effective solutions to 100+ customers daily, ensuring customer retention. Maintained comprehensive knowledge of company products and services to assist customers. Utilised company’s call management system and other software to handle customer calls. Escalated customer issues to relevant departments and recorded details in the company’s CRM system.
Education
Certificates & Badges
No certificates or badges added
Projects
No projects added
Languages
English
Skills
Writing
Critical thinking
Teamwork
Problem Solving
Decision-Making
Communication
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