Kelvin Kyengo
Operations Supervisor at Teleperformance Limited (TP)
Business Administration and E-commerce at Mount Kenya University
Kenya
Hi, I'm Kelvin Kyengo!
Operations Supervisor at Teleperformance Limited (TP)
Operations and Customer Support Specialist with 3 years of experience in the outsourcing/offshoring service industry. Skilled in leadership, problem-solving, teamwork, analysis, and mentoring. Proven ability to resolve customer complaints and foster good relationships. I'm passionate about optimizing processes to enhance business efficiency and contributing to organizational success while enhancing my operational, customer support, and data analytical skills.
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Experience
Teleperformance Limited (TP)
Operations Supervisor
August 2024 - Present
Communicate effectively with team members, ensuring the delivery of business information. Responsible for the development of all team members, ensuring that their skills and knowledge are kept 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.
Kenya Power & Lightning Company Ltd (KPLC)
Finance Intern
January 2020 - Present
Balancing financial statements Filing finance documents for future references. Assisting in preparation of payment vouchers, writing external payment cheques Withholding tax and VAT payments Power purchase and processing payment
Teleperformance/Majorel EPZ Ltd
Subject Matter Expert (SME)
November 2023 - July 2024
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.
Majorel Ltd
Customer Support Representative (CSR)
October 2022 - October 2023
Resolving customer complaints, responding to phone call and email requests 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 with speed and professionalism.
Education
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