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Achieved a 95%+ first-call resolution rate, significantly improving refugee satisfaction scores. Developed streamlined call handling techniques that reduced average call time by 20% while maintaining high call quality. Utilized CRM tools effectively to personalize refugee interactions, contributing to a 30% increase in positive refugee feedback. Maintained a 100% compliance rate with UNHCR, RPC, IOM and PRM guidelines, enhancing the center’s reputation for high standards and reliability. Successfully managed high call volumes, consistently achieving a 98% adherence rate to response timelines.

Recognized as a subject-matter expert on Kenyan electoral processes, providing invaluable support that improved the efficiency of voter inquiries by 30%. Provided essential support to IEBC staff, including Returning Officers and Deputy Returning Officers, facilitating effective assistance during elections that led to a 15% increase in voter satisfaction rates. Demonstrated exceptional communication skills by maintaining a 95% satisfaction rating from public interactions, ensuring clarity and helpfulness in addressing voter concerns. Generated and delivered timely reports on election progress, enabling strategic decision-making that enhanced communication and operational efficiency within the commission.

Provided exceptional remote customer support from Kenya, assisting over 200 healthcare professionals and facilities in the USA with job placements and account management, resulting in a 30% increase in client satisfaction ratings. Collaborated with cross-functional teams in Jamaica and in the Philippines across different time zones to resolve complex issues, maintaining clear communication and thorough documentation, which led to a reduction in resolution times by 20%. Successfully handled payroll-related inquiries, resolving issues for more than 150 healthcare workers regarding payments, discrepancies, and processing delays, which improved payroll processing efficiency by 25%. Quickly troubleshot and resolved scheduling, payment, and platform navigation issues, ensuring 100% compliance with healthcare staffing regulations and minimizing service disruptions. Managed a high volume of inbound and outbound calls, maintaining an average call quality rating of 95% and ensuring data accuracy in healthcare staffing records, contributing to enhanced operational efficiency.

Collaborated with key account managers to create compelling digital content for Carrefour Naivas, Simbisa and reputable restaurants leading to a 25% increase in user engagement metrics within three months. Consistently ensured the quality and timely delivery of projects, achieving a 98% on-time completion rate and maintaining a commitment to excellence in project execution. Led quality assurance initiatives that improved project deliverables, resulting in a 30% reduction in revisions needed before final approval. Proactively escalated complex issues to the team leader with well-researched recommendations, facilitating quicker resolution times and improving overall team efficiency by 20%.

Initiated customer outreach through targeted cold calling and innovative social media strategies, resulting in a 40% increase in the customer base within the first year. Expedite the resolution of customer problems and complaints, achieving a 95% customer satisfaction rating and significantly enhancing customer loyalty. Consistently achieved and surpassed sales targets by an average of 20% each quarter, demonstrating strong results orientation and effective sales techniques. Coordinated sales efforts seamlessly with team members and cross-departmental units, leading to a 30% increase in overall team productivity and improved sales process efficiency. Supplied management with comprehensive reports on customer needs and competitive activities, contributing to strategic decision-making and the successful launch of three new product lines. Processed orders, applications, forms, and requests with a 98% accuracy rate, contributing to improved service quality and a significant increase in customer retention rates.

Successfully managed both inbound and outbound calls from M-Pesa agents, as well as Line 200 (postpay) and Line 100 (prepaid) customers, ensuring prompt and accurate information delivery while resolving 90% of customer queries on the first contact. Completed detailed call reports and logs, effectively researching and documenting billing issues, which led to a 20% improvement in issue resolution time and enhanced overall team efficiency. Recognized and documented key trends observed in customer calls, providing valuable insights to supervisors that informed strategic decision-making and led to the development of targeted training initiatives. Utilized advanced troubleshooting techniques to resolve complex customer support-related issues, achieving a customer satisfaction rate of over 95% based on feedback surveys. Processed orders, applications, forms, and requests with a 98% accuracy rate, contributing to improved service quality and a significant increase in customer retention rates. Maintained a strong understanding of industry best practices and promotional trends, driving strategic sales initiatives that resulted in a 25% increase in market share.