Wambui Muriuki

🔹 Escalations Team Lead CCI Kenya | Assurant Campaign (via BPO) Nairobi, Kenya | Jul 2024 – Present Key Responsibilities: 🟢 Led a team of escalation agents to resolve high-level customer complaints while ensuring adherence to SLAs and quality KPIs. 🟢 Provided coaching, training, and feedback to agents, driving improved resolution rates and individual performance. 🟢 Identified process gaps and collaborated with operations to reduce resolution time and enhance customer experience. 🟢 Maintained a strong customer-first mindset in all escalations, ensuring professionalism, empathy, and solution accuracy. 🟢 Coordinated hybrid remote teams using tools like Microsoft Teams, Google Meet, and CRM platforms (Atlas, Edge, Eprism). Key Achievements: 🌟 Reduced escalation resolution time by 20–30% through revised procedures. 🌟 Increased CSAT by driving faster, more empathetic resolutions. 🌟 Successfully led a remote team with high engagement and accountability. 🌟 Elevated team KPIs through targeted mentorship and skill-building sessions.

Directed resolution of high-level customer escalations, maintaining 90%+ CSAT. Led a team of 10+, improving QA performance by 10% through coaching and process compliance. Partnered with Product & Operations to remove friction points and enhance customer retention.

Delivered enablement and training sessions, increasing claim accuracy and SOP compliance. Reduced AHT to 8 minutes without compromising quality or empathy. Provided customer insights that informed process and product improvements.

Supported customers with mobile protection plans, achieving 92% QA and 90% CSAT. Improved FCR by troubleshooting recurring pain points and guiding customers clearly.

Inbound Customer Service Representative CCI Kenya | Metro by T-Mobile Campaign December 2022 – June 2024 Key Responsibilities: ✅ Customer Support & Issue Resolution: Assisted customers with inquiries related to mobile plans, billing, account management, and technical support. ✅ Billing & Payments Assistance: Handled customer billing disputes, explained charges, and processed payments or adjustments as needed. ✅ Product & Service Upselling: Provided recommendations on service plans, add-ons, and promotions to enhance customer experience and drive sales. ✅ Technical Troubleshooting: Assisted customers in troubleshooting device and network issues, ensuring minimal disruptions to service. ✅ Retention & Conflict Resolution: Addressed customer concerns with professionalism, resolving complaints effectively to minimize cancellations. ✅ Compliance & Documentation: Maintained accurate records of customer interactions in the system . ✅ Remote Support & Multi-Tasking: Managed multiple customer interactions efficiently while navigating internal systems to provide real-time solutions. Key Achievements & Successes: ⭐ Boosted Customer Satisfaction (CSAT): Consistently achieved high customer satisfaction scores by providing empathetic and efficient support. ⭐ Increased First Call Resolution (FCR): Improved first-call resolution rates by mastering troubleshooting techniques and proactive problem-solving. ⭐ Exceeded Sales & Retention Targets: Consistently upsold value-added services and convinced customers to retain their subscriptions, contributing to company revenue. ⭐ Handled High Call Volumes Effectively: Managed large volumes of inbound calls while maintaining quality service and meeting performance benchmarks. ⭐ Recognized for Performance Excellence: Received positive feedback from supervisors and customers for professionalism, patience, and in-depth product knowledge.

Resolved complex billing, activation, and network inquiries with 85%+ FCR and 90%+ CSAT. Increased revenue through consultative selling, achieving 20%+ STR. Created onboarding and self-service guides, reducing repeat inquiries by 25%. Mentored peers, contributing to a 12% improvement in team performance.