Brian Mudenyo

• Willing to work under pressure 
• Faster learner and open minded
• Excellent human relation skill
• A good team player

WORKING EXPERIENCE

July 2020 up to Date -MEDICAL ADMINISTRATION KENYA LIMITED(MAKL) –TEAM LEADER CONTACT CENTER

Responsibilities

• Investigating and resolving customers’ issues escalated by team members.
• Monitoring Account Specific Systems and Processes for effective staff Utilization.
• Carrying Out Real Time Performance evaluation and gives timely feedback to the CSR to ensure optimal work performance 
• Providing mentorship and being a Team Player and giving attention to details.
• Responsible for all client communication, conflict resolution and compliance on client Deliverables.
• Ensures that the service level agreement is met.
• Provide daily and weekly report on schemes /Campaigns account activity
•  Ensuring all call center team members are living the organizational brand by operating in an environment that is customer service driven and team work oriented,
• Preparing and ensuring that reports are submitted in a timely manner, ensuring that staffs adhere strictly to floor rules reporting time and working hours.
• Determining and coordinating communication within departments

• 2019 to July 2020 -HORIZON CONTACT CENTRE- Team Leader

• Responsibilities: Staff record management in call center, Coaching, training and motivating staff
• Planning and Organizing Members
• Problem solving and decision making
• Monitoring random calls to improve quality minimize errors and track operative performance and assisting the Call Center Manager with performance evaluation.
• Investigating and resolving customers’ issues escalated by team members
• Providing mentorship and being a Team Player and giving attention to details
•  Ensuring all call center team members are living the organizational brand by operating in an environment that is customer service driven and team work oriented,
• Preparing and ensuring that reports are submitted in a timely manner, ensuring that staffs adhere strictly to floor rules reporting time and working hours.
• Determining and coordinating communication within departments

Responsibilities

• Handling Inbound Calls. 
• Responding to general customer inquiries
• Projecting a professional company image, accurately responding to questions and assist customers

Diploma in Information Technology