Brian Ndugire

Nov 2023 - Present

Delivered 24/7 customer support via email, phone, chat, and WhatsApp, ensuring independent insurance agents received prompt, accurate assistance and upholding a high standard of customer service.
Communicated proactively with insurance agencies regarding underwriting issues, policy extensions, and renewals, ensuring all customer details were verified and documented accurately.
Responded swiftly to inquiries from insurance agencies and agent leaders, offering clear, comprehensive support in a fast-paced environment.
Investigated and analyzed agent-reported issues, escalating complex technical challenges to the engineering team while maintaining meticulous records and transparent communication.
Compiled and prioritized agent feedback to create an improvement backlog, demonstrating attention to detail and commitment to process enhancement.
Collaborated with product and software engineering teams to refine the Agencify Platform, integrating constructive user feedback and ensuring a positive customer experience.
Developed training materials and conducted onboarding sessions for new agents, reinforcing effective platform usage and establishing professional customer support protocols.
Monitored key customer support metrics to drive data-driven decision making, improving response times and resolution efficiency.
Provided ongoing guidance to users on leveraging the Agencify app, emphasizing consistent quality in customer service and meticulous documentation.

Techno Brain BPO ITES Ltd

Apr 2021 - Oct 2023

Achieved monthly sales targets by making outbound calls to potential customers, effectively pitching products while delivering excellent customer service.
Enhanced outbound communication strategies, increasing customer engagement and generating a 20% increase in leads, aligning with a strong sales background and call center experience.
Built rapport with prospects and customers to foster long-term relationships, reinforcing a positive attitude and professional demeanor.
Followed the company's tele-sales script and compliance guidelines, maintaining a high Quality Assurance (QA) score by focusing on accuracy and customer satisfaction.
Ensured all assigned leads were contacted within agreed timelines and updated accurately in the Sales Lead Generation Database, demonstrating attention to detail.
Resolved customer grievances promptly, contributing to a positive company reputation and reinforcing strong communication skills.
Managed customer data effectively to ensure seamless follow-ups and accurate relationship management, leveraging solid computer skills.
Contributed to process enhancements and consistently exceeded sales and customer satisfaction targets by working efficiently in a fast-paced environment.
Assisted in onboarding and training new team members, ensuring they aligned with company policies and product knowledge for optimal performance.

Techno Brain BPO ITES Ltd

Jan 2020 - Mar 2021

Maintained a positive, friendly, empathetic, and professional attitude toward customers at all times.
Provided 24/7 customer support via phone, email, and chat, troubleshooting technical issues and ensuring high satisfaction levels.
Responded promptly to customer inquiries through various communication channels.
Acknowledged and resolved customer complaints efficiently while maintaining professionalism.
Developed in-depth knowledge of company products to provide accurate and helpful responses to customer inquiries.
Kept detailed records of customer interactions, transactions, comments, and complaints in the CRM system.
Communicated and coordinated with colleagues and internal teams to improve service delivery and resolve escalated concerns.
Acted as a liaison between customers and internal departments, ensuring seamless issue resolution.
Provided feedback on the efficiency of customer service processes, identifying areas for improvement.
Ensured customer satisfaction by delivering professional and effective support.
Maintained strong customer relationships by addressing questions and concerns with speed and professionalism.
Managed database records, drafted status reports on customer service issues, and conducted data entry and research as needed to troubleshoot problems.

Jan 2019 - Nov 2019

Coordinated logistics and supplier relationships to optimize procurement operations.
Managed accurate data for reporting and streamlined communication with vendors.
Assisted in negotiating supplier terms to enhance cost efficiency and timely deliveries.
Monitored inventory levels and coordinated restocking to prevent shortages.
Maintained detailed procurement records, ensuring compliance with company policies.
Supported the sales team by ensuring seamless order fulfillment and delivery tracking.

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