Higgins Masese

Work Experience

Retention Customer Care Representative/Support Inbound/Outbound Call Centre Team Lead (Campaign - Wananchi Group (K) Limited) at ISON (BPO) Limited June 1st 2022 - Nov 31st 2022

• Generated agent duty rooster and managed challenging clients from Agents
• Organized and participated in group meetings to monitor KPI’s
• Monitored daily service level by developing reports generated from company software i.e. GLDS an integrated SQL platform with necessary tools for Internet support, billing, and troubleshooting
• Reported and managed agent escalation matrices emails and sms’ both internal and external
• Provided coaching on a regular basis when new software is launched and from weak links observed from KPI trends
• Reported to operation manager

• Supported and retained current subscribers using selling techniques in order to achieve customer reconnection targets
• Educated customers on competitive pricing and product information; assisted customers in comparing and contrasting our products versus competition.

Work Experience

Retention Customer Care Representative/Support Inbound/Outbound Call Centre Team Lead (Campaign - Wananchi Group (K) Limited) at ISON (BPO) Limited June 1st 2022 - Nov 31st 2022

• Generated agent duty rooster and managed challenging clients from Agents
• Organized and participated in group meetings to monitor KPI’s
• Monitored daily service level by developing reports generated from company software i.e. GLDS an integrated SQL platform with necessary tools for Internet support, billing, and troubleshooting
• Reported and managed agent escalation matrices emails and sms’ both internal and external
• Provided coaching on a regular basis when new software is launched and from weak links observed from KPI trends
• Reported to operation manager

• Supported and retained current subscribers using selling techniques in order to achieve customer reconnection targets
• Educated customers on competitive pricing and product information; assisted customers in comparing and contrasting our products versus competition.

Bachelor's degree in Geography from MOI University, completed from September 2015 to December 2019. Additionally, they completed the Kenya Certificate of Secondary Education at Turi Sulgwita Secondary School from January 2010 to October 2014 and the Kenya Certificate of Primary Education at Utange School Baptist Primary from January 2002 to October 2009.