John Mwangi Njangiru

Team Lead - Sama

(2021-05 - 2026-02)

Managed daily operations of the Samasource Centre, ensuring consistent delivery of high-quality services to clients and maintaining service standards.
Coordinated workload distribution among a team of 15–25 employees, improving task completion rates and operational efficiency.
Achieved and maintained 95%+ KPI attainment across productivity, quality, and service metrics.
Coached and mentored team members, contributing to a 20% improvement in overall team performance and increased employee engagement.
Delivered training on new products, processes, and system updates to 30+ employees, ensuring smooth implementation and minimal disruption to operations.
Monitored performance metrics and conducted regular feedback sessions, resulting in a 15% reduction in performance-related issues.
Improved productivity by 18% through effective workforce planning, performance management, and process optimisation.
Maintained quality assurance scores above 98%, consistently meeting client and organisational standards.
Reduced task turnaround times by 20% through better workflow coordination and resource allocation.
Supported onboarding and development of new hires, helping achieve 90%+ retention rates during probation periods.
Recognised for consistently exceeding departmental targets and contributing to overall business growth and client satisfaction.

Customer Service Associate - Standard Investment Bank

(2017-12 - 2022-01)

Delivered exceptional customer service and resolved client enquiries efficiently.
Processed client transactions accurately while ensuring KYC/AML compliance.
Supported client onboarding, account management, and investment service requests.
Built strong client relationships and collaborated with internal teams to ensure seamless service.

Customer Care Representative - Horizon Contact Center (Yu Mobile)

(2013-05 - 2017-03)

Handled 80–120 inbound and outbound calls daily, providing accurate information and resolving customer enquiries in a timely manner.
Maintained an average customer satisfaction (CSAT) score of 95%+ through professional and efficient customer interactions.
Achieved a 90%+ first-call resolution rate, minimising the need for repeat customer contacts.
Advised current and prospective customers on products and services, contributing to a 15–20% increase in sales conversions and customer retention.
Managed customer complaints and escalations effectively, reducing unresolved cases by 25%.
Consistently met or exceeded key performance indicators (KPIs) for call handling time, quality assurance, and customer satisfaction.
Processed and updated customer records with 99% accuracy, ensuring compliance with company policies and procedures.
Participated in ongoing training and professional development programmes, maintaining up-to-date knowledge of products, systems, and customer service best practices.
Adapted quickly to new products and process changes, helping maintain service levels during organisational transitions.
Recognised among the top-performing agents for achieving monthly productivity and quality targets.

Cyber Administrator - Reflex Cyber Café

(2011-06 - 2013-05)

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