Kiplagat Erickson

Currently working as a call Center analyst and before that, I was a call center agent for 2 years.

Quality Assurance and Training Supervisor - 08/2021 to Date One Acre Fund, Kenya

•  Maximized customer engagement and satisfaction by delivering excellent training to agents on new products and services offered to clients.
• Conduct evaluations of agents on a weekly basis to ascertain clients are receiving a world-class custom
• Work with the support team to deliver talking points to contact center agents on a daily basis. 
• Prepared a range of written communications, documents, and reports to the senior management.
•  Conduct coaching to the struggling agents 
•  Deliver evaluation feedback on a frequent, consistent, and timely basis to agents 
• Continuously up train agents on call handling skills and phone etiquette 
• Listen/monitor recorded transaction

• Professionally receive phone calls or emails from both prospective and current clients as well as One Acre Fund field staff 
• Record case details and any actions taken to resolve the case accurately in Customer Engagement’s ticketing system 
•  Provide clients with information relating to their loan package with One Acre Fund 
• Resolve other cases such as phone number changes 
• Check to see if the caller or email requester has previously recorded cases 
•  Handled and quickly resolved customer issues regarding matters such as product sales and customer service problems.

09/2014- 4/2019: Moi University pursued a degree in Bachelor of commerce and business management. (Accounting