Purity Moragwa

Customer Service and BPO professional with 7+ years of experience delivering high-volume customer support across inbound calls, outbound engagement, digital channels and contact centre operations. Experienced in handling customer enquiries, complaints, escalations, service requests and complex issues while maintaining empathy, accuracy and professionalism. Skilled in CRM and ticketing platforms including Zendesk, Freshdesk, Freshchat and Kustomer, with strong case documentation, customer follow-up and cross-functional collaboration skills.

Proven ability to navigate multiple systems while engaging customers, meet KPIs and SLAs, maintain quality standards, and work effectively in fast-paced environments. Quick to learn new systems such as HubSpot and committed to providing clear, responsive and solution-focused customer support.

Team Manager – M-KOPA Collections - Call Centre International (CCI Kenya) - Nairobi, Kenya

(2025-12)

• Lead and coach 28 customer-facing representatives in a high-volume customer engagement environment, supporting service quality, productivity and operational KPIs.
• Handle escalated customer enquiries, complaints and complex service issues using active listening, empathy and structured problem-solving.
• Coordinate with internal teams to troubleshoot customer issues, manage escalations and ensure requests progress through to resolution.
• Monitor customer interactions and maintain approximately 95% quality compliance through quality evaluations, coaching and performance management.
• Ensure accurate CRM and internal-system documentation of customer interactions, cases, actions and resolutions.
• Monitor KPIs, SLAs, productivity, quality and customer outcomes, identifying trends and opportunities for service improvement.
• Manage early- and late-stage customer portfolios, monitor Promise-to-Pay commitments and maintain proactive customer follow-up.
• Deliver monthly collection results exceeding KSh 6 million while balancing customer experience, compliance and business objectives.

Team Manager – M-KOPA Inbound & Customer Engagement - Call Centre International (CCI Kenya) - Nairobi, Kenya

(2024-01 - 2025-12)

• Led high-volume inbound customer support operations, ensuring achievement of service levels, productivity, quality and customer satisfaction targets.
• Responded to customer enquiries and complaints across multiple communication channels, providing accurate information and timely solutions.
• Maintained accurate customer interaction records in CRM systems and ensured appropriate follow-up on unresolved requests.
• Collaborated with Operations, Workforce Management and Quality teams to resolve customer issues and improve service delivery.
• Identified recurring customer concerns and supported service improvement initiatives through coaching, feedback and process optimisation.
• Strengthened customer relationships through proactive communication, service recovery and solution-focused engagement.

Quality Analyst – M-KOPA | SWVL | Goodlife | CCI Kenya - Call Centre International (CCI Kenya) / Client Operations - Nairobi, Kenya

(2021-09 - 2022-12)

• Evaluated customer interactions against quality and service standards, identifying communication gaps, process issues and coaching opportunities.
• Produced KPI reports, operational dashboards and trend analysis to support management decisions and continuous improvement.
• Conducted root-cause analysis on recurring customer issues and recommended corrective actions to improve customer experience.
• Provided structured feedback and coaching recommendations to strengthen communication, issue resolution and service consistency.

Real-Time Analyst - Glovo - Nairobi, Kenya

(2021-06 - 2021-09)

• Monitored staffing, productivity, adherence and service levels in real time to support efficient customer operations and workforce utilisation.
• Developed Excel dashboards and operational reports to support service-level achievement, resource planning and decision-making.
• Identified performance trends and operational risks and provided recommendations for timely intervention.

Customer Service Representative - Call Centre International (CCI Kenya) - Nairobi, Kenya

(2020-01 - 2021-05)

• Provided professional inbound customer support for enquiries relating to orders, payments, deliveries and account issues.
• Used active listening, probing and problem-solving to understand customer needs and provide clear, accurate information and appropriate solutions.
• Handled complaints and challenging interactions professionally using de-escalation, empathy and solution-focused communication.
• Investigated customer issues, escalated complex cases to relevant teams and followed up until resolution.
• Maintained accurate customer records and documented customer interactions, actions and resolutions in CRM systems.
• Worked consistently toward customer satisfaction, quality, productivity and performance targets in a high-volume contact centre.

Diploma - Food Production - Amboseli Institute of Hospitality (2019 - 2020)

Kenya Certificate of Secondary Education (KCSE) - Huruma Girls High School (2013 - 2017)