Seline Catherine

I am a highly focused and motivated Team Leader in Airtel Kenya's Customer Service, with 11 months of top-tier performance as a customer care agent and 3 months as a top performing team Leader. I have consistently led my team to meet and maintain the key performance indicators (KPIs) targets as they offer First Call Resolution to all less complex issues and raise necessary tickets for all NFTR cases. I posses proven ability to handle diverse irate customers with different needs with my knowledge and understanding of different Airtel products and services and guide them as per process.

Before my team leader role promotion, I was trusted to handle the repeat call queue, as a company's measure of increase customer satisfaction and reduce the rates of 'third call' generation for unsatisfied customers on first call. I am eager to leverage my strong leadership, communication skills and detail-oriented approach to provide exceptional satisfaction as a Team lead.

Team Leader - Nakama Tech - Kenya

(2026-02)

Customer care Team Leader (Supervisor) at Nakama Technologies under the Airtel Kenya campaign.

• Managing daily operations and workflow.
• Evaluating performance and providing feedback to agents
• Pulling and analyzing customer relations reports and presenting to the accounts managers and the client.
• Managing incidents and manning the floor.

CX Agent - Nakama Tech - Kenya

(2025-08 - 2026-02)

Customer Service Executive at Nakama Technologies under the Airtel Kenya campaign.

• Answering to customers questions about Airtel's products and services
• Resolving issues and troubleshooting technical issues
• Handling customer's complaints and delivering information about Airtel's offering.

CX Agent - Altruist Tech - Nairobi

(2025-04 - 2025-08)

Customer Service Executive at AltruistTechnologies under the Airtel Kenya campaign.

• Answering to customers questions about Airtel's products and services
• Resolving issues and troubleshooting technical issues
• Handling customer's complaints and delivering information about Airtel's offering.

Certificate - Virtual Assistant - ALX Africa (2025-04 - 2025-06)

Certificate - Project Proposal writing - Udemy (2025-04 - 2025-06)

Bachelor of Science - Development Studies - JKUAT (2021-09 - 2024-08)

Certificate - Project Management - Jomo Kenyatta University Enterprise (2023-07 - 2024-09)

Certificate - Monitoring and Evaluation - Jomo Kenyatta University Enterprise (2023-06 - 2023-07)