Victor Agumbi

I am a customer experience professional with 7 years of work experience. I have worked as a customer service agent, supervisor & manager.I am detail oriented, calm, patient, quick to gain product & service knowledge with expereince working with CX systems.

Acting Credit Manager – Customer Experience & Retention (July 01, 2025 to Date)

BBOXX Capital Kenya Limited – Ruiru

Job Responsibilities:

 Progressively increased the collection rate for new customers at 25% milestone from

75% to 91% in 24 months through Mpesa screening & on-boarding management.

 Increased default recovery from under 5% to 15% by implementing CRB reporting &

retail portfolio management measures.

 Improved customer experience through proactive product replacements and technician visits to reduce system downtime.

 Initiated & implemented transition from Safaricom Till payment to Paybill payments from under 20% to 88% and reduced cases of unmatched payments.

 Generated and analyzed weekly, monthly, and quarterly reports on portfolio performance, repayment rates, default trends, and operational KPIs.

Customer Service Call Center Manager (August 01, 2022 to June 30, 2025)

BBOXX Capital Kenya Limited – Ruiru

Job Responsibilities:

 Leads a 40+ agent contact center, driving consistent improvement in customer satisfaction and service levels.

 Increased first call resolution rate by 25% through agent up training and script redesign.

 Reduced call abandonment rate from 30% to under 10% by restructuring shifts and optimizing workforce management.

Page 1| voagumbi@gmail.comCV – Victor Agumbi

 Analyzed call trends and introduced data-led decision-making, improving agent utilization and productivity by 20%.

 Authorized over 1,000 customer refunds/replacements annually.

 Integrated telephony systems (3CX) and CRM tools to enhance tracking, agent monitoring, and customer interaction, reducing missed follow-ups by 40%.

 Developed and monitored agent performance KPIs (calls per agent, PTPs, follow-ups,

collections rate), improving team productivity by 20% through data-driven coaching and reporting.

Customer Service Call Center Supervisor (May 10, 2017 to July 31, 2022)

BBOXX Capital Kenya Limited – Ruiru

Job Responsibilities:

 Supervised a team of 15–20 agents, ensuring target call volumes (100+ daily calls per agent) and resolution KPIs.

 Mentored under performing agents, resulting in a 40% performance improvement across the team.

 Spearheaded CRM troubleshooting and data quality projects, resolving 95% of data issues within SLA.

 Collaborated with management on SLA design and WFM processes, enhancing schedule adherence.

 Created training modules & trained 50+ new agents across on-boarding, up-selling,

and collections teams.

Customer Service Call Center Agent (November 16, 2015 to May 09, 2017)

BBOXX Capital Kenya Limited – Kisumu

Job Responsibilities:

 Managed 80–100 outbound/inbound calls daily, achieving a 90%+ call quality score.

 Promoted payment plan adherence through persuasive communication and customer education.

 Maintained call abandonment rate at under 5% consistently through timely response and effective call handling.

 Acted as interim shift supervisor, demonstrating leadership and delegation capabilities.

 Maintained accurate ERP customer records and resolved SMS inquiries within turnaround time.

Diploma in Computer and Network Engineering (2002 - 2005)

The Mombasa Polytechnic (P. O. Box 90420, Mombasa)