Grace Achieng

Customer Care Manager with 6+ years of experience leading call center operations and customer service teams. Proven ability to manage large teams, improve AHT, CSAT, and SLA performance, and drive customer retention. Skilled in performance management, quality assurance, process improvement, and leading transformation initiatives.

Call Center Manager - Customer Experience & Success Operations at KOKO Networks (2024-01 – Present)

• Led end-to-end call center operations, managing 50+ agents and 6 team leads
• Oversaw daily operations, performance, and quality assurance processes
• Managed KPIs including AHT, CSAT, SLA, and customer retention
• Developed policies, procedures, and process improvements
• Resolved complex customer issues and escalations
• Led complaint management and reduced repeat issues
• Implemented performance management frameworks and coaching programs
• Drove transformation initiatives and cross-functional collaboration

Customer Care Supervisor at KOKO Networks (2022-01 – 2024-12)

• Ensured SLA adherence and performance targets were met
• Conducted QA audits and performance reviews
• Reduced backlog and handling time through workflow improvements
• Coached agents and improved productivity
• Monitored KPIs and supported process improvements

Customer Care Representative at KOKO Networks (2020-01 – 2022-12)

• Handled high-volume inbound and outbound customer interactions
• Maintained high CSAT and accurate CRM documentation
• Supported escalations and issue resolution

Customer Care Representative at Prestopap Technology Limited (2019-01 – 2020-12)

• Managed customer support across billing and technical channels
• Ensured service quality and compliance standards
• Coordinated with teams to improve issue resolution

Bachelor of Business Management in Business Management – Mount Kenya University (2025-01)

Diploma in Business Administration in Business Administration – The Cooperative University of Kenya (2018-01 – 2019-12)