Kearabile Mokono

Customer Service Team Lead with a decade in Contact Centre environments. Proven experience in First Call Resolution, KPI attainment, operational compliance, stakeholder engagement, sales upselling, and team performance management. Skilled in leadership and direction, capability building, coaching, CRM data integrity, SLA adherence, and workforce management.

Utilizes

Slack, GenAI tools, WFM software, Salesforce, and QA systems to drive productivity and customer satisfaction. Known for leading 12 to 15 member teams to exceed FCR, Adherence, TNPS, Sales, and AHT targets.

Customer Service & Sales Team Lead at Verizon (2024-08 to 2026-04)

• Lead and supervise a 12 to 18 member team, driving sales, upselling, and customer service metrics through daily team huddles and weekly performance reviews
• Coach agents on sales techniques and product upselling to increase revenue per call and customer lifetime value
• Achieve 80% First Call Resolution through targeted coaching and call evaluations, with 104.47% overall attainment in Q3 2025
• Ensure CRM data integrity by monitoring agent inputs and resolving discrepancies to support customer retention and sales follow up
• Utilize Slack and GenAI tools to streamline team communication, knowledge sharing, and real time query resolution, reducing repeat contacts
• Manage operational compliance with organizational policies and regulatory codes using WFM software and weekly reporting
• Facilitate call calibrations with Quality Assurance and provide constructive feedback to improve quality scores, TNPS, and sales conversion

FCR Champion at Verizon (2024-04 – 2024-07)

• Acted as subject matter expert for First Call Resolution and upselling, coaching agents on process improvements and product knowledge
• Delivered 107.27% FCR as a high event during tenure, driving best-in-class performance
• Partnered with low-skilled, high-willed and low-willed, high-skilled agents to achieve on par FCR targets across the site
• Scheduled and delivered workshops to increase certification, sales skills, and team performance

Support Coordinator at Verizon (2022-08 – 2024-03)

• Onboarded new hires and managed Nesting department integration for smooth transition from training to production floor, reducing ramp time by 20%
• Generated onboarding and weekly performance reports for stakeholders using GenAI and CRM dashboards
• Enhanced remote call evaluation effectiveness and led post training discussions to reinforce learning and upsell techniques
• Acted as escalation liaison between team supervisors and agents to reduce customer churn by 9%

Customer Service Team Lead at Vodacom (2019-08 – 2021-09)

• Led 12 to 15 member teams, exceeding KPIs: FCR 80%, Adherence 90%, TNPS 85%, AHT 1050 seconds, Sales Conversion
• Drove organizational capability building by identifying development needs and implementing coaching plans for service and sales
• Managed escalations, business process incidents, and call drivers while ensuring SLA compliance with back office teams
• Trained team on cross selling and upselling opportunities to promote new products and services, driving increase in product penetration
• Increased productivity through accurate timesheet management and adherence monitoring via WFM tools

Diploma in Transportation Management, Banking and Risk Management