Customer service, Complaints & Escalations handling
- Online Sales Lead Management for all the lines of business (Insurance-Life and General Insurance, Property, Asset Management and Micro-Insurance).
- Analyzing & auditing service incident data, emails, voice recordings, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Contact Center.
- Providing structured and timely recommendations; verbal and/or written feedback to Quality Manager, Team Leaders, Analysts and Agents.
- Developing and conducting targeted group coaching sessions for agents that address Service Quality deficiencies and/or improvement opportunities.
- Customer Journey Mapping for the various customer service processes- assessing existing practices and procedures for process improvement opportunities with all Call Center teams.
- Key Achievements
July - October 2018: Part of the team that operationalized the first Contact Center at Britam.
May 2017: Single Point of Contact(SPOC) in development of a new CRM System-Siebel and Customer Service Excellence;
CRM system launched in September 2017- 95% of customer interactions recorded on CRM as at 30th November 2018.
- 85% visibility of interactions across the branches and Head Office.
- 60% of customer complaints resolved and follow ups done as result of the visibility from CRM.
- Case Management, Complaints Management and TCF policies aligned to Turn around Times (TAT) in CRM reducing follow-up times by 5%.
