Joan S.
✨ Newly AddedCustomer Service Team Leader
Notable Highlight
Led a team of 15+ customer service agents, overseeing performance, coaching, and quality assurance. Maintained 90%+ CSAT while supporting high-volume customer interactions. Managed 80+ customer inquiries per day across voice, chat, and email channels.
Experience Summary
Joan Kemuma J. is a customer service professional with over 4 years of experience in frontline support and team leadership roles across BPO environments in Kenya. She currently leads a team of 15+ agents at CK on the Grubhub campaign, driving quality, coaching, and performance reporting across voice, chat, and email channels. Her background includes multi-channel support for the Vacasa campaign, secondary school teaching, and sales and marketing at Saf. She is proficient in CRM tools including Zendesk, Jira, Twilio, and Shopify, with strong competencies in escalation management, QA, and team development.
Key Achievements
* Led a team of 15+ customer service agents, overseeing performance, coaching, and quality assurance. * Maintained 90%+ CSAT scores while supporting high-volume customer interactions across voice, chat, and email channels. * Managed 80+ customer inquiries per day across multiple channels. * Built performance reports and dashboards in collaboration with QA and training teams to improve service quality and update SOPs. * Improved struggling learners' academic performance by over 25% through targeted tutoring sessions at KHS.
Skills
Work Experience
Customer Service Team Leader
CKGC · Oct 2024 – Present
- Lead and motivate a team of 15+ customer service agents handling voice, chat, and email queries, ensuring quality standards and KPIs are consistently met.
- Drive continuous improvement by analyzing service data and implementing corrective action plans.
- Handle escalated customer complaints, providing real-time solutions and ensuring customer satisfaction.
- Create weekly reports and dashboards to share performance metrics with senior management.
- Facilitate daily team briefings, monthly coaching sessions, and training programs to upskill team members.
- Collaborate cross-functionally with QA and training departments to update SOPs and address service gaps.
Customer Service Representative – Voice
CKGC · Dec 2023 – Oct 2024
- Deliver prompt and courteous support to customers through voice interactions, achieving 90%+ CSAT consistently.
- Resolve high volumes of complex order and delivery issues while maintaining professionalism and empathy.
- Guide customers through app usage, order placement, cancellations, and payment resolution.
- Assist the Team Leader in queue monitoring and coordinate workflow to ensure coverage during peak hours.
Customer Service Representative – Chat, Email & Voice
CKVC · Apr 2022 – Dec 2023
- Manage multi-channel interactions, handling up to 80+ queries daily with a strong focus on accuracy and timeliness.
- Resolve inquiries related to billing, account status, refunds, loyalty programs, and delivery coordination.
- De-escalate complaints by identifying root causes and providing appropriate solutions within policy guidelines.
English Literature Tutor
KHS · May 2020 – Apr 2022
- Plan and deliver engaging English Literature lessons to diverse student groups.
- Assess student performance through assignments, exams, and oral presentations.
- Conduct extra tutoring sessions for struggling learners and improve their performance by over 25%.
- Maintain academic records, prepare teaching materials, and coordinate with other staff to align curriculum goals.
Sales and Marketing Executive
Saf. · Aug 2019 – Mar 2020
- Support development and execution of marketing strategies aligned with brand goals.
- Conduct customer outreach and upsell products and services during activations and roadshows.
- Compile consumer insights and market research data for the regional marketing team.
- Ensure accurate tracking of leads, client interactions, and campaign performance metrics.
- Prepare reports on promotional effectiveness and recommend areas of optimization.