Grace W.

Grace W. is a results-driven Customer Service and Operations Leader with over 5 years of experience in BPO environments. Based in Nairobi, Kenya, Grace has excelled in team leadership, performance management, and customer experience optimization. Within her current role at CCI Kenya on the Assurant Campaign, she leads a team of more than 15 customer service agents, meeting and exceeding KPIs and SLAs regularly. Grace's expertise in coaching and QA process improvement has led to enhanced service delivery and customer satisfaction. Her past roles include Team Leader on the Metro Campaign and Acting Team Leader, where she honed her skills in managing escalations and training new team members. As a Subject Matter Expert, she was pivotal in improving team performance through developed knowledge base materials. Grace's operational acumen extends to industries like healthcare where she has previously managed front office operations, further leveraging her communication and stakeholder management skills. She holds a Diploma in Tourism Management from Alphax College.