About Waddington Muniya

  • Academic Level Bachelor's Degree
  • Age 28 - 32 Years
  • Salary 3868
  • Industry Telecommunications



  • 2020 - Present
    Cassava Smartech

    Customer Experience Supervisor

     Daily management of all contracted Independent Contractors in pursuit of the set daily, weekly, monthly and quarterly targets.  Setting and monitoring Agents performance to meet the set targets.  Recommending initiatives to minimise TAT’S and minimise repeat and follow up queries.  Monitoring staff scheduling in line with the daily traffic and customer behaviour.  Analysisng and daily reporting for Service Levels and daily sales performance.  Ensure the teams product knowledge is up to date with the organisations offerings.  Ensure that all CX team supplies and work tools stocks are maintained at the optimum level.  Recommending the necessary amendments to the organisation’s processes and procedures policy.  Implementing of customer relationship and loyalty programs for customers who use the self care platforms.  Spearheading UAT (User Acceptance Tests) for new products, systems and self care platforms.

  • 2019 - 2020
    Cassava Smartech

    Customer Services Representative -

     Identifying areas of service improvements and developing programs that improve the overall quality of the customer’s experience team.  Monitoring and ensuring the quality of the customer interactions, making improvement recommendations to the Team Leader.  Developing and conducting targeted group coaching sessions addressing quality service deficiencies and/or improvement opportunities.  Making use of call centre systems to gather and analyse data trends affecting quality.  Collaboration with the Customer Experience team members to identify and streamline processes and recomend process standards that balance service delivery against more sales for the business.

  • 2018 - 2019
    Cassava Smartech

    Freelance EcoSure Customer Services Representative

     Executing Telesales in pursuit of the set daily targets in line with the set monthly revenue targets.  Educating customers on new products and services ie EcoSure Policies and Add Ons.  Probing customer feedback and forwarding actionable recommendations to the Team Leader.  Ensuring customer satisfaction and querry resolution.

  • 2016 - 2017
    Cassava Smartech

    Customer Services Attachee

     Attending to customer queries relating to EcoCash, EcoSure and other products in a courteous manner and ensure customer satisfaction.  Completing tickets and correctly qualifying calls before call end for the sake of service evaluation and product development.  Handing over all finished and unfinished documented queries to the Team Leaders before the end of every shift.  Propose possible alterations, developments and services that go in line with customer satisfaction.  Record customer feedback on the performance of products and services and forward to the responsible departments.  Forward any technical queries presented by the customers to the responsible department and making follow-ups on such.


Customer Services
Sales Pitch
Team Management
Reporting and Planning