Eve Stefania Kume

Led call centre operations with a strong focus on customer experience, KPI achievement, and service-level compliance. Oversaw day-to-day team execution, coaching, and performance monitoring, managed escalations and complaint resolution, and ensured accurate reporting to support decision-making. Coordinated with internal technical/operations teams to address service issues and improve efficiency while maintaining high customer satisfaction. Contributed to recruitment support, process documentation, and staff performance review preparation.

Monitor calls and emails to ensure quality standards, compliance, and excellent customer experience; coach, train, and mentor agents to improve performance, productivity, and confidence; manage schedules, attendance, and shift planning to ensure adequate coverage; handle escalated customer complaints and resolve complex issues; track KPIs (AHT, CSAT, QA scores, adherence, productivity); prepare and present performance reports to management; support onboarding and training of new hires; motivate team to maintain high morale and engagement; implement process improvements to increase efficiency and service quality.

Supervised and managed a team of 27 customer service staff across rotating shifts, monitored performance to ensure consistent achievement of KPIs and SLAs, and produced Excel-based performance reports to track productivity and identify service gaps. Led coaching, mentoring, and performance management to strengthen team capability, handled escalated requests, queries, and complaints to ensure timely resolution, and collaborated with technical and operations teams to improve service outcomes. Managed staff schedules and logistics and supported management with recruitment support, process documentation, and staff performance reviews.