Evalyne W Ngecho

Led comprehensive training initiatives for new hires and tenured agents, ensuring 100% compliance with American Airlines' quality and performance metrics across Chat, Voice, and AAdvantage Desk support.

Adapted and localized curriculum, delivering targeted assessments and driving certification readiness for all trainees, significantly reducing ramp-up time for new agents.

Provided real-time performance feedback and tool proficiency support to agents, enhancing their ability to handle complex inquiries and improve service quality.

Collaborated cross-functionally with Operations, Quality, and Workforce teams to stabilize key performance indicators (KPIs) and close critical skill gaps, contributing to overall operational efficiency.

Strengthened service delivery by establishing clear processes and continuous coaching, leading to measurable improvements in agent performance metrics.

Led full-cycle training delivery for new hires and tenured agents across diverse customer support functions, ensuring consistent service quality and agent readiness in a high-volume e-commerce environment.

Developed multilingual training materials and standardized over 20 operational workflows, creating a centralized training database that improved accuracy and reduced repeat errors by 15%.

Facilitated on-the-job (OJT) sessions, calibration meetings, and targeted performance coaching, which stabilized quality scores and strengthened agent readiness.

Implemented data-driven coaching strategies to address specific performance gaps, resulting in improved agent adherence to quality standards and enhanced customer satisfaction.

Delivered high-volume customer support for Health IQ through outbound communication, ensuring empathetic policy clarification and consistent service quality for over 100 customers daily.

Supported Instacart's operations as a Back Office Analyst by auditing receipts and validating transaction accuracy, ensuring 99% alignment between ordered and purchased items.

Identified and documented billing discrepancies, ensuring compliance and upholding operational integrity through strict adherence to SLA and accuracy targets, reducing billing errors by 10%.

Strengthened workflow efficiency and contributed to a reliable customer experience through precise documentation and timely issue escalation, improving resolution times by 20%.