Stephen Muriu

As a Customer Experience Supervisor, I oversee daily operations and lead teams of over 25 agents to ensure excellent customer service delivery and achievement of performance targets. My role involves coaching and motivating agents, monitoring KPIs, handling escalations, improving customer satisfaction, and ensuring smooth workflow across support channels. I also manage reporting, scheduling, and quality assurance while using billing systems, insurance portals, CRM platforms, and workforce management tools to support efficient service delivery and operational excellence.