Sydney Babu
Customer Service Representative
Pickering ,Ontario
Summary
Dynamic and dedicated Customer Service Representative with over 10 years of experience in delivering exceptional service and support. Proven ability to effectively resolve inquiries, build rapport with clients, and exceed performance targets. Skilled in multitasking, problem-solving, and adapting to diverse customer needs. Adept at utilizing CRM systems and maintaining accurate records. Committed to delivering outstanding customer experiences and contributing to organizational success.
Overview
11
11
years of professional experience
1
1
Certification
2
2
years of post-secondary education
2
2
Languages
Work History
Digital Financial Services(M-PESA) Trainer
Safaricom Telecommunications Ethiopia
2023.02 - 2023.12
- I develop, guide and manage M-PESA learning programs and initiatives for internally customer facing teams, Safaricom Fraud Team, Sales and distribution teams, M-PESA Dealers/Distributors/ Agents, Key Accounts, Banks and partners
- I pro-actively conduct and facilitate M-PESA training, delivering content and training management with expected desired outcomes
- I championed the digitization of training for the Ethiopian market as a startup using a Learning Management System called Edcast where I curate content and information about M-PESA products and services across various touch points
- I developed and deployed a training platform (EDcast) that offers a unified talent & learning experience for the end-to-end employee journeys spanning learning & career mobility
- I maintain a training schedule for all eligible Safaricom staff, M-PESA Agents, Key Accounts, Banks and Partners
- I executed training plans for M-PESA within the hierarchy of the business and regional level for eligible staff, Sales and Distribution Teams, M-PESA Agents/Dealers/Distributors, Key Accounts, Banks and Partners
- I document M-PESA products and services knowledge materials that guide training, marketing and general understanding of the product
- Trained and coached 32 Master Agents and distributors across Ethiopia on M-PESA products & services, M-PESA reconciliation and cash management.
Lead Contact Centre Trainer
Safaricom Kenya PLC
2017.05 - 2023.12
- I developed, guided, and managed learning programs and initiatives for customer experience inductees
- Pioneered and set-up Eldoret Contact Centre as a start up in a HR function with a focus on Learning and Development with 98% success rate having trained over 500 agents
- I led and drove the execution of various learning programs on a strategic end-to-end learner journey and collection of learning experiences
- I represented the company as a thought leader in learning and development solutions and best practices for both internal and external groups
- I proactively conducted and facilitated induction training, delivering content and training management with expected desired outcomes
- I championed refresher trainings to bridge product/service knowledge gaps to frontline teams to enhance an unmatched customer experience
- I put into effect performance reviews, one-on-one coaching, reporting and system access follow ups for contact centre trainees generating a differentiated experience for the learners.
Customer Experience Executive | Online Support Agent
Safaricom Kenya PLC
2013.05 - 2023.12
- I resolve customer service and billing queries
- I provide premium and quality support to the Prepaid, Postpaid, M-Ticketing and Directory queue and confer to customers about products and services
- I escalate unresolved customer grievances to designated departments for further investigation and resolution.
Skill Developer
Safaricom Telecommunications Ethiopia
2022.03 - 2022.11
- I Pioneered and set-up Safaricom Ethiopia Contact Centre as a start up in a HR function with a focus on Learning and Development with 98% success rate having trained over 500 agents
- I trained and built capacity of 11 Trainers through the TOT model that helped deliver over 500 contact centre resources to production/floor
- I developed and set up the Customer Operations Department it being a startup
- I Coordinated end-to-end induction program with all relevant stakeholders
- I created and curated training content unique to the Ethiopian market
- Modules delivered: Customer Experience, GSM Network & Modern Devices, Data Services, Safaricom Systems, Digital Financial Services(M-PESA) I possess International exposure, External radar and Multi-cultural experience.
Liquid Workforce Project
Safaricom Kenya PLC
2018.01 - 2019.01
- I championed Liquid Workforce strategy definition and pioneered the training of over 100 agents with 100% success rate
- Modules delivered: Customer Experience, GSM Network & Modern Devices, Data Services, Safaricom Systems, Digital Financial Services(M-PESA)
Skills
- Training and development
- Applied strong listening skills
- Organized with excellent time management skills
- Demonstrated strong oral and written communication skills.
- Demonstrated ability to multi-activity
- Proven People and Skills management
- Communicated Product knowledge including both features and benefits
- Demonstrated strong problem solving skills
Languages
English
Elementary
Certification
- Customer Service Preparation Course - COSTI
- Net Promoter Masterclass - OWEN CX Group
- Train The Trainer Program - Fourth Quadrant
- Vida Product Training - VIDA Technologies
References
Available upon request
Education
Journalism And Mass Communication
Eldoret Aviation Training Institute
2005.04 - 2007.04
Timeline
Digital Financial Services(M-PESA) Trainer
Safaricom Telecommunications Ethiopia
2023.02 - 2023.12
Skill Developer
Safaricom Telecommunications Ethiopia
2022.03 - 2022.11
Liquid Workforce Project
Safaricom Kenya PLC
2018.01 - 2019.01
Lead Contact Centre Trainer
Safaricom Kenya PLC
2017.05 - 2023.12
Customer Experience Executive | Online Support Agent
Safaricom Kenya PLC
2013.05 - 2023.12
Journalism And Mass Communication
Eldoret Aviation Training Institute
2005.04 - 2007.04
- Customer Service Preparation Course
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