Eunice Waita

Background

About Eunice Waita

I am a customer experience advocate and recoveries specialist passionate about improving service quality and fostering meaningful connections between brands and customers. Over the years, I’ve built a diverse customer service and quality assurance (QA) skill set, with strong expertise in communication, problem-solving, and leveraging technology to streamline processes. Key Career Highlights: Successfully contributed to the remodeling and testing of the QA scorecard and QA data studio, which empowered agents to track their performance and boost their development. Acted as a backup team lead, supporting team operations and assisting with leadership responsibilities. Proficient in Microsoft Office, Slack, Looker, Zendesk, and Five9, helping to enhance customer service efficiency and track key metrics. Demonstrated fluency in both Swahili and English, allowing me to communicate effectively across diverse customer groups. I have worked for the Kenya market and Tanzania market. In my previous role at Tala Mobile Kenya, I continued to build on my experience in both customer recovery and customer experience by engaging with customers, resolving issues, and offering tailored repayment solutions. I also play a crucial role in championing the voice of the customer within the company and collaborating with the team to improve customer-facing processes. I’m passionate about driving positive outcomes for customers and building trust through thoughtful, empathetic service. Whether it’s diffusing challenging situations or identifying new ways to improve workflows, I always strive to make a lasting impact. If you're looking to connect or chat about anything customer service, Quality Assurance, or recovery-related, feel free to reach out!