M
Mary Wangui
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Customer Experience ~ Call Center Operations ~ Quality Assurance
Nairobi, Nairobi County, Kenya
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Résumé
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Quality Assurance Associate verified_user Verified experienceApollo AgricultureOct 2024 - Sep 2026 (2 years)• Led the implementation of a company-wide QA strategy across customer-facing teams, including Repayments, Customer Experience, Field Officers, and Agrodealer Support.
• Designed and monitored KPIs for the QA team to ensure audit targets and service quality standards were met.
• Conducted regular field visits to gather firsthand feedback from stakeholders — farmers, Field Officers, Agrodealers, and support agents — ensuring audit findings aligned with on-the-ground realities.
• Documented insights and prepared strategic reports for senior leadership, combining quantitative audit data with qualitative field feedback.
• Managed a team of 10 QA agents, providing continuous coaching, conducting calibration sessions, and driv- Customer Success Associate – Renewals verified_user Verified experienceApollo AgricultureFeb 2021 - Jan 2023 (2 years)• Led customer renewal engagement and follow-up, ensuring timely communication and a smooth re-application process.
• Managed farmer escalations and collaborated with cross-functional teams to ensure customers received proper, timely feedback.
• Identified blockers to renewal (product concerns, reachability issues, loan confusion) and proposed improvements to messaging and field follow-up.
• Supported WhatsApp and call center channels, helping drive retention and renewal conversion. - Repayment/Collections Support LeadApollo AgricultureJul 2020 - Feb 2021 (8 months)• Led a support function focused on driving repayment performance across customer segments.
• Supervised repayment support agents and ensured adherence to daily call targets.
• Analyzed repayment trends and reachability data and coordinated with Field Officers to ensure aligned follow-up.
• Delivered coaching and real-time support to agents handling escalated repayment cases, including hardship and partial payment scenarios.
• Collaborated with CX and Growth teams to improve repayment workflows and messaging effectiveness. - Call Center ExecutiveApollo AgricultureFeb 2019 - Jun 2020 (1 year 5 months)• Provided inbound and outbound support for farmers, ensuring prompt responses to inquiries related to input products, financing, and repayment.
• Helped farmers understand loan terms and repayment expectations and guided them through the onboarding process.
• Supported seasonal call campaigns tied to acquisition, collections, and renewals. - PSales and MarketingPerk Group AfricaFeb 2015 - Feb 2018 (3 years 1 month)• Generated qualified leads through targeted research across online platforms, social media, and in-person activations.
• Managed and updated the CRM system, ensuring accurate tracking of leads, client interactions, and sales activity.
• Created compelling marketing content, including newsletters, blog articles, and promotional materials for digital campaigns.
• Supported the execution of marketing campaigns, including email marketing, social media ads, and brand activations.
• Conducted market research on competitor strategies and customer preferences to refine sales approaches.
• Assisted the sales team by preparing presentations, proposals, and pitch decks to support deal closures.
• Led follow-up outreach w
Education
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- PCertificate in Training of TrainersPerk Group AfricaJan 2026
- PCertificate in Leadership and People ManagementPerk Group AfricaJan 2025
- NAdvanced DiplomaNairobi institute of business studiesJan 2012
- GKenya Certificate of Secondary Education (K.C.S.E)Gathirimu Girls' High SchoolJan 2009