Jane Gitau
About Jane Gitau
Jane Gitau is a Customer Care and Quality Assurance Analyst with a background in Mass Communication. She has extensive experience in customer service roles, currently working at Apollo Agriculture since 2018, and has previously held positions at Kenya Broadcasting Corporation and Horizon Contact Centers Ltd.
Work at Apollo Agriculture
Currently, Jane Gitau serves as a Customer Care/Quality Assurance Analyst at Apollo Agriculture, a position she has held since 2018. In this role, she focuses on ensuring high-quality customer service by monitoring calls made by agents. She conducts call quality callbacks to customers to verify that proper service delivery is maintained. Additionally, she is responsible for training new agents, equipping them with product knowledge and encouraging a positive attitude towards customer interactions.
Previous Experience in Customer Service
Before joining Apollo Agriculture, Jane Gitau gained valuable experience in customer service roles. She worked at Horizon Contact Centers Ltd as a Call Center Agent from 2016 to 2017, where she handled customer inquiries and provided support. Prior to that, she served as a Front Desk Receptionist at Real School Music from 2011 to 2012, managing front office operations and customer interactions. Additionally, she completed a two-month internship at Kenya Broadcasting Corporation (KBC) in 2015, which further enhanced her communication skills.
Education and Expertise
Jane Gitau studied Mass Communication and Media Studies at EASMS from 2012 to 2014, where she achieved a degree in Communication. This educational background has equipped her with strong communication skills, essential for her roles in customer care and quality assurance. Her expertise in monitoring call quality and training new agents reflects her commitment to maintaining high standards in customer service.
Career Development
Jane Gitau's career development has been marked by a series of roles that have built her expertise in customer service and quality assurance. Starting as a Front Desk Receptionist, she transitioned to a Call Center Agent and later undertook an internship at KBC. Her current position at Apollo Agriculture has allowed her to leverage her experience in monitoring service quality and training, contributing to her professional growth in the field.