Alex Lunyagi
About Alex Lunyagi
Alex Lunyagi is a Customer Retention Supervisor at d.light in Nairobi, Kenya, with a background in customer service and team leadership. He has held various roles in the industry since 2013 and holds a Bachelor of Arts in Project Management.
Current Role at d.light
Alex Lunyagi serves as the Customer Retention Supervisor at d.light, a position he has held since 2020. In this role, he focuses on enhancing customer loyalty and satisfaction through effective retention strategies. He collaborates with the retention team to develop standard FAQs and campaign approaches. His responsibilities include conducting real-time monitoring and coaching of outbound call center staff to ensure high-quality service delivery. Alex actively identifies opportunities to improve product and service offerings based on customer feedback, contributing to the overall customer experience.
Previous Experience at Horizon Contact Centers Ltd
Before joining d.light, Alex Lunyagi worked at Horizon Contact Centers Ltd in various capacities. He started as a Customer Service Representative from 2013 to 2015, where he gained foundational experience in customer service operations. He then advanced to the role of Call Center Team Leader from 2015 to 2018, overseeing team performance and service delivery. His experience at Horizon equipped him with skills in team leadership and customer engagement.
Experience at Tala
Alex Lunyagi worked at Tala as the Customer Service Team Lead from 2018 to 2019. In this role, he was responsible for managing customer service operations and leading a team to meet service goals. His tenure at Tala contributed to his expertise in customer service management and team leadership, further enhancing his professional development.
Education and Qualifications
Alex Lunyagi holds a Bachelor of Arts in Project Management from The Technical University of Kenya, which he completed from 2021 to 2023. Prior to this, he earned an Associate's degree in Communication and Media Studies from the East Africa School of Journalism, studying there from 2008 to 2012. His educational background provides him with a solid foundation in project management and communication, essential for his roles in customer service and retention.
Key Responsibilities and Contributions
In his current role, Alex Lunyagi plays a key role in developing and implementing strategies to enhance customer retention. He is responsible for conducting performance discussions in meetings, addressing challenges, and aligning service delivery with customer needs. Additionally, he develops and maintains motivation plans to enhance team productivity and morale, ensuring a positive work environment that supports high-quality service.