Lenox Jack
About Lenox Jack
Lenox Jack is an Outbound Retention Supervisor at d.light in Nairobi, Kenya, where he has worked since 2020. He has extensive experience in customer service and team leadership, having held various roles in companies such as Yum Deliveries Limited, M-KOPA Solar, and Yu Mobile.
Work at d.light
Lenox Jack has been serving as the Outbound Retention Supervisor at d.light since 2020. In this role, he focuses on improving customer retention through effective communication and service strategies. His responsibilities include coaching staff, conducting real-time monitoring, and implementing motivation plans to enhance team productivity. Jack plays a crucial role in identifying opportunities to improve product and service offerings based on customer feedback, ensuring that the company meets the needs of its clientele.
Previous Experience in Customer Service
Prior to his current position, Lenox Jack held various roles in customer service and management. He worked at Yum Deliveries Limited as a Call Center Manager for three months in 2017. He also served as a Telesales Team Leader at M-KOPA Solar from 2015 to 2016 and as a Customer Service Agent at the same company from 2014 to 2015. His experience includes managing customer interactions and enhancing service delivery across different organizations.
Background in Conflict Management and Team Leadership
Lenox Jack has developed skills in conflict management and team leadership throughout his career. His role as an Outbound Retention Supervisor involves daily debriefs and conflict resolution among team members. He emphasizes coaching and sales strategies to improve product uptake and customer knowledge, contributing to a positive work environment and effective team dynamics.
Education and Expertise
Lenox Jack studied at the Goethe Institute, where he focused on German Language and Literature, completing his studies in 2008. His educational background complements his professional expertise in delinquency monitoring and data analysis, which he utilizes to enhance processes and reduce delinquency numbers in customer service operations.