Nzilani is a seasoned, award-winning contact center and customer experience executive with over 14 years of expertise spanning various industries, including telecoms, services and retail.
Nzilani excels in fostering customer-centric cultures and has a strong background in call center operations, workforce planning, data-driven revenue generation, cost-saving strategies, and agile problem-solving. Her qualifications include a Bachelor of Arts and MBA in International Business Management from the University of Nairobi, along with being a certified Customer experience, Contact Centre, customer journey mapping architect and Prince2 practitioner.
As Copia’s Contact Centre and Customer Care Director, Nzilani leads the charge in delivering top-notch customer satisfaction. Her skills in building cross-functional teams to enhance operational efficiency through technology, boost customer satisfaction, motivate employees, and create new revenue streams is jet fuel that’s propelling our Customer Experience to greater heights.