Monica A. Agunda is currently working as the Lead Supervisor, Customer Experience and Information Centre, University of Nairobi. She is responsible for managing and guiding all aspects of the Call Centre operations to create high quality and timely results. She believes that customers will forget what you said or did, but they will never forget how you made them feel. In addition, her professional experience in administration and customer service at the University of Nairobi provides her with a broad view that is useful in ensuring a satisfying customer experience.

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