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5 Lessons I Learned Working as a Customer Care Agent: Real Insights

    Early in my customer service journey, I got a chance to work at a prestigious call center in Westlands . I must say that I  was destined for this job as I was interviewed via phone and landed it immediately.  This  reminds me of the importance of creating meaningful relationships. You see, a friend I had gone to college with had volunteered my contacts and informed me that I will be contacted.  I had a lot going on as a first time mum and missed the first call.  This friend called me and informed me that I would be contacted again and to keep my phone close. Just like that, I passed the interview done in Kiswahili and reported for my first corporate job as a call center agent . My entry into the customer care world helped me to harness skills in empathy , communication and problem solving . If you are planning to venture into this field, here are five lessons i learned working as a customercare agent that will help you. 1. Always be prepared ...
IRONY They stood at the train terminus, Tony was anxious to get rid of John, he was nice but an irritating person who always made crude remarks. There were many people at the terminus and they had to scurry through to get a space. Tony was escorting John but was the one who ended up boarding it and John sheepily waving at the platform. It was Tony who realized the first what had happened and slapped himself, he had to cover 300 miles before he disembarked.There was a man on the train in his thirties ,he looked disheveled and kept looking at Tony as if trying to find the right words to say. Tony ignored him and tried to look at his watch to get the time except there was no watch. The watch is a tool of time destruction very few people realize it .He had to be at the supermarket with his mother, their routine of the week. She depended on his judgement even when he did not trust himself, so when the phone rang Tony knew it was her. “Hello, What the hell, Tony where are you, you are s...
  #My Dress My Choice She clung to herself as they shouted A tear dropped to the ground as they jeered at her A man slapped her hand on her back and she stumbled forward She hit the ground fast and her cheek felt the hard gravel She tasted sand in her mouth Irritating her soul to the core A woman came forth thrust a khanga in her hand. That’s when her shame washed away. How barbaric and backward this society was How men fought back at the disappoints of a system A system that has rendered them jobless and At the mercy of their crude actions. How I chose to dress is for me It’s a portrayal of who I am How I choose to walk is for me A portrayal of my freedom As she walked away she felt a relief, A rush of spirit and breathed freely, Never caring that the khanga clang so close Disappointed but with hope of a proper society

POEM

  A letter to Mama Hallo mama, how are you doing? I am writing to tell you That am lucky to have you For only you are my mother Mama, am getting married next week So understand how happy I am Mama I know tears flow down your cheeks For only you are my mother I remember with nostalgia The days I was sick and you cared The days I topped class and you were proud For even then you were my only mother I was lucky as a child You comforted and punished Tenderly and heartily For only you were my mother I am going to leave you Just for a while To create my new home I won’t leave you entirely I won’t forget you forever I won’t abandon you For only you are my mother I hope to start with your lessons I hope to be at peace I hope to cook like you do For only you are my mother My husband beckons with tasks at hand I won’t disappoint for you taught me well I owe my patience and character to you For only you are my mo...
No. 1     A careless hard worker She stands at the door exhausted, Weary at heart, I only stare, What account of work will she give I ask myself, Can I leave for a moment, To where I ask bluntly, She gives no reason cos she has none, I state clearly that it’s a no, Get back to work. She cooks all eyes on the TV, I stare and wait for the results, Soon the meal is served, I see traces of boredom, I taste the fruit of not paying attention, I am back at the gas, More determined to be filled, To enjoy and have my stomach’s desire. The complains are endless, From me to my daughter, From the neighbor to the kiosk man, I want to believe her, But the evidence has judged her, She is to blame for her ignorance, For careless care, for a thoughtless gesture, For being absentminded and big headed to understand. No.2   Darkness They say there is always light at the end of the tunnel, But which light when all I se...
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Samples of my design work.

OPINION ELDERLY AND ABANDONED

ELDERLY AND ABANDONED It was disheartening to watch and listen to the feature aired on one of the local stations about the elderly over the weekend who have been abandoned in homes for the elderly. It brought to me anger at the lack of moral responsibility in people. It brought so many questions in mind: How does one get to the point that they no longer care for their parents or grandparents.Do these people have relatives? What issues can make one neglect their parents in a home and never call or visit? At every question I felt pity at how this society looks at the elderly. How one can think of them as being less human than them, their only fault being that they have lived long. There was one particular man who was so shaky, he could not even eat on his own and this brought tears to my eyes. I wish I had the resources needed to alleviate the pain and anguish they feel at heart at being abandoned by their very own children. There was a time that we all believed that we are ...

GUCHA RIVER

My Everlasting Stream I was so young and naïve yet anxious to discover the source of the fracas. There was resounding joy and glee animated with happy voices, with each step I envisioned what it it could be. “Rosy, come back here!” My harsh mother’s voice rang out. “Am coming”, I retorted. I really intended to be back but not until I fulfilled my mission. I got to it and watched in fascination as children played with water. There was a flow of it, so much of it. I had not seen so much water except that of bathing. They must have been in so much joy as they laughed and jumped up and down in the water. I saw one being swept by the current. This scared the hell out of me, only then did I see her turn around and come back to the others. It was later that I learnt that she was swimming. I remembered then that my mother would abdomish me for disobeying her and ran all the way to her, we were going to visit my grandfather. This was one of those first time things that always l...