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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 ...
The Secret Julie’s face looked a mess as she had been crying for quite a while, she took out a handkerchief and quickly wiped her face as she heard her daughter call out. Talia, her daughter looked at her and came to touch her face with a worried look. “Mum, what is wrong? Did dad beat you again?” Julie shook her head and stood up from the seat and grabbed the utensils from the table and walked to the kitchen. “Mum, why do you allow him to beat you, mum please talk to me”. Julie looked at her daughter, started to say something but her voice was hoarse from so much crying. She coughed to clear her throat and looked at Talia. “Dear, am trying to be strong, kindly understand your father, he is just frustrated at work”. Talia looked at her mother in shock, she could not understand why she was making excuses for him. “He has no right to beat you mum, just because he is frustrated at work, you need to stand up for yourself next time. Am running late I came to pick my clutch bag I left it ...
Motherhood No one tells you how tiresome it would be, how fast you have to make decisions or how fair you have to be. They all brag at how happy it will make you, how proud and how the memories will make you smile all through. The day i discovered i was pregnant with my first child, I was scared at first even after i had the reassurance of my husband that all will be well. I thought of how embarrassing it will be to show around with my bump. I wondered at how i will feel going out to the market, the people’s stares if it would affect me.I worried too much, cried over nothing and lost so much weight vomiting off what i ate. It was an experience that one cannot explain without mentioning, pain, nostalgia, insomnia and cravings. I often wondered what gender it would be, wanted to be surprised at the hospital so opted for no scanning and it paid off. The love i felt the entire time was immense, spoilt for choice on what to eat, cared in every way. I must admit i miss that attention,...
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.