Phidelis Mwarenge

Phidelis Mwarenge is a seasoned professional in customer service management, currently serving as Manager of the Contact Center at Dubai Islamic Bank since October 2023, where responsibilities include overseeing customer experience and contact center operations. Prior experience at Gulf African Bank spanned over a decade, culminating in the role of Manager of the Contact Centre, focusing on process optimization, customer service adherence, and brand health assessments. Earlier positions included Team Leader and Contact Centre Agent, where Phidelis honed skills in team management, customer feedback analysis, and CRM reporting. Additionally, experience at Kencall as a Performance Development Coach and Contact Centre Agent provided foundational expertise in customer interaction and service excellence. Phidelis holds a Higher Diploma in Business Management from ABE UK and a Bachelor of Commerce from Gretsa University, complemented by training from the Institute of Customer Service in London.