Lilian Njue

Lilian Njue is a customer service professional with over six years of experience in call center operations and quality coaching. She currently works as a Quality Coach at Teleperformance, where she monitors and evaluates agent performance, delivers coaching and feedback, supports training initiatives, and uses data analysis to drive improvements in customer experience. Prior to this, she spent nearly three years as a Customer Service Representative at Teleperformance, handling calls, chats, and emails across platforms like Zendesk, Salesforce, and Beehive, and two years at Horizon Contact Centre managing inbound calls and customer accounts using Genesys. Her career began in retail and public service — including a role assisting Kenya's electoral commission with voter registration verification and polling station oversight — experiences that shaped her ability to stay calm, organized, and people-focused under pressure. Lilian holds an Advanced Diploma in Procurement from the Nairobi Institute of Business Studies. She is passionate about turning good customer service into great service — for customers and for the agents she coaches — and is fluent in both English and Swahili.

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