Alex Mbaka has over 15 years of experience in various aspects Contact Centre deployment, ITES Enablement and Banking. He is particularly versed in the implementation and running of Centres of Excellence and the putting in place processes and applications that allow for a continuously improving customer experience. He is a strategic planner with expertise in running Profit Centres, formulating business continuity plans, identifying & adopting emerging trends to achieve the organization’s bottom line. Alex is currently Heading the Channels Operations for Barclays Kenya where he has in the past headed the Service Quality and Complaints Management department, Ag Head of Customer Service and Headed the Bank’s first transactional Contact Centre. Before joining Barclays Kenya, Alex had garnered tremendous experience in various specialties having worked for Systems Elite, Three Fold LLC, APS and FIMA in the United States of America. He holds a BSC in Computer Science/ Information Systems from Life University in Atlanta USA and certifications from Harvard Business School. He is also a certified Process professional.