Douglas K

Results-driven Customer Service and Operations Team Leader with 5+ years of experience leading frontline teams, managing customer escalations, monitoring KPIs, coaching employees, and improving service delivery in fast-paced environments. Proven ability to lead teams of 15–20 associates, maintain high service standards, and deliver 90% customer satisfaction through effective escalation management and customer-focused problem solving. Experienced in stakeholder coordination, performance management, workflow coordination, and service quality.

Strong background in customer service operations, team development, and operational performance.

Customer Support & Operations Team Lead at CALL CENTER INTERNATIONAL (CCI Kenya) (2023-10 – Present)

• Led and coached a team of 15–20 associates, providing daily operational direction and performance feedback to achieve 12% improvement in key metrics.
• Monitored team KPIs and service performance, identifying over 20 performance gaps and implementing corrective actions to maintain operational and quality targets.
• Managed escalated customer and operational cases, driving timely resolutions while maintaining a 90% customer satisfaction rate.
• Partnered with cross-functional stakeholders to investigate service challenges, address process gaps, and improve day-to-day delivery, contributing to a 5% monthly revenue increase through effective customer engagement and upselling.
• Developed frontline capability through targeted coaching, mentoring, performance reviews, and structured follow-up.
• Enforced operational procedures and quality standards, promoting consistent adherence to company policies and customer service requirements.

Customer Service Representative at GLOVO (2021-01 – 2023-10)

• Managed high-volume customer interactions across a fast-paced service environment while consistently meeting productivity and quality expectations.
• Investigated and resolved customer issues, handling escalations and coordinating with internal teams and operational partners to address service disruptions.
• Collaborated with operational teams to identify recurring order and delivery challenges and facilitate appropriate resolutions.
• Orchestrated daily customer interactions, resolving 95% of inquiries on first contact and contributing to a 5% monthly revenue increase through effective engagement strategies.

Bachelor in Economics and Finance – Kenyatta University (2015 – 2020)