Elvis Nyamori

Training and Customer Experience Leader with 7+ years of expertise in operational leadership, quality assurance, and team development within high-volume environments. Skilled at designing and delivering training frameworks, conducting quality audits, and aligning process improvements with business goals. Proven ability to lead trainers and customer service teams, resolve escalations empathetically, and drive measurable impact through KPI achievement, retention strategies, and continuous improvement initiatives.

Customer Experience Manager - Silver Dean Company Ltd, Dlight - Nairobi, Kenya

(2021-11 - 2026-04)

• Defined and executed training strategies aligned with operational goals.
• Led and coached a team of CSRs, fostering a culture of accountability and customer obsession.
• Conducted regular QA reviews, performance check-ins, and structured coaching sessions.
• Partnered with cross-functional teams to identify training gaps and recommend SOP improvements.
• Monitored dashboards and KPIs, ensuring measurable impact on retention and service quality.

Customer Service Representative - Silver Dean Company Ltd, Dlight - Nairobi, Kenya

(2020-10 - 2021-10)

• Delivered empathetic support in high-volume environments, ensuring compliance with service standards.
• Supported onboarding and refresher training for new hires.

Customer Service Representative - Horizon Contact Centres, Telkom Kenya - Nairobi, Kenya

(2018-04 - 2020-07)

• Delivered high-quality customer experiences by resolving inquiries effectively.
• Supported retention and training efforts in a competitive telecom environment.

BSc - Biochemistry - University of Eldoret (2015)