Eugene Midega

Results-driven Customer Experience and Sales Team Leader with 12+ years of combined experience across telesales, customer care, retention, sales support and contact-centre operations. Progressed from Sales Agent to Team Leader at M-KOPA, leading teams through coaching, KPI management, quality assurance, CRM/ticket management, performance reporting and customer escalation resolution. Experienced in remote-ready customer support operations, outbound engagement and sales campaigns, including SMS-based customer/DSR communication that supports lead engagement and sales conversion.

Team Leader at M-KOPA Kenya (2026-01 – Present)

Lead and coach a high-performing telesales and customer care team, supporting productivity, customer experience and sales performance.

• Conduct call quality evaluations and coach agents on customer experience, objection handling, sales techniques and process adherence.
• Monitor KPIs including sales, customer satisfaction, QA, talk time, conversion and schedule adherence, using performance data to drive coaching and improvement.
• Manage customer escalations and support timely resolution while maintaining service quality and compliance.
• Manage Freshdesk tickets and customer follow-ups, supporting efficient queue management and service-level performance.
• Use 3CX and CRM systems to monitor call activity, customer engagement and team performance.
• Send targeted SMS communications to DSRs through the SMS Leopard platform at least three times daily to improve lead engagement, follow-up and sales activity.
• Support sales growth through structured outbound follow-ups, campaign execution, lead distribution and performance tracking.
• Led a campaign that achieved 351 sales against a target of 350.
• Promoted internally from Sales Agent to Team Leader.

Sales Agent at M-KOPA Kenya (2022-01 – 2025-12)

Delivered customer care and telesales support to customers across product, payment, upgrade and retention journeys.

• Assisted customers with product information, payments and upgrades while identifying appropriate sales opportunities.
• Handled customer complaints and follow-ups through CRM/ticketing processes.
• Achieved sales and service targets while maintaining compliance and customer-service standards.

Sales Support at StarTimes Media (2019-01 – 2022-12)

Provided frontline customer care support and assisted customers with subscriptions, activations and payment inquiries.

• Supported call-centre operations, reporting and customer follow-up activities.

Personal Assistant at Selco Traders Ltd (2016-01 – 2018-12)

Supported procurement and administrative operations.

Financial Advisor at Prudential Life Assurance (2014-01 – 2015-12)

Developed new business and advised clients on insurance solutions.

Certificate in Business Management – Komarock College of Business Studies