Jimmy the Great

Results-driven data and operations professional with 6+ years of experience in data collection, analysis, reporting, and field coordination across agricultural and contact-centre environments. Proven ability to manage inventory systems, oversee enumerator teams, produce structured reports, and build operational dashboards. Tech-savvy with hands-on CommCare experience, strong Microsoft Suite proficiency, and a track record of meticulous record-keeping and quality assurance.

Adept at translating complex data into clear, actionable insights for diverse stakeholders.

Real-Time Workforce Management Supervisor - One Acre Fund (OAF)

(2025-09 - 2026-03)

• Maintained real-time management information dashboards to monitor operational performance metrics (service levels, AHT, occupancy, ASA, abandonment rates), directly supporting data-driven decision-making.
• Generated and distributed hourly and daily performance reports to stakeholders, ensuring timely and accurate information flow.
• Managed workforce configuration via skill matrix maintenance, ID creation, and skill reconciliation — ensuring accurate agent-capability alignment.
• Monitored call queues, agent adherence, and staffing allocations across multiple channels, adjusting in real time to minimise SLA impact from shrinkage or volume surges.
• Acted as local operational representative for the Telephonic Emergency Centre (TEC), coordinating emergency response protocols.

Centralized Execution Audit Officer (Outbound) - One Acre Fund (OAF)

(2019-01 - 2020-01)

• Led end-to-end survey design and translation processes, collaborating with cross-functional teams to define objectives, target demographics, and key metrics.
• Conducted detailed data analysis of survey responses, applying data visualization techniques to present findings to key stakeholders in clear, actionable formats.
• Ensured accuracy and reliability of survey data through thorough verification and validation processes — a direct parallel to back-check management.
• Coordinated with external translators and analysts, managing multi-language material translation while maintaining survey integrity.

Contact Centre Senior Officer & Follow-Up Assistant - One Acre Fund (OAF)

(2020-01)

• Produced detailed, structured reports for the Follow-Up team, demonstrating strong writing, documentation, and knowledge-management skills.
• Managed case lifecycle — categorisation, information gathering, stakeholder updates, and resolution documentation — maintaining rigorous records in ticketing systems.
• Oversaw performance and coordination of independent contractors, ensuring consistent quality and productivity standards.
• Collaborated across teams on priority management and SLA adherence, demonstrating flexibility and operational agility.

Manual Posting (ERP/POS Systems) - One Acre Fund (OAF)

(2025-10)

• Performed manual posting of daily sales transactions in Odoo ERP and Erply POS, verifying and reconciling entries between point-of-sale and accounting modules.
• Generated daily, weekly, and monthly sales reports and maintained compliance with financial controls — building direct inventory and asset management experience.
• Assisted in troubleshooting discrepancies between Odoo and Erply data exports.

Data Science - Kabarak University

Cybersecurity & Ethical Hacking - Kabarak University

Generative AI for Developers - Moringa School