Joab

Determined, data-driven, and goal-oriented professional with strong technical skills and proven experience in customer service, team leadership, and real-time operations. Adept at problem-solving, communication, and fostering positive work environments to achieve organizational goals with people as a team under minimum supervision.

Customer Service Supervisor/Team Lead at Teleperformance (Majorel Kenya Limited) (2025-10 – Present)

Overseeing daily operations and team management of customer service team

• Create a positive work environment
• Overseeing the day-to-day operations of our customer service team
• Provide support and assigning individual tasks to customer service experts
• Ensuring high-quality service delivery
• Ensuring team meets set performance goals
• Implementing training programs, coaching and calibration sessions
• Monitoring, evaluating and analyzing team performance and metrics to improve operations
• Mentoring, motivating and supporting growth and development

Customer Service Representative at Teleperformance (Majorel Kenya Limited) (2024-10 – 2025-10)

Responding to customer communications and managing administrative tasks

• Responding to customer emails
• Dissemination of information and updates between clients and senior management
• Keeping track of employee contracts
• Placing and following up orders on stationery from our suppliers among other duties given by the management

Real-Time Analyst at CCI Kenya (Call Centre International Kenya) (2024-02 – 2024-10)

Overseeing daily contact center operations and managing real-time performance metrics

• Overseeing daily contact center operations. Track call volumes, agent availability, and performance metrics like service levels and schedule adherence throughout the day
• Handle real-time exceptions, such as unexpected absences, breaks, and training and make adjustments to ensure optimal staffing
• Shift resources or adjust workloads to balance the team and handle unexpected spikes in call or chat volume
• Provide timely updates, alerts, and reports on performance and any issues that arise, and escalate problems to management
• Generate daily, weekly, or monthly reports and use historical data and trends to assist with forecasting requirements
• Help resolve system or routing issues that impact service delivery
• Use data analysis to make immediate adjustments and prevent potential crises
• Schedule and prepare internal audits, trainings, and meetings, including preparation of memos
• Ensuring prompt preparation and emailing of weekly reports

Customer Service Call Centre Agent at CCI Kenya (Call Centre International Kenya) (2019-06 – 2024-02)

Providing customer care services and handling administrative operations

• Customer care services, queries, and complaints handling
• Debt collection
• Data entry and record keeping which includes filing of records
• Dispatch of pay slips and handling of any financial issues between workers and accounts office
• Ensuring confidentiality and security of workers' information
• Dissemination of information and updates between clients and senior management
• Ensuring prompt preparation and emailing of weekly reports
• Schedule and prepare internal audits, trainings, and meetings, including preparation of memos
• Archiving or proper storage of documents and files

Brand ambassador/Influencer marketer at Unilever Company (2019-01 – 2019-05)

Marketing and promoting products through social media and public engagement

• Advertising, marketing and Sales of new products in the market
• Product reviews and feedback
• Representing the company as a public face
• Building valuable working relationships for the company's future
• Administration duties

Kenya Certificate of Secondary Education in KCSE – St. Mary's Kibabii Boys' High School (2013 – 2018)

Kenya Certificate of Primary Education in KCPE – Kakamega Hill School (2003 – 2012)