Juma Irene

BPO operations professional with over 8 years of experience supervising teams delivering data annotation, labeling, and online production projects. Skilled in team leadership, client and stakeholder management, performance monitoring, and quality assurance across fast-paced, deadline-driven environments. Proficient in building Excel-based dashboards and trackers for productivity, quality, and SLA reporting.

Recognized for building high-performing teams, maintaining strong client relationships, and driving consistent, measurable production results.

Supervisor – Data Annotation & Online Projects - Digital Divide Data (DDD) - Kenya

(2023-11)

• Supervise a team delivering data annotation and online production projects, allocating tasks by skill and workload to meet client-defined production targets.
• Serve as primary point of contact for client and stakeholder communication, translating project requirements into daily team instructions and clarifying deliverables.
• Build and maintain Excel dashboards and trackers to monitor daily output, quality scores, and team performance against SLA targets.
• Run quality control checks on annotation output, coordinating with QA and clients to resolve discrepancies before final sign-off.
• Deliver onboarding and refresher training on annotation tools, guidelines, and project-specific workflows.
• Conduct post-project reviews with stakeholders and prepare performance summaries for management reporting.

Team Lead – Data Operations - Digital Divide Data - Kenya

(2019-03 - 2022-10)

• Led a team of 25 staff across data entry and annotation-related production lines, coordinating shift schedules to sustain continuous output.
• Tracked individual and team performance using Excel-based logs and reports, flagging trends to management for corrective action.
• Reviewed completed work for accuracy and compliance with client specifications prior to delivery.
• Coached underperforming team members, reinforcing quality standards and productivity expectations.
• Acted as escalation point between team and clients/stakeholders for project queries and deadline changes.

Data / Annotation Operator - Digital Divide Data - Kenya

(2015-03 - 2019-03)

• Processed high volumes of data entry and annotation tasks against strict client turnaround times and quality benchmarks.
• Verified own output against quality guidelines, correcting errors prior to submission for review.
• Adapted quickly across multiple client projects and tools, maintaining consistent accuracy under changing requirements.

Sales Assistant - Liberty Insurance - Nairobi

(2014-10 - 2014-12)

• Supported client-facing sales processes, maintaining accurate records of client interactions and follow-ups.

Diploma - Archives and Records Management - Kenya Institute of Management (KIM) (2022-12)

High School Certificate - Ogenya Girls High School (2011-11)