Maina Michael

Skilled senior customer service operations manager and customer service-driven individual with 10+ years of experience in customer management, with a proven track record in customer service, operations management, and marketing. Adapt to team leadership, problem-solving, customer management, strategic planning, effective communication, and self-actualization and goals of the institution.

Quality Assurance Analyst at Techno Brain BPO(ITES) Limited (2023-06 – 2025-03)

Monitor assigned Staff/Operators and provide feedback on areas needing improvement, evaluate performance quality, conduct monitoring sessions, and ensure quality policies are followed.

• Monitor assigned Staff/Operators and provide feedback to the Reps on the areas that need improvement
• Evaluate progress of Staff/Operators' performance, quality, etc.
• Conduct monitoring sessions and communicate changes, updates, etc. based on client feedback
• Monitor requirements and adhere on a daily/weekly/monthly basis
• Conduct program education classes as directed by Management
• Review quality assurance concerns with Team Leaders in a timely and effective manner
• Respond to QA-related inquiries from Operations and corresponding Departments
• Ensure that quality policies and procedures are communicated and followed
• Troubleshoot low-performing programs and provide suggestions for improvement
• Participate in calibration sessions to ensure that all teams are aligned with the KPIs
• Finalize reports on audit updates and errors
• Assist in setting QA guidelines to be implemented for existing employees and new hires
• Maintain Quality Files for agents including Quality Monitoring Forms, Quality Assurance Agreements, and other required documentation
• Perform other duties as assigned

Customer Service Manager at Techno Brain BPO(ITES) Limited (2023-01 – 2025-03)

Motivated and supported agents through feedback and communication, measured KPIs, conducted performance reviews, managed call center agent team, and handled hiring and onboarding.

• Motivated and supported agents through feedback and communication
• Measured KPIs such as inbound calls, call waiting, and call abandonment
• Conducted performance reviews and monitored agent performance
• Communicated company information and presented commendations
• Prepared monthly and annual performance reports
• Created targets and goals for improvement
• Provide product/service information by answering questions and helping
• Keep track of employee attendance and ensure work procedures are complied with
• Creates targets and goals for improvement. Managing and overseeing a call center agent team
• Create and maintain files on each agent as they relate to attendance, production, and reviews
• Assist in hiring and onboarding new employees

Customer Service Manager at DukaBet Kenya (2022-03 – 2023-01)

Supervised day-to-day operations in the customer service department, responded to customer service issues promptly, created effective customer service procedures, policies, and standards.

• Supervising day-to-day operations in the customer service department
• Responding to customer service issues promptly
• Creating effective customer service procedures, policies, and standards
• Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis
• Implementing an effective customer loyalty program
• Maintaining accurate records and documenting all customer service

Operations Manager at SPORTYBET KENYA (2021-08 – 2022-03)

Developed and implemented operational strategies, contributed to long-term planning, led and motivated teams, managed budgets, implemented quality control measures, and oversaw daily operations.

• Develop and implement operational strategies aligned with the company's overall goals
• Contribute to long-term planning and initiatives for organizational success
• Ensure the company's vision and process ideals are supported
• Streamline and optimize business processes to improve efficiency and reduce costs
• Ensure compliance with relevant regulations and standards
• Team Leadership & Management: Lead, motivate, and supervise teams to achieve operational goals
• Recruit, train, and manage staff effectively
• Conduct performance appraisals and provide feedback
• Manage budgets and allocate resources effectively
• Oversee inventory and supply chain management
• Implement and maintain quality control measures
• Ensure products and services meet quality standards
• Communicate effectively with internal and external stakeholders
• Prepare and present reports on operational performance
• Keep management informed of key issues
• Manage relationships with partners and vendors
• Oversee daily operations of the company and support the work of executives

Diploma in Graphic Design and Multimedia – Shang Tao Multimedia and Animation, Nairobi (2006 – 2006)

Certificate in Computer and Technical Systems – Technical Development Center (2008 – 2008)

Certificate in Electronic and Electrical Installations – Nairobi Technical Training Institute (2007 – 2007)