Samuel Onsongo

I began my career in Customer Service in the Contact Center space (BPO) , but a few years ago, I was drawn to operational management and immediately after that my interest grew into Businnes Process Management. I've always been known to follow process and rightfully so i always look at not only adhereing to processs but to also ways to make those proceses simple, effective and efficient .

So in the last 4 years , I've been building a career as a process driven expert .

In my current role , process improvement has been a personal focus, especially concerning support and operations processes. In the last year alone, i worked with the various operations team to recreate core business processes with the goal of improving efficiency, performance , product output, quality, or reducing costs. Typically, I was the lead in the analysis of the workflows, finding processes that are sub-par or inefficient, and figuring out ways to get rid of them or change them.

I did this by removing non value steps, reviewing the existing steps , reviewing the control and measuring point and finally the Business KPI's .

The out come of this has been team alignment, increased prductivity, elimination of any errors and rework caused by multiple handoffs.

Business Process Management Skills - Analysis, Building, Documenting & Implementing

Effective Project leadership and management skills - application of processes, methods, skills, knowledge and experience to achieve specific project objectives

Contact Center Management Skills - Operations, Quality, Workforce, Reporting, Training & Processses

Bachelors Degree - Gen Mathematics