Tony Kiambi

Results-driven operations professional with extensive experience across customer service, fraud analysis, data reporting, research, and administrative support roles. Brings a strong analytical mindset developed through hands-on work in high-volume contact centers, financial risk environments, and research-driven institutions. Demonstrated ability to evaluate performance trends, document and improve processes, support team capability development, and maintain high standards of accuracy, compliance, and service delivery.

Currently strengthening technical expertise through Data Analytics and Python Essentials training, with a proven record of adaptability, continuous learning, and accountability in both on-site and remote environments.

Quality Assurance Analyst at Teleperformance (2026-02 – Present)

Conduct quality evaluations and provide coaching to ensure compliance and service excellence

• Conduct call, chat, and email evaluations against client and internal quality standards to ensure compliance and service excellence
• Provide structured, actionable feedback and coaching to Customer Experts to improve performance and customer experience
• Participate in calibration sessions with operations and clients to maintain scoring consistency and alignment
• Analyze quality data to identify performance trends, root causes, and training opportunities
• Prepare QA reports and dashboards to support operational decision-making and continuous improvement initiatives
• Monitor adherence to compliance requirements, communication standards, and process guidelines
• Collaborate with Team Leaders and Trainers to support agent development plans and nesting support
• Drive quality improvement initiatives aimed at increasing CES scores, reducing errors, and improving first-contact resolution

Customer Service Representative/Expert at Teleperformance (2025-01 – 2026-01)

Handle customer interactions across email and chat channels while meeting service-level and quality benchmarks

• Handle customer interactions across email and chat channels while consistently meeting service-level and quality benchmarks
• Identify recurring customer issues and operational gaps, escalating insights to support service improvement initiatives
• Maintain strict adherence to data protection, internal controls, and communication standards
• Act in SME capacity to regularly assist both nesting and tenured agents
• Demonstrate strong product knowledge and communication techniques that support first-contact resolution

Customer Service Professional at TeleSky Limited (2024-01 – 2025-12)

Managed high call volumes while balancing efficiency, accuracy, and customer satisfaction with fraud detection capabilities

• Managed high call volumes while balancing efficiency, accuracy, and customer satisfaction
• Reviewed transactional activity and interaction patterns to identify irregular behavior and reduce exposure to fraud
• Produced analytical summaries and reports used to assess trends, risks, and operational effectiveness
• Supported internal reviews by documenting procedures and reinforcing compliance requirements
• Worked closely with supervisors and peers to share best practices and improve handling consistency

Fraud Detection Analyst at Smile ID (2025-01 – 2025-12)

Conducted in-depth analysis of transactional data to identify suspicious patterns and potential fraud risks

• Conducted in-depth analysis of transactional data to identify suspicious patterns and potential fraud risks
• Collaborated with compliance, engineering, and risk teams to refine detection workflows and response protocols
• Prepared detailed reports outlining trends, risk indicators, and investigation outcomes
• Reviewed internal controls and contributed recommendations aimed at strengthening system integrity

Virtual Assistant at Upwork (2021-01 – 2024-12)

Provided administrative and operational support to multiple clients in fully remote environments

• Provided administrative and operational support to multiple clients in fully remote environments
• Managed inboxes, documentation, scheduling, and digital records with high accuracy and confidentiality
• Analyzed datasets using Microsoft Excel to support reporting, planning, and decision-making
• Maintained structured filing systems that improved document retrieval and reporting efficiency

Research Intern at Kenya Industrial Research and Development Institute (KIRDI) (2020-01 – 2021-12)

Analyzed economic and market data to assess the impact of imported goods on local industries

• Analyzed economic and market data to assess the impact of imported goods on local industries
• Collected quantitative and qualitative data through surveys and stakeholder interviews
• Compiled analytical reports and presented findings to inform policy and strategic decisions

Intern at County Government of Kiambu (2019-01 – 2020-12)

Supported data collection and analysis for community development and public sector projects

• Supported data collection and analysis for community development and public sector projects
• Assisted in preparing performance reports, forecasts, and planning documentation
• Engaged with stakeholders to gather insights and validate project requirements

Election Official at Independent Electoral and Boundaries Commission (IEBC) (2017-01 – 2022-12)

Oversaw electoral processes at polling stations, ensuring strict adherence to regulations and timelines

• Oversaw electoral processes at polling stations, ensuring strict adherence to regulations and timelines
• Supervised staff, coordinated logistics, and ensured secure handling of sensitive materials
• Resolved voter issues, verified eligibility, and compiled official polling station reports

Bachelor of Science in Leather Science & Technology – University of Nairobi (2016-01 – 2020-12)

Certified Public Accountant (CPA) in Accounting – KCA University

Certificate in Python Essentials – Cisco Networking Academy

Certificate in Data Analytics Essentials – Cisco Networking Academy