Beltah Kenya

I’m an Operations and service delivery leader with 5+ years of remote-compatible experience managing global workstreams, leading distributed support teams, and building scalable operational processes. I bring a strong ownership mindset and high initiative, focused on reducing repeat incidents and improving customer satisfaction in fast-paced environments.

Since March 2022, I’ve served as Service Delivery Lead at Teleperformance Kenya, managing end-to-end operational performance across three production support workstreams with 40+ agents across multiple shifts. I design shift patterns and on-call rotations to ensure 24/7 service continuity, and I act as the primary escalation point for major incidents—leading triage and communication to reduce average time to resolve (TTR) by 30%. I drive RCA for recurring issues, implementing corrective actions that cut repeat incidents by 35% over 6 months, while building runbooks and onboarding documentation that reduced new-hire ramp-up time from 4 weeks to 2.5 weeks.

Earlier at Jumia Kenya, I worked as an Operations Analyst, monitoring daily KPIs using SQL and automated dashboards and surfacing risks 24–48 hours before SLA breaches. I coordinated shift capacity planning during peak campaigns for 98% on-time service delivery, standardized 12 operational workflows as part of process improvement, and automated routine reporting with Python/Bash to cut manual effort by 40%—all while maintaining zero data compliance incidents by strictly adhering to InfoSec and data-handling protocols.