Open to opportunities

Brian Allan waithaka

@brianallanwaithaka

Message

I’m a Real-Time Analyst combining customer support and data-driven reporting to keep operations on target.

Kenya

Message

What I'm looking for

I’m looking for a role where I can own real-time monitoring and performance reporting, coordinate scheduling to meet service levels, and support customers and teams in a fast-paced, target-driven environment—using data and clear communication to drive results.

I’m a dedicated, results-driven professional with over 3 years of experience across corporate customer support, real-time operations, and retail sales in fast-paced, target-driven environments.

In my Real-Time Analyst role (Belk Campaign, CCI Kenya), I monitored real-time performance metrics, agent status, and queue health to maintain agreed service levels. I generated and analyzed daily reports on occupancy, schedule adherence, shrinkage, and service levels, using Excel, Google Sheets, and real-time dashboards to support leadership decisions.

I coordinated intraday staffing changes in collaboration with WFM and Operations teams, ensuring the right support at the right time. I also handled scheduling tasks such as shift swaps, break adherence, and short-term forecasting, and I was promoted into the Real-Time Analyst role due to strong performance, attention to detail, and reliability.

Earlier, as a Customer Service Representative (Shipt Campaign, CCI Kenya), I delivered multi-channel customer support by resolving order issues and inquiries while maintaining high customer satisfaction through empathetic, solution-oriented service. Before that, I supported sales and customer acquisition in retail—promoting and selling home appliances through product demonstrations, building lasting client relationships, and maintaining accurate documentation using CRM systems—so I bring both operational precision and customer-focused results.

Experience

Work history, roles, and key accomplishments

Current

Sales Customer Service Representative

Current

Oasis

May 2026 - Present (2 months)

Deliver frontline sales and customer service support for the Travel Pass campaign under the TPG account, handling inbound and outbound customer interactions. Maintain accurate interaction and sales records while converting inquiries into sales.

Frontline Sales Customer Service Customer Retention Record keeping Reporting

Current

Music Producer (Beats)

Current

Neartipsy

Independently produced and sold original music beats to artists across Kenya. Managed beat licensing and sales negotiations and developed a creative portfolio focused on sound quality and market trends.

Beat Licensing Negotiation Sound Quality Artist Specific Tailoring

Real-Time Analyst

CCI Kenya

Apr 2024 - May 2025 (1 year 1 month)

Monitored real-time performance metrics, agent status, and queue health to maintain agreed service levels for the Belk campaign. Coordinated intraday staffing changes and produced daily operational reports for leadership review.

Monitoring Queue Health Schedule Adherence Reporting Shrinkage Reporting Excel Google Sheets Pivot Tables XLOOKUP Conditional Formatting Break Adherence

Customer Service Representative

CCI Kenya

Dec 2022 - Mar 2024 (1 year 3 months)

Provided multi-channel customer support for the Shipt campaign (phone and chat), resolving order issues and customer inquiries. Documented interactions in CRM systems and supported performance against KPIs such as AHT, resolution rate, and adherence.

Customer Support Phone Support Customer Satisfaction Conflict Resolution KPI Management AHT Handling Product Updates And Policy Changes

Participant

Kazi Mtaani

Mar 2020 - Sep 2020 (6 months)

Participated in community-based environmental cleanups and outreach programs through the Youth Empowerment Program. Worked as part of organised project teams and contributed to community efforts.

Environmental Clean Up Community Outreach Teamwork

Volunteer – Content & Production Support

Transworld Radio

Mar 2019 - Jun 2019 (3 months)

Supported script writing, content creation, voice-over work, and audio editing for radio programs. Gained experience in deadline-driven creative production and collaborating with different stakeholders.

Script Writing Content Creation Voice Over Audio Editing Deadline Driven

Sales Representative

Von Hotpoint

Promoted and sold Von Hotpoint home appliances to retail customers using product demonstrations and consultative selling. Supported lead generation through promotional materials and provided after-sales support and product guidance to drive repeat business.