Brian Ontiri

Transcribed live phone conversations into real-time captions for deaf or hard-of-hearing individuals while preserving speaker tone and intent. Adapted to accents and background noise and collaborated with supervisors to improve captioning quality.

Audited customer interactions to ensure adherence to Utilita service standards and regulatory requirements. Delivered actionable feedback, identified recurring knowledge gaps, and maintained quality reports and dashboards for performance tracking.

Evaluated customer service calls across fintech, insurance, and mobility brands and ran calibration sessions to ensure consistent scoring and feedback. Designed brand-specific quality improvement initiatives, tracked agent performance trends, and partnered with training teams to address gaps.

Handled inbound and outbound calls for Angaza solar customers, resolving billing and technical issues and educating customers on product usage and payment plans. Logged accurate CRM updates, escalated complex cases to technical teams, and delivered empathetic, solution-focused support to achieve strong CSAT.

Supported SWVL customers with trip bookings, cancellations, and app navigation while resolving service disruptions and coordinating with operations for timely updates. Provided multilingual support across chat, email, and voice channels and documented feedback to inform product and service improvements.

Managed supplier communications and supported internal order fulfillment to ensure timely procurement and stock movement. Coordinated operational activities to keep orders progressing smoothly.

Supported procurement activities including supplier vetting, logistics coordination, and stock issuing. Contributed to order and supply processes to support institutional operations.

Completed a Diploma in Purchasing and Supplies Management at the Kenya Institute of Management in 2020.

Completed a Certificate in Business Management at the Kenya Institute of Management in 2018.