Brian Wamae
@brianwamae
I lead contact-centre teams to improve customer satisfaction, productivity, and service performance.
KenyaWhat I'm looking for
At Teleperformance Kenya, I supervised a multi-agent customer service team, improving productivity by an estimated 20%, maintaining CSAT above 90%, and reducing AHT by approximately 15% through coaching and workflow improvements.
I use Zendesk to manage queues, track SLAs, resolve escalations, and report performance data. I also train team members, partner with clients and stakeholders, support recruitment, and bring a customer-centric, accountable approach to service operations.
Experience
Work history, roles, and key accomplishments
Customer Service Supervisor
Teleperformance Kenya
Jan 2022 - Jul 2026 (4 years 6 months)
Supervised a multi-agent customer service team, improving productivity by 20% and maintaining CSAT above 90%. Reduced AHT by 15% through coaching and process redesign.
Customer Service Representative
Teleperformance Kenya
Mar 2021 - Dec 2021 (9 months)
Provided customer support via phone, chat, and email, resolving over 60 inquiries daily. Used Zendesk for ticket management and consistently met quality and satisfaction targets.
Legal Intern – Front Office & Case Support
Karugu Mbugua & Co. Advocates
Nov 2019 - Mar 2021 (1 year 4 months)
Managed front-office operations, scheduled client meetings, and organized case files. Assisted with drafting and filing documents while maintaining confidentiality and deadlines.
Legal Experience
Ministry of Foreign Affairs & Kiambu Law Courts
Jan 2017 - Dec 2018 (1 year 11 months)
Conducted research, prepared reports, and managed sensitive documentation. Implemented a filing improvement that reduced document retrieval time by 30%.
Education
Degrees, certifications, and relevant coursework
Kenyatta University
Bachelor of Laws (LLB), Law
2015 - 2020
Bachelor of Laws (LLB) degree from Kenyatta University, completed in 2020.
ACK St. Andrew's Computer College
Certificate, Computer Packages, Graphic Design & Community Development
2015 - 2015
Certificate in Computer Packages, Graphic Design & Community Development from ACK St. Andrew's Computer College, completed in 2015.
Nyeri High School
KCSE, Secondary Education
2011 - 2014
Kenya Certificate of Secondary Education (KCSE) from Nyeri High School, completed in 2014.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Salary expectations
Job categories
Skills
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