Brian Wamukota
@brianwamukota
Contact center leader specializing in compliance-driven operations, sensitive intake, and team performance.
KenyaWhat I'm looking for
I am a contact center professional with over five years of experience managing high-volume, sensitive customer interactions and ensuring strict confidentiality and compliance.
As a Team Manager and Acting Operations Manager, I led frontline staff, optimized call flows and reporting, and maintained service continuity under pressure while coaching agents in empathy and emotional control.
Earlier roles as an inbound/outbound agent and a public relations intern trained me in guided interviews, accurate documentation, and managing sensitive stakeholder communications during national and international events.
I bring strong skills in compliance, data integrity, CRM systems, MS Office, and multilingual communication in English and Swahili, and I seek roles where I can improve operational quality, protect sensitive information, and develop high-performing teams.
Experience
Work history, roles, and key accomplishments
Team Manager, Contact Center
CCI Kenya
Oct 2022 - Present (3 years 3 months)
Led frontline contact center teams handling high-volume, sensitive customer calls while ensuring compliance, confidentiality, and quality; trained agents on empathy and performance standards and maintained service consistency under pressure.
Acting Operations Manager
CCI Kenya
Mar 2023 - Dec 2023 (9 months)
Oversaw operational continuity and escalation handling, optimized call flows and reporting accuracy, and coordinated stakeholder resolution for sensitive customer and internal incidents.
Call Center Agent
CCI Kenya
Jul 2021 - Oct 2022 (1 year 3 months)
Handled inbound and outbound calls, performed structured intake and accurate case updates in CRM while maintaining confidentiality and meeting tight quality and turnaround standards.
Public Relations Intern
Ministry of Foreign Affairs
May 2019 - Oct 2020 (1 year 5 months)
Supported official communications for national and international events, drafted reports and press releases, and managed sensitive information with government and media stakeholders.
Education
Degrees, certifications, and relevant coursework
MKMultimedia University of Kenya
Bachelor of Arts, Applied Communication (Public Relations)
2015 - 2018
Completed a Bachelor of Arts in Applied Communication with a focus on Public Relations, covering multimedia communication and stakeholder engagement.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Interested in hiring Brian?
You can contact Brian and 90k+ other talented remote workers on Himalayas.
Message BrianFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
