Open to opportunities

Duan Mugwe

@duanmugwe

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Dedicated professional specializing in quality analysis and digital marketing.

Kenya

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What I'm looking for

I am looking for a role that offers growth opportunities and values collaboration.

I am a dedicated and versatile professional with extensive experience in the BPO sector, specializing in quality analysis, digital marketing, and lead generation. My strong skills in team management, conflict resolution, and training, combined with a keen eye for detail, enable me to thrive in fast-paced environments. I consistently deliver high-quality results while maintaining excellent communication and time-management skills.

Throughout my career, I have held various roles, including Non-Voice Account Associate at Salaria Sales Solutions, where I focused on lead generation and digital marketing strategies. As a Quality Analyst at Samasource Kenya Limited, I coached and trained agents, analyzed work output against standards, and collaborated with team leaders to address quality gaps. My experience as a Full-Time Reviewer and Agent further honed my ability to provide constructive feedback and support team performance.

Experience

Work history, roles, and key accomplishments

Non-Voice Account Associate

Salaria Sales Solutions

Jan 2022 - Jan 2023 (1 year)

Responsible for lead generation and nurturing, implementing digital marketing strategies, and conducting internet research and data entry tasks.

Lead Generation Digital Marketing Communication

Quality Analyst

Samasource Kenya Limited

Dec 2020 - Jan 2022 (1 year 1 month)

Coached and trained agents, analyzed work output against standards, conducted client meetings, and managed team performance through statistical data analysis.

Coaching Training Statistical Analysis

Full-Time Reviewer

Samasource Kenya Limited

Dec 2019 - Dec 2020 (1 year)

Provided feedback on agents' work output, supported team leaders in coaching, and recorded performance data for reviews.

Agent

Samasource Kenya Limited

Nov 2017 - Nov 2019 (1 year 11 months)

Delivered services including image annotation and video segmentation, and conducted web research tasks for assigned projects.

Designer/Developer

Pixel Artisan

Jan 2017 - Feb 2017 (1 month)

Engaged in UI/UX design and web development, lead generation, and client service delivery.

UI UX Design Web Development Lead Generation Client Services Coding

Education

Degrees, certifications, and relevant coursework

Presbyterian University

Diploma, Theological Education

2020 -

Pursuing a Diploma in Theological Education by Extension (T.E.E).

Nairobits School of Digital Design

Diploma, Web and Graphic Design

2017 - 2017

Earned a Diploma in Web and Graphic Design and a Diploma in Sexual and Reproductive Health and Human Rights (SRHR).

Samasource

Certificate, Internet Research and Image Annotation

2017 - 2017

Completed a Certificate in Internet Research and Image Annotation, covering modules such as Digital Literacy, Internet Research, Image Annotation, and Work Readiness.