At Teleperformance Kenya, I run service processes for how cases are logged, routed, escalated, and closed. I work with clients and stakeholders to turn their needs into workflow changes, and use Jira and Zendesk to track tickets and SLAs.
GO
Looking for a job
Gilbert Okonda
@gilbertokonda
Customer Service Team Manager at Teleperformance Kenya, improving case workflows and reducing repeat escalations.
KenyaExperience
Work history, roles, and key accomplishments
TK
Current
Team Manager
Teleperformance Kenya
Apr 2024 - Present (2 years 5 months)
Owns day-to-day service processes, manages stakeholder expectations, and uses Jira and Zendesk for ticket tracking and SLA monitoring. Leads onboarding, training, and engagement initiatives while handling escalations and coaching the team.
UT
Current
Freelance Transcriptionist & AI Data Reviewer
Upwork, Rev, TranscribeMe
Jan 2022 - Present (4 years 8 months)
Reviews AI-generated content for accuracy and consistency, and builds and tests prompts to evaluate AI responses. Transcribed over 1,000 hours of audio at 99% accuracy within 24-48 hour turnarounds.
MK
Customer Service Representative
Majorel Kenya
Jun 2021 - Apr 2024 (2 years 10 months)
Handled customer queries across voice and ticket channels while meeting productivity, quality, and attendance targets. Managed a heavy caseload within SLA and policy, and flagged performance trends to the team lead.
OA
Social Media Manager
Oceans Creative Agency
Jan 2020 - Feb 2021 (1 year 1 month)
Managed client accounts and kept campaigns on schedule, balancing stakeholder needs. Used Google Analytics and Facebook Insights to adjust campaigns based on performance.
OA
Communications Intern
Oceans Creative Agency
Jan 2019 - Jan 2020 (1 year)
Helped shape communication strategy and campaign content, and supported SEO and website updates.
Education
Degrees, certifications, and relevant coursework
University of Kabianga
Bachelor of Science, Communication and Public Relations
Grade: Second Class Upper Division
Bachelor of Science in Communication and Public Relations, graduated with Second Class Upper Division in December 2019.
IS
Ingotse High School
KCSE Certificate, General Studies
Completed KCSE Certificate in December 2014.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
KenyaAuthorized to work in
Salary expectations
30k+ USD
Social media
Job categories
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