# Gilbert Okonda

Gilbert Okonda is a remote worker on Himalayas, Team Manager at Teleperformance Kenya, based in Kenya.

Source: https://himalayas.app/@gilbertokonda

```text
Customer Service Team Manager at Teleperformance Kenya, improving case workflows and reducing repeat escalations.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Kenya |
| Authorized to work in | Kenya |
| Salary expectations | 30k+ USD |
| Job categories | Customer Service Manager, Customer Service, Social Media Manager, Transcriptionist, AI Training Data Reviewer |
| Skills | Customer Service Operations, Service Processes, Process Improvement, Requirements Gathering, Stakeholder Management, KPI Management, SLA Management, Escalation Management, Queue Management, Case Management, Root Cause Analysis, Workforce Planning, Change Management, Data Analysis, Operational Reporting |
| LinkedIn | https://https://www.linkedin.com/in/gilbert-okonda-45360b143/ |

## About

```text
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.
```

## Experience

### Team Manager (current)

[Teleperformance Kenya](https://himalayas.app/companies/tp). Apr 2024 - Present

```text
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.
```

Skills: Jira, Zendesk, Excel, Power-BI, SLA-Management, Process-Improvement, Stakeholder-Management, Team-Leadership, Training, Escalation-Management

### Freelance Transcriptionist & AI Data Reviewer (current)

Upwork, Rev, TranscribeMe. Jan 2022 - Present

```text
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.
```

Skills: Transcription, AI-Content-Review, Prompt-Engineering, Quality-Assurance, Audio-Processing, Attention-To-Detail

### Customer Service Representative

Majorel Kenya. Jun 2021 - Apr 2024

```text
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.
```

Skills: Customer-Service, Voice-support, Ticket-Management, SLA-Compliance, Quality-Assurance, Performance-Monitoring

### Social Media Manager

Oceans Creative Agency. Jan 2020 - Feb 2021

```text
Managed client accounts and kept campaigns on schedule, balancing stakeholder needs. Used Google Analytics and Facebook Insights to adjust campaigns based on performance.
```

Skills: Social-Media-Management, Campaign-Management, Google-Analytics, Facebook-Analytics, Client-Relations

### Communications Intern

Oceans Creative Agency. Jan 2019 - Jan 2020

```text
Helped shape communication strategy and campaign content, and supported SEO and website updates.
```

Skills: Communication-Strategy, Content-Creation, SEO, Website-Management

## Education

### University of Kabianga

Bachelor of Science, Communication and Public Relations. Grade: Second Class Upper Division

```text
Bachelor of Science in Communication and Public Relations, graduated with Second Class Upper Division in December 2019.
```

### Ingotse High School

KCSE Certificate, General Studies

```text
Completed KCSE Certificate in December 2014.
```

## Tech stack

- Google Analytics
- Slack
- Microsoft Teams
- Zendesk
- Jira
- Google Workspace
- Confluence
- Google Sheets
- Microsoft Excel
- Power BI

To contact Gilbert, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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