GK

Open to opportunities

Gloraia Khakai

@gloraiakhakai

I improve customer experiences and call center performance through workforce management.

What I'm looking for

I’m seeking a remote customer service role where I can support customers, improve operational efficiency, apply workforce management and technical support skills, and contribute to strong team performance.

I’ve supported customer operations at Lifetouch, Call Center International Kenya, and Savannah Brands, handling calls, customer inquiries, sales development, appointments, and issue resolution.

In workforce management as a Real Time Analyst, I monitor schedules and breaks, generate performance reports and dashboards, communicate team performance to clients, and provide technical support by troubleshooting workstation issues and liaising with IT.

I bring more than five years of customer service, call center operations, team coordination, reporting, and remote-work experience. I’m focused on helping customers while improving operational efficiency.

Experience

Work history, roles, and key accomplishments

GK

Workforce Management Analyst

GLORAIAMULIMBA KHAKAI

Oct 2023 - May 2026 (2 years 7 months)

Monitored agent adherence and generated performance reports. Provided technical support and liaised with IT to maintain smooth operations.

Workforce Management Monitoring Reporting Technical Support Problem Solving

LI

Customer Care Agent & Team Captain

Lifetouch

Aug 2022 - Oct 2023 (1 year 2 months)

Handled inbound customer calls and provided solutions to ensure positive experiences. Acted as team point of contact and provided floor support.

Customer Service Call Handling Team Leadership Problem Solving

CK

Call Center Agent

Call Center International (CCI) Kenya

Oct 2021 - Aug 2022 (10 months)

Conducted outbound calls for sales development and client assistance. Coordinated lead follow-ups and documented call outcomes accurately.

Outbound Calling Sales Development Lead Management Data Entry Customer Service Insurance Verification

SO

Sales Representative

Savannah Brands (Kenyan Originals)

Aug 2019 - Sep 2020 (1 year 1 month)

Provided administrative support for sales demonstrations and scheduled appointments. Made high volume outbound calls to prospective customers.

Sales Appointment Setting Outbound Calling Administrative Support KPI Management

Education

Degrees, certifications, and relevant coursework

UC

Utalii College

Diploma, Hospitality

2018 - 2020

Pursued a Diploma in Hospitality, gaining skills in customer service and operations.

WC

Worldwide Computer College

Certificate, Information Technology

2017 - 2017

Completed a short course in Information Technology, covering foundational computer skills.

KS

Kerugoya Girls High School

Kenya Certificate of Secondary Education, General Studies

2012 - 2015

Attained the Kenya Certificate of Secondary Education, completing secondary schooling.

Tech stack

Software and tools used professionally

Salesforce

Zendesk

Interested in hiring Gloraia?

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