# Gloraia Khakai

Gloraia Khakai is a remote worker on Himalayas, Workforce Management Analyst at GLORAIAMULIMBA KHAKAI, based in Kenya.

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

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

| Detail | Value |
| --- | --- |
| Availability | Open to opportunities |
| Location | Kenya |
| Authorized to work in | Kenya |
| Job categories | Customer Service Representative, Workforce Management Analyst, Call Center Representative, Customer Support Specialist, Technical Support Specialist, Sales, Team Lead, Data Analyst, Customer Service Representative (CSR), Customer Service Associate, Sales And Customer Service Representative, Customer Support Agent, Customer Service |
| Skills | Customer Service, Customer Support, Phone Support, Email Support, Chat, Remote Work, Workforce Management, Team Coordination, Technical Troubleshooting, IT Support, Reporting, Data Analysis, Dashboarding, Salesforce, Zendesk, Five9, Microsoft Word, Excel, PowerPoint, Slack, CRM Systems, Conflict Resolution, Leadership, Phone Communication |

## What I'm looking for

```text
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.
```

## About

```text
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

### Workforce Management Analyst

GLORAIAMULIMBA KHAKAI. Oct 2023 - May 2026

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

Skills: Workforce-Management, Monitoring, Reporting, Technical-Support, Problem-Solving

### Customer Care Agent & Team Captain

Lifetouch. Aug 2022 - Oct 2023

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

Skills: Customer-Service, Call-Handling, Team-Leadership, Problem-Solving

### Call Center Agent

Call Center International (CCI) Kenya. Oct 2021 - Aug 2022

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

Skills: Outbound-Calling, Sales-Development, Lead-Management, Data-Entry, Customer-Service, Insurance-Verification

### Sales Representative

Savannah Brands (Kenyan Originals). Aug 2019 - Sep 2020

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

Skills: Sales, Appointment-Setting, Outbound-Calling, Administrative-Support, KPI-Management

## Education

### Utalii College

Diploma, Hospitality. 2018 - 2020

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

### Worldwide Computer College

Certificate, Information Technology. 2017 - 2017

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

### Kerugoya Girls High School

Kenya Certificate of Secondary Education, General Studies. 2012 - 2015

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

## Tech stack

- Salesforce
- Zendesk

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

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