Kennedy Lukilah

Advised multiple clients, including a global tech startup, on BPO strategies, achieving a 20% improvement in operational efficiency within six months. Designed and implemented tailored workflows for data annotation projects, reducing turnaround times by 25% while maintaining quality standards above 95%. Collaborated with small-to-medium enterprises to optimize their content moderation processes, r

Directed Trust and Safety content moderation operations, maintaining accuracy scores above 94% and enhancing global user safety. Introduced daily policy knowledge refresher sessions, reducing policy errors by 15% and boosting compliance rates. Strengthened client communication, resulting in additional subprojects and a revenue increase from €200K to €550K per month.

Managed Computer Vision & Natural Language Processing projects, consistently exceeding quality and delivery benchmarks. Introduced milestone tracking and risk mitigation measures, reducing project delays by 20%. Strengthened cross-functional collaboration, fostering a culture of accountability and efficiency.

Oversaw Trust and Safety operations with a team of 200+, maintaining quality scores above 95%. Scaled project teams from 20 to 300 within six months, resulting in consistent revenue growth and internal stakeholder satisfaction. Aligned leadership teams to a shared vision, fostering team motivation and performance consistency.

Collaborated with clients to implement weekly calibration sessions, improving quality and trust. Expanded workflows to meet growing client demands while ensuring service excellence. Scaled project operations from 30 to 280 agents in under 7 months while surpassing KPIs.

Directed end-to-end operations for over 50 research projects annually, achieving an average survey accuracy rate of 95%+. Managed a team of 40+ call center agents conducting political, economic, and cultural research across multiple markets. Enhanced survey design accuracy by collaborating closely with scripting and data analysis teams, ensuring actionable client insights.

Supervised a team of 15\u201320 agents, ensuring optimal call volume management and adherence to quality standards. Upskilled team members to deliver superior customer service, boosting client retention rates.

Completed a Master of Business Administration program, focusing on advanced business strategies and management principles. Gained expertise in various aspects of business leadership and operations.

Obtained a Higher Diploma in Management Information Systems, focusing on the intersection of business and information technology. Developed skills in managing information systems to support organizational objectives.