Kennedy Said

Lead real-time operational decisions to maintain inbound SLA performance and ensure staffing coverage. Set, track, and analyze departmental KPIs, delivering actionable insights to management.

Produced forecasts and management reports supporting departmental performance objectives. Worked with supervisors and cross-functional teams to address recurring customer issues and streamline processes.

Led inbound customer service teams across multiple client projects, ensuring strong performance, quality compliance, and SLA achievement. Managed recruitment, onboarding, training, and development of customer service staff.

Managed escalations and supported agents to ensure delivery of excellent service. Conducted coaching, training, and performance evaluations to uplift agent performance.

Monitored calls to ensure compliance with quality standards and communication guidelines. Implemented coaching interventions for underperforming agents based on quality reviews.

Handled inbound customer calls, verified client information, and provided accurate guidance. Resolved customer inquiries in line with service procedures and documentation standards.

Led sales teams, motivated staff, and drove target achievement.

Pursuing a Bachelor's Degree in Applied Data Science, ongoing since September 2024.

Pursuing a Diploma in Project Management, ongoing since April 2025.

Completed a Certificate in Customer Service and Leadership in August 2019.