MELINDA KEMUNTO
@melindakemunto
I lead BPO teams to improve customer experience, productivity, quality, and SLA performance.
MalaysiaWhat I'm looking for
At Concentrix Malaysia, I took over an underperforming customer support team and improved CSAT by 8% within four months, helping make it one of the organisation's top-performing teams. I manage KPIs, SLAs, escalations, coaching, and performance interventions with a practical focus on customer experience and delivery.
Previously at Teleperformance Kenya, I led 30+ agents supporting global markets and increased productivity by 31% through targeted coaching and performance monitoring. My background spans operations supervision, quality analysis, and customer care, including quality calibrations, onboarding support, workflow improvement, and client-focused service delivery.
Experience
Work history, roles, and key accomplishments
Team Leader
Concentrix Malaysia
Oct 2025 - Present (11 months)
Led an underperforming customer support team, improving CSAT by 8% within four months. Managed BPO metrics, coaching, performance reviews, and escalations.
Operations Supervisor
Teleperformance Kenya
Oct 2022 - Sep 2025 (2 years 11 months)
Managed a team of 30+ agents supporting global clients, increasing productivity by 31%. Used KPIs and SLAs to drive performance and streamline workforce management.
Quality Analyst
Teleperformance Kenya
Aug 2021 - Sep 2022 (1 year 1 month)
Coached agents on quality and customer experience, conducted calibrations, and trained new agents. Monitored CSAT and quality trends to implement corrective actions.
Customer Care Executive
Teleperformance Kenya
Nov 2020 - Jul 2021 (8 months)
Handled customer interactions across calls, chats, and emails, maintaining a 95% satisfaction rating. Selected to launch a new project that expanded to 300+ employees.
Customer Care Agent
Paddy Micro-Investment
Nov 2019 - Nov 2020 (1 year)
Handled customer enquiries via calls and emails, providing accurate information on financial products and resolving concerns efficiently.
Education
Degrees, certifications, and relevant coursework
Management University of Africa
Bachelor of Arts, Human Resources
2021 -
Pursuing a Bachelor of Arts in Human Resources through online studies, with an expected completion in May 2026.
Kenya Institute of Management
Diploma, Human Resources
2018 - 2019
Completed a Diploma in Human Resources from the Kenya Institute of Management from 2018 to 2019.
St. Cecelia Nangina Girls High School
Kenya Certificate of Secondary Education, General Secondary Education
2014 - 2017
Completed the Kenya Certificate of Secondary Education from 2014 to 2017.
Tech stack
Software and tools used professionally
Availability
Location
MalaysiaAuthorized to work in
Skills
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