Open to opportunities

michael billy

@michaelbilly

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Customer-focused data professional skilled in customer relations, data annotation, and reporting.

Kenya

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What I'm looking for

I seek a role combining customer-facing responsibilities with data-driven work, emphasizing collaborative culture, opportunities to improve processes, mentorship, and measurable impact.

I am an energetic self-starter with a Bachelor of Science in Statistics and hands-on experience across customer care, data annotation, stock control, and field data collection. I consistently deliver high-quality results, from maintaining 98%+ annotation accuracy to improving CSAT scores from 86% to 94% through empathetic, solution-focused support.

At Sunking I managed 80–100 calls daily, achieved a 94% FCR and 98% ticket accuracy while mentoring new hires to improve team performance by 15%. As a content moderator/data annotator I partnered with ML engineers and project managers to refine labeling guidelines, reduce annotation ambiguities, and maintain QA error rates below 2%.

I am proficient with Excel and Google Sheets for reporting, SPSS and Project R for analytics, and tools such as Ameyo, Freshdesk, and Zendesk. I seek roles where I can combine customer-facing excellence with data-driven insights to improve processes, product quality, and user outcomes.

Experience

Work history, roles, and key accomplishments

Customer Care Executive

Sunking

Handled 80–100 inbound/outbound calls daily with a 4.5-minute AHT, achieved 94% FCR and improved CSAT from 86% to 94% while training new hires and maintaining 98% ticket accuracy.

Customer Service Ticketing Coaching KPI Tracking MS Excel

M-

Stock Controller

M-Kopa

Managed stock using Sales App with 0% stock loss, handled 50+ customer inquiries daily with 95%+ FCR, prepared timely reports and maintained 100% audit compliance.

Inventory Management Stock Control CRM Reporting Customer Support Audit & Compliance Asset Protection Excel

Data Collection Officer

Ujamaa Africa

Collected, validated and cleaned field survey data, maintained structured datasets in Excel/Google Sheets and generated periodic reports and dashboards to support project decision-making.

Data Collection Data Cleaning Excel Google Sheets Reporting Dashboarding Data Validation

Content Moderator

iSON Experiences

Performed data labeling and QA with 98%+ annotation accuracy and <2% error rate, collaborated with ML engineers to refine guidelines and improved workflow efficiency by 15%.

Data Annotation Quality Assurance Collaboration Attention To Detail Excel Google Sheets

Education

Degrees, certifications, and relevant coursework

Laikipia University

Bachelor of Science, Statistics

2016 - 2021

Completed a Bachelor of Science in Statistics with an honors focus on global challenges, developing skills in data collection, analysis, and reporting.