Open to opportunities

Michael Onyango

@michaelonyango

Message

Customer-focused data analyst and customer care specialist delivering measurable service improvements.

Kenya

Message

What I'm looking for

I seek customer-centric roles combining data work and service excellence, with opportunities to improve processes, mentor teams, and grow in data analytics and M&E.

I am an energetic self-starter with hands-on experience in customer relations, data annotation, and retail operations, grounded in a BSc in Statistics. I consistently improve metrics — from raising CSAT scores and FCR to maintaining high annotation accuracy and accurate CRM documentation.

I excel at producing timely reports and insights using Excel and Google Sheets, collaborating across teams to refine processes, and training colleagues to boost performance. I bring strong attention to detail, proficiency with analytics tools, and a track record of reducing escalations and improving data quality for operational and ML uses.

Experience

Work history, roles, and key accomplishments

Customer Care Executive

iSON Xperiences

Aug 2025 - Sep 2025 (1 month)

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

Customer Support CRM Ticket Resolution CSAT Mentoring Quality Assurance Multitasking

Content Moderator / Data Annotator

iSON Xperiences

Jan 2025 - Aug 2025 (7 months)

Labeled and QA-reviewed large datasets with 98%+ accuracy and <2% error rate, collaborated with ML engineers to refine guidelines and improved annotation workflow efficiency by 15%.

Data Labeling Quality Assurance Data Annotation Collaboration With ML Productivity Improvement Documentation

Retail Shop Assistant

Neema

Aug 2023 - Jan 2025 (1 year 5 months)

Managed 50+ daily customer inquiries with 95%+ first-contact resolution, maintained 0% stock loss through accurate inventory management and ensured 100% compliance in audits and reporting.

Customer Service Inventory Management CRM Reporting & Compliance Retail Operations

Volunteer Data Collection Officer

Ujamaa

May 2021 - May 2021 (0 months)

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