NYAKITI COLLINS
@nyakiticollins
Operations Supervisor at Teleperformance SEZ BPO who improved team performance through coaching and KPI tracking.
KenyaWhat I'm looking for
At Teleperformance SEZ BPO, I support daily call center operations and supervise, coach and develop customer service agents. I monitor KPIs, analyze operational data and support workforce planning to help teams meet their targets.
I also use Lean Six Sigma tools, including DMAIC and RCA, to identify workflow bottlenecks, and handle escalated customer issues. Regular coaching and performance tracking helped my team become the best team.
Experience
Work history, roles, and key accomplishments
Operations Supervisor
Teleperformance SEZ BPO
Jan 2025 - Present (1 year 9 months)
Supervise daily call center activities, coach and develop agents, and monitor KPIs to achieve operational targets. Implement process improvements using Lean Six Sigma tools and handle escalated customer issues.
Customer Support Specialist
Teleperformance SEZ BPO
Jun 2024 - Dec 2024 (6 months)
Delivered exceptional customer service via email, calls, and chats, resolving complaints and managing group bookings. Used CRM systems to track interactions and trained new employees on reservation systems.
Customer Experience Specialist
Multichoice Kenya Ltd
Jun 2022 - Jun 2024 (2 years)
Handled high-volume inbound and outbound calls, resolving issues on first contact and upselling packages. Analyzed customer accounts for discrepancies and followed up on escalations to ensure same-day resolution.
Team Leader
Kenya Accountants and Secretaries National Examination Board
May 2020 - Jun 2022 (2 years 1 month)
Led a team in an examination board environment, overseeing operations and ensuring team performance.
Sales Consultant
Faulu Microfinance Bank
Jan 2019 - Nov 2019 (10 months)
Provided sales consulting services, promoting financial products and services to clients.
Intern, Loan Officer
Afya Cooperative Savings and Credit Society Limited
Jun 2017 - Sep 2017 (3 months)
Interned as a Loan Officer, assisting with loan processing and customer service.
Education
Degrees, certifications, and relevant coursework
Generation Programme Kenya
Certificate, Digital Customer Service
2022 - 2022
Completed a certificate in Digital Customer Service, focusing on customer service skills and digital tools.
Kisii University
Bachelor's Degree, Cooperative Management
2014 - 2018
Pursued a Bachelor's Degree in Cooperative Management, gaining knowledge in cooperative business and management principles.
Anding'o Opanga Mixed Secondary School
Kenya Certificate of Secondary Education (KCSE), Secondary Education
2010 - 2013
Completed secondary education, earning the Kenya Certificate of Secondary Education (KCSE).
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Salary expectations
Job categories
Interested in hiring NYAKITI?
You can contact NYAKITI and 90k+ other talented remote workers on Himalayas.
Message NYAKITIGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
