Open to opportunities

Omoro User

@omorouser

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Customer-focused support and quality assurance professional with proven results.

Kenya

Message

What I'm looking for

I am looking for a role that fosters growth, values customer satisfaction, and encourages collaboration.

I am a customer-focused support and quality assurance professional with over four years of experience in BPO and tech-enabled environments. My journey has been marked by a proven track record in enhancing customer satisfaction, notably improving CSAT from 30% to 90% for an e-commerce client. I excel in streamlining resolution processes and leading training for high-performing teams, ensuring that service excellence is at the forefront of my work.

In my current role as a Quality Assurance Analyst at Teleperformance, I review customer interactions to ensure compliance with quality standards and KPIs. I provide actionable feedback to management and clients, driving service delivery improvements. My experience includes training and onboarding multiple cohorts of agents, compiling detailed reports, and creating process-aligned knowledge checks to support agent readiness. I am passionate about leveraging my skills in customer experience, performance analysis, and QA auditing to contribute to a dynamic team.

Experience

Work history, roles, and key accomplishments

Current

Quality Assurance Analyst

Current

Teleperformance

Jun 2021 - Present (4 years)

Reviewed customer interactions to ensure quality standards and KPI compliance, providing actionable feedback to drive service delivery improvements. Trained and onboarded new agents, partnering with operations to address knowledge base gaps and improve processes. Compiled detailed reports and business reviews using Excel and PowerPoint, while also rotating as a team quality supervisor.

Quality Assurance KPIs Performance Analysis Process Improvement Microsoft Excel PowerPoint Coaching Stakeholder Engagement Root Cause Analysis

Brand Analyst

Doppel Inc

Feb 2024 - Present (1 year 4 months)

Validated threat detection reports for phishing and impersonation across various digital platforms, ensuring data integrity across domains and e-commerce sites. Collaborated effectively with threat response and intelligence teams via Slack and email. Managed workflows and delivered reports on schedule, supporting project execution.

Threat Detection Data Integrity Workflow Management Reporting Slack Email Collaboration Impersonation

Customer Service Representative

Majorel

Feb 2021 - Present (4 years 4 months)

Delivered multi-channel customer support via calls, emails, and chat, maintaining a 95% CSAT rating by efficiently resolving customer issues. Handled high volumes of tickets while ensuring minimal wait times and professional communication. Collaborated with internal teams for complex query resolution and documented interactions accurately.

Customer Service Zendesk CSAT Ticketing Multi Channel Resolution Communication Problem Solving Documentation Customer Experience Management

Audit Assistant

Ndirangu Mwangi & Co

Jan 2020 - Present (5 years 5 months)

Prepared financial documents and data for audits, analyzing financial data for discrepancies to support successful audit reports. Computed and submitted various statutory deductions on behalf of clients.

Financial Analysis Auditing Data Analysis Statutory Compliance Microsoft Excel Accounting Principles