Open to opportunities

Onsongo Samuel

@onsongosamuel

Operations and Business Transformation professional with 18+ years of experience improving processes, customer operations, service delivery, and tech

Kenya

Message

What I'm looking for

I am looking for opportunities that allow me to leverage my expertise in business process optimization and customer experience transformation, while fostering a collaborative and innovative company culture.

BPO and Operations Leader with 18+ years of experience across contact centre operations, service delivery, customer experience, operational improvement and technology-enabled transformation.

Over 11 years of direct BPO and contact centre management and consulting experience, including leadership of a 210-agent BPO operation covering voice and non-voice services, inbound customer service, technical support, sales, outbound telemarketing, lead generation, retention, data entry and annotation.

Experienced in managing day-to-day service delivery across people, processes, technology and client requirements, with strong ownership of AHT, FCR, CSAT, SLA, abandonment, accuracy, availability, productivity and quality performance. Hands-on experience leading Team Leaders and Supervisors, supporting recruitment and onboarding, workforce and capacity planning, training, coaching, performance management, client reviews and escalation management.

Also experienced in contact centre design, build and transfer, taking new operations from requirements definition through operating model design, recruitment, training, technology readiness, go-live and transition into business-as-usual operations.

Brings an additional Process Excellence and Business Transformation capability, using Lean Six Sigma, process mapping, root-cause analysis, SOP standardization, CRM optimisation, automation, dashboards and continuous improvement to strengthen BPO performance and customer experience.

Experience

Work history, roles, and key accomplishments

Current

Senior Business Consultant

Current

Black Wealth Enterprises Ltd

Sep 2024 - Present (2 years 1 month)

Developed detailed technical requirement documents, including use cases, process workflows, and customer experience strategies, to guide the development team. Actively participated in product development meetings to contribute to the design and refinement of new products, ensuring alignment with market needs and business objectives.

Technical Documentation Workflow Design Customer Experience Strategy Product Development Market Analysis Business Planning Documentation

Current

Associate Consultant

Current

East Africa Customer Care Centre Ltd

Jan 2019 - Present (7 years 9 months)

Created detailed business proposals for potential clients and led discovery sessions to assess operational gaps and infrastructure needs. Designed tailored call center solutions, including telephony, network infrastructure, staffing plans, and training programs.

Call Center Design Telephony Networking Recruitment

Business Consultant

Ngao Credit Ltd

Apr 2024 - Aug 2024 (4 months)

Conducted an end-to-end assessment of existing loan management processes to identify improvement opportunities, focusing on reducing turnaround time. Led the Customer Support team in measuring and analyzing Customer Satisfaction (CSAT) and Net Promoter Scores (NPS) through outbound call campaigns.

Customer Satisfaction Net Promoter Score (NPS)Outbound Calling Data Analysis Reporting Process Improvement

Business Consultant

Rattan Direct Ltd

Nov 2023 - Mar 2024 (4 months)

Conducted a comprehensive assessment of existing inbound and outbound call center operations, evaluating staff competency and optimizing technology tools. Analyzed and mapped business processes, identifying improvement opportunities and recommending enhancements to streamline workflows.

Call Center Operations Staff Competency Optimization Business Process Analysis SOP Development Training Recruitment

Business Consultant

Anvil Shield Holding Ltd

Jul 2022 - Oct 2023 (1 year 3 months)

Conducted comprehensive business process alignment assessments using SIPOC methodology to identify process gaps and improvement opportunities. Documented detailed AS-IS and TO-BE process maps, ensuring clarity and agreement with stakeholders on redesigned workflows.

Process Alignment SIPOC Process Mapping Sprint Planning Workflow Management

Senior Service Delivery Manager

Horizon Contact Centers BPO

Jan 2008 - Dec 2018 (10 years 11 months)

Partnered with HR to lead the full-cycle recruitment process, selecting and onboarding high-quality call center agents. Managed daily contact center operations for a 145-agent team, driving team leader accountability and optimizing intra-day scheduling.

Recruitment Onboarding Call Center Operations Team Leadership Workforce Management Process Improvement SOP Development

Education

Degrees, certifications, and relevant coursework

Jomo Kenyatta University College of Agriculture and Technology

Bachelor’s Degree, Mathematics

Studied DSC. Mathematics at Jomo Kenyatta University College of Agriculture and Technology, now known as JKUAT. This program provided a strong foundation in mathematical principles and their applications.