Onsongo Samuel

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.

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.

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.

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.

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.

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.

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.