Open to opportunities

Rael Oburu

@raeloburu

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Customer-focused operations professional specializing in contact center analytics and executive support.

Kenya

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What I'm looking for

I seek a role where I can optimize contact center performance virtual administrative assistance, mentor teams, and drive operational improvements in a collaborative, data-driven environment.

I am a results-driven operations and customer experience professional with hands-on experience in real-time analytics, contact center coaching, and executive support across multinational teams. I have led recruitment and proof-of-concept initiatives for a USA/Kenya BPO launch, managed digital marketing campaigns that increased customer inquiries and sales, and improved retention through targeted loyalty programs.

I excel at schedule adherence, SLA-driven workforce management, and cross-timezone coordination using tools like Microsoft Teams, Slack, Outlook, and Confluence. Known for attention to detail, adaptability, and mentoring teammates, I streamline workflows, protect sensitive information, and deliver measurable improvements in service levels and operational efficiency.

Experience

Work history, roles, and key accomplishments

Telecommunications Team Coach

T-Mobile USA

Feb 2024 - Sep 2025 (1 year 7 months)

Managed recruitment and launch of a USA/Kenya BPO proof-of-concept team, led 10+ digital campaigns including iPhone pre-orders driving a 5% uplift in expected team sales and 30% growth in customer inquiries. Improved SEO for 30+ posts, increased search traffic, and implemented loyalty initiatives that raised elderly customer retention by 5%.

Recruitment Digital Marketing SEO Campaign Management Microsoft Teams Confluence Customer Retention Analytics

Executive Assistant

Grubhub

Jan 2023 - Jan 2024 (1 year)

Provided cross-timezone executive and administrative support for US-Kenya operations, managed calendars and confidential communications for PCI compliance, and streamlined processes to improve operational efficiency for Kenyan sites. Coordinated stakeholder communication via Teams, Slack, and Outlook.

Calendar Management Executive Support Confidentiality Microsoft Teams Slack Outlook Process Improvement

Real Time Analyst

Vacasa

Jul 2022 - Dec 2022 (5 months)

Monitored contact center queues across voice, chat, and email to maintain 80/20 SLA targets, managed leave and schedule allocations based on forecasts, and produced daily EOD reports that reduced average handling time and improved customer satisfaction. Escalated complex issues and supported coaches with follow-ups.

Workforce Management SLA Management Forecasting CRM Reporting Queue Management

Customer Service Representative

Saks Fifth Avenue

Oct 2020 - Jul 2022 (1 year 9 months)

Provided email and voice support to 60+ customers daily, resolved order and payment issues while protecting PCI data, and exceeded targets for response time, AHT, and NPS through effective use of Power BI, Five9, and internal knowledge bases. Managed escalations, refunds, and fraud checks.

Customer Support PCI Compliance Five9 Power BI Google Workspace Escalation Management Order Resolution

Intern, Conference Logistics

Ministry of Health Kenya

Oct 2018 - Jan 2019 (3 months)

Planned and hosted the AU conference on Maternal, Newborn, Child and Adolescent Health (Oct 2018), managed ministerial travel logistics, and maintained meeting records and follow-up documentation to support post-conference actions.

Travel Coordination Record keeping Administrative Support