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REAGAN KIMANI

@reagankimani

Message

Dedicated team manager with expertise in emergency response operations.

Kenya

Message

What I'm looking for

I am looking for a role that challenges me and allows for professional growth, ideally in a dynamic environment that values teamwork and innovation.

I am a dedicated and results-driven team manager with extensive experience in emergency response and call center operations. My career has been marked by a proven ability to lead teams, enhance efficiency, and implement effective strategies that optimize service delivery. I thrive in high-pressure environments, ensuring compliance with organizational protocols while maintaining a focus on client satisfaction.

Currently, I serve as a Junior Intake Specialist Team Lead at Steinger, Greene & Feiner, where I lead intake operations for our Kenya-based team. My efforts have been recognized through a promotion from Intake Specialist to Team Lead, driven by my success in converting leads into qualified cases. I take pride in supporting new team members through training and performance coaching, fostering a collaborative and high-performing team culture.

Previously, I managed the call center operations for the County Government of Nairobi, overseeing daily activities and ensuring efficient handling of citizen inquiries. My leadership in the emergency dispatch team has equipped me with the skills to coordinate emergency response operations effectively. I am committed to continuous improvement and excellence in service delivery.

Experience

Work history, roles, and key accomplishments

Current

Junior Intake Specialist Team Lead

Current

Steinger, Greene & Feiner

Dec 2024 - Present (7 months)

Led intake operations and support for the Kenya-based team, ensuring high standards in client service and intake accuracy. Successfully converted a high volume of leads into qualified cases through effective communication and rapport-building.

Client Services Lead Conversion Salesforce Clear Intake Team Leadership

Team Manager – Call Center

County Government of Nairobi

Jan 2021 - Dec 2024 (3 years 11 months)

Oversaw daily operations of the county call center, ensuring efficient handling of citizen inquiries and emergency response coordination. Developed and implemented policies to enhance call resolution rates and improve customer satisfaction.

Emergency Response Customer Service Policy Implementation Performance Monitoring Team Leadership

Team Leader – Firefighter Dispatch

County Government of Nairobi

Jan 2021 - Dec 2021 (11 months)

Supervised the dispatch team, ensuring swift and effective coordination of emergency response operations. Trained and guided dispatch officers in handling emergency calls and dispatching resources efficiently.

Team Supervision Training Resource Allocation Communication Emergency Response

Dispatch Officer – Firefighter Department

County Government of Nairobi

Jan 2020 - Dec 2021 (1 year 11 months)

Managed emergency calls and coordinated firefighter dispatch to incident locations. Maintained accurate records of emergency response operations and resource allocation.

Record keeping Resource Allocation Communication Emergency Response

Education

Degrees, certifications, and relevant coursework

Technical University of Kenya

Bachelor of Engineering, Civil Engineering

Currently pursuing a Bachelor of Engineering in Civil Engineering, focusing on advanced engineering principles and their applications. This program builds upon foundational knowledge to prepare for complex civil engineering challenges.

International Business Management Institute

Diploma, Project Management

Completed a Diploma in Project Management, gaining expertise in project planning, execution, and monitoring. This program provided comprehensive knowledge of project lifecycle management and strategic implementation.

PC Kinyanjui

Higher Diploma, Civil Engineering

Obtained a Higher Diploma in Civil Engineering, enhancing knowledge in structural design, construction management, and infrastructure development. This advanced diploma provided specialized skills for complex engineering projects.

Calile College

Diploma, Civil Engineering

Earned a Diploma in Civil Engineering, covering fundamental concepts in civil engineering, including materials, mechanics, and design principles. This program laid the groundwork for a career in infrastructure and construction.

Nairobi City County Fire Academy

Certificate, Fire Engineering

Completed a Certificate in Fire Engineering, focusing on fire safety, prevention, and emergency response techniques. This certification provided essential skills for managing fire-related incidents and ensuring public safety.