sammy rono
@sammyrono
Real Time Analyst at Imani Logistics LLC, managing live staffing and reporting across four key accounts.
KenyaWhat I'm looking for
At Imani Logistics LLC, I monitor live operational performance and queue metrics, track service levels, AHT, occupancy, and adherence, and share updates with supervisors and management. I generate hourly and daily reports and adjust staffing based on live data.
I managed real-time operations for multiple accounts, intervening during volume spikes to protect Service Level Agreements. I also designed staffing processes for client needs and reported on four key accounts, identifying efficiency gaps and sharing workforce insights with leadership.
Experience
Work history, roles, and key accomplishments
Real Time Analyst
Imani Logistics LLC
Jan 2022 - Present (4 years 10 months)
Monitored real-time operational performance and queue metrics, tracked KPIs including service level, AHT, occupancy, and adherence, and provided real-time updates to supervisors and management. Generated hourly and daily performance reports and adjusted staffing based on live data.
Operations / Customer Support Agent
Imani Logistics LLC
Handled customer inquiries via phone, email, and chat, maintained quality and service level targets, and recorded and analyzed customer interaction data. Assisted in operational reporting and performance tracking.
Education
Degrees, certifications, and relevant coursework
Mount Kenya University
Diploma, Supplies and Procurement Management
2011 - 2013
Diploma in Supplies and Procurement Management from Mount Kenya University, Eldoret, from 2011 to 2013.
Kapkisiara Secondary School
Kenya Certificate of Secondary Education, Secondary Education
2006 - 2010
Grade: C
Kenya Certificate of Secondary Education (K.C.S.E) with Grade C from Kapkisiara Secondary School from 2006 to 2010.
Kapset Jolly Academy
Kenya Certificate of Primary Education, Primary Education
1996 - 2005
Grade: 310 marks
Kenya Certificate of Primary Education (K.C.P.E) with 310 marks from Kapset Jolly Academy from 1996 to 2005.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Salary expectations
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