Open to opportunities

Simon Simiyu

@simonsimiyu

Message

I improve customer experience, quality performance, and operational processes through analysis and coaching.

Kenya

Message

What I'm looking for

I'm looking for a role where I can improve customer experience and operational performance through quality analysis, coaching, process improvement, reporting, and cross-functional communication.

At Teleperformance Kenya, I improve agent quality performance by tracking CSAT, Quality Score, Compliance, and other business and customer-critical indicators.

I identify process gaps, recommend workarounds, coach struggling agents, and communicate individual and team performance to support KPI achievement. I also participate in periodic client meetings to share updates and coordinate action plans.

Previously at Majorel Kenya, I resolved client issues across chat, email, and phone using Zendesk and Beehive, while conducting root-cause analysis and sharing customer feedback with relevant departments.

My earlier work with MOHI and USIU-A included opening and operationalizing centres, coordinating project activities and reports, supporting events and outreach, and conducting research from data collection through analysis and reporting.

Experience

Work history, roles, and key accomplishments

Current

Quality Analyst

Current

Teleperformance Kenya

Jun 2021 - Present (5 years 4 months)

Ensure agents meet quality KPIs such as CSAT and compliance, identify process gaps, and develop agents through coaching and improvement plans. Communicate performance updates and coordinate with clients on action plans.

Quality Assurance KPIs Coaching Process Improvement Zendesk Data Analysis

Customer Service Representative

Majorel Kenya

Nov 2020 - May 2021 (6 months)

Resolved client issues through root cause analysis across chat, email, and phone, using tools like Zendesk and Beehive. Collaborated with teams and provided feedback for product and service improvements.

Customer Service Root Cause Analysis Zendesk Problem Solving

Program Assistant

Missions of Hope International

Jan 2019 - Sep 2020 (1 year 8 months)

Supported the opening and operationalization of MOHI Centres, recruited and trained social workers, and coordinated project activities. Managed reporting, meetings, and compliance with policies and procedures.

Project Coordination Training Reporting Stakeholder Management Event Planning Data Analysis

Research Assistant

United States International University - Africa

Jan 2016 - Dec 2019 (3 years 11 months)

Conducted research projects from data collection to analysis and report development, including studies on pension savings and dairy farming productivity.

Data Collection Data Analysis Report Writing Research Methodology

Office Assistant

USIU-Africa

Mar 2018 - Dec 2018 (9 months)

Served as first point of contact for visitors, drafted office letters, and maintained database accuracy. Led event planning for the annual Fun Run/Walk, coordinating vendors and logistics.

Event Planning Vendor Management Database Management Customer Service

Operations and Administration Assistant

Missions of Hope International

Mar 2016 - May 2017 (1 year 2 months)

Recruited program beneficiaries, ensured child and staff safety, and managed beneficiary profiles across 14 centres. Coordinated child-sponsor communication and supported economic empowerment groups.

Operations Administration Recruitment safety management Coordination

Education

Degrees, certifications, and relevant coursework

United States International University-Africa

Bachelor of Arts, International Relations

2015 - 2020

Pursued a Bachelor of Arts in International Relations with double concentrations in Development and Peace & Conflict Studies, and a minor in Environmental Studies.