Open to opportunities

Teresa Kambo

@teresakambo

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Operations leader driving contact center performance, customer experience, and talent development.

Kenya

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What I'm looking for

I seek a leadership role in contact center or operations where I can scale teams, improve CX through data-driven process improvements, and develop talent in a collaborative environment.

I am a strategic, results-driven operations leader with over five years of experience managing large contact center teams and multi-campaign operations. I have a proven track record of improving CSAT, AHT, FCR, QA and driving measurable operational efficiencies.

I excel at leveraging CRM and analytics tools such as Power BI to deliver performance insights, optimize budgets, and implement process improvements using Lean and Six Sigma principles. My leadership has driven high retention, increased internal promotions, and significant service improvements across fast-paced, client-focused environments.

I build collaborative, empowered teams through coaching (STAR methodology), targeted upskilling, and data-driven decision-making, and I seek roles where I can continue to scale operations, enhance customer experience, and mentor talent for sustained business growth.

Experience

Work history, roles, and key accomplishments

Operations Manager

CCI Kenya

Apr 2023 - Sep 2025 (2 years 5 months)

Directed multi-campaign contact center operations for 180+ agents, achieving 99% client retention and improving operational efficiency by 17% through budget optimization and talent development.

Workforce Management CSAT AHT FCR Performance Management Budgeting Talent Development Data Analysis

Operational Team Manager

CCI Kenya

Sep 2022 - Apr 2023 (7 months)

Scaled and managed a team from 60 to 150+ agents, improving First Contact Resolution by 20%, reducing AHT by 18%, and raising compliance scores to 96%.

Scaling Teams Workforce Planning FCR Compliance Coaching SLA Management

Subject Matter Expert

CCI Kenya

Jan 2022 - Sep 2022 (8 months)

Provided floor support for complex e-commerce cases and collaborated with Training and Quality to close knowledge gaps, improving CSAT and FCR rates.

Escalation Management Training Quality Assurance CSAT FCR Knowledge Management Root Cause Analysis

Customer Service Representative

CCI Kenya

Aug 2020 - Dec 2020 (4 months)

Resolved multi-channel customer inquiries on orders, deliveries, and returns, meeting SLA targets with prompt and accurate resolutions.

Multichannel Support Order Management Returns Processing SLA Problem Solving CRM

Brand Ambassador

YDX Agency Kenya

Aug 2020 - Dec 2020 (4 months)

Led brand representation for national campaigns, driving engagement and market visibility across key regions.

Brand Activation Field Marketing Campaign Execution Stakeholder Engagement Customer Engagement Reporting

Assistant Office Administrator

Kenya Mission to UN-Habitat

Oct 2017 - Dec 2017 (2 months)

Supported internal operations and coordinated virtual UN initiatives while streamlining documentation systems to improve cross-functional communication efficiency.

Office Administration Documentation Management Coordination Process Improvement