Looking for a job

Tevin Kiplimo

@tevinkiplimo

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I build automated KPI dashboards and workforce insights that improve contact centre performance.

Kenya

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What I'm looking for

I'm looking to improve operational visibility and decision-making through KPI reporting, workforce analytics, dashboard automation, data governance, and process improvements.

At Call Center International Kenya, I automate Excel and Power BI dashboards that give business units real-time performance visibility. I reduced manual reporting time by 35% and strengthened data reliability through validation checks and standardized templates.

I analyze productivity, agent efficiency, income leakage, and service-level data to turn operational issues into corrective action. My work improved recovery visibility by 22% and redesigned SLA monitoring for MultiChoice Kenya Social Media operations.

Previously, on the T-Mobile Prepaid Campaign, I built KPI dashboards that improved forecast accuracy by 18% and supported real-time staffing decisions across three daily shifts. I also bring experience auditing merchant records for Instacart and resolving customer-service and operational issues in high-volume environments.

I'm building on nearly three years in contact centre and workforce operations, with hands-on skills in Excel, Power BI, SQL, DAX, reporting automation, and data governance.

Experience

Work history, roles, and key accomplishments

Current

MIS Analyst

Current

Call Center International Kenya

Oct 2025 - Present (11 months)

Reduced manual reporting time by 35% by automating 18+ Excel and Power BI dashboards, and increased recovery visibility by 22% through productivity and income leakage analysis. Resolved SLA tracking inconsistencies and delivered executive-ready governance reports.

Excel Power BI KPI Reporting Data Analysis Dashboard Development SLA Tracking Process Automation Data Governance Report Automation Operational Analytics

AI Tester

Turing

Mar 2026 - Jun 2026 (3 months)

Vetted and evaluated AI-generated responses against client-specific quality templates, assessing accuracy, tone, and adherence to guidelines. Provided structured feedback and quality ratings across multiple client accounts.

Quality Assurance AI Evaluation Attention To Detail Feedback

Real-Time Analyst

T-Mobile Prepaid Campaign

Aug 2024 - Oct 2025 (1 year 2 months)

Improved forecast accuracy by 18% by building KPI dashboards tracking productivity, handle time, service levels, and adherence. Minimized service disruptions by analyzing intraday trends and initiating real-time staffing adjustments.

KPI Reporting Data Analysis Dashboard Development SLA Tracking Forecasting Workforce Planning Real time Monitoring Excel Power BI

Merchant Services Analyst

Instacart

Jan 2024 - Jul 2024 (6 months)

Strengthened financial accuracy by auditing high-volume merchant receipts and maintaining structured compliance records. Identified transaction discrepancies through root cause analysis and implemented corrective controls.

Data Analysis Root Cause Analysis Compliance Reporting Reconciliations

Customer Service Agent

Call Center International

May 2023 - Jul 2024 (1 year 2 months)

Improved service accuracy by 20% by analyzing escalation trends and resolving recurring transaction errors. Handled 70+ daily financial service interactions while maintaining quality and compliance standards.

Customer Service Escalation Management Compliance Data Analysis

Customer Care Representative

JetBlue Airways

May 2023 - Jan 2024 (8 months)

Resolved high-volume passenger inquiries and escalations while maintaining compliance with airline service standards. Improved case resolution efficiency by documenting accurate CRM records and aligning updates with operational teams.

Customer Service CRM Escalation Management Compliance