Open to opportunities

Xavier Masse

@xaviermasse

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Results-driven professional with expertise in customer service and law enforcement.

Kenya

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What I'm looking for

I am seeking a challenging position where I can leverage my skills in customer service and law enforcement to make a meaningful impact.

I am a results-driven and highly motivated professional with a proven track record in customer service and law enforcement. My educational background includes a Master's in Strategic Leadership and Management and a Bachelor's in Criminal Justice and Security Management. I possess a unique blend of forward-thinking and creative problem-solving skills, which enable me to thrive in dynamic environments.

Throughout my career, I have gained substantial experience in various roles, including as a supervisor at the Kenya National Bureau of Statistics, where I trained new employees and ensured compliance with established policies. My role as a call center quality analyst at CCI Kenya honed my analytical skills, allowing me to monitor performance metrics and implement best practices. Additionally, my internship at the Kenya Police headquarters provided me with valuable insights into the criminal justice system and the development of training assessments.

Experience

Work history, roles, and key accomplishments

Intern

Kenya Police Headquarters

Jan 2023 - Feb 2023 (1 month)

Assisted in developing online assessments and prepared reports summarizing training metrics. Contributed to tracking trainee progress and compliance.

Report Preparation Assessments Metrics Compliance Data Analysis

Chat Operator

Peach Motors Car Dealership

Jul 2022 - Jan 2023 (6 months)

Provided real-time customer support through online platforms, addressing inquiries and guiding customers through services. Collaborated with sales teams to resolve complex issues.

Customer Support Online Communication Multitasking Sales Problem Solving

Call Center Quality Analyst

CallCenter International (CCI Kenya)

Sep 2021 - Jul 2022 (10 months)

Analyzed performance metrics for compliance with quality standards. Demonstrated proficiency in virtual softphones and managed billable hours while resolving customer challenges.

Quality Performance Metrics Softphones Problem Solving Communication

Supervisor

Kenya National Bureau of Statistics

Jan 2021 - Sep 2021 (8 months)

Supervised and trained new employees on company policies and procedures. Delegated tasks based on individual strengths and developed a tracking system for trainee progress. Ensured compliance with established standards.

Training Compliance Team Management

Education

Degrees, certifications, and relevant coursework

University of Nairobi

Certification, Leadership

2024 -

Completed a Foundation Leadership Certification, aimed at enhancing leadership capabilities and understanding of effective leadership practices.

University of Nairobi

Master of Arts, Strategic Leadership and Management

2024 -

Currently pursuing a Masters of Arts in Strategic Leadership and Management, focusing on developing leadership skills and strategic thinking necessary for effective management in various sectors.

University of Nairobi

Bachelor of Arts, Criminal Justice and Security Management

2021 - 2024

Completed a Bachelor of Arts in Criminal Justice and Security Management, which provided a comprehensive understanding of the criminal justice system and security management practices.