About

Responsible for leading and overseeing a team to accomplish set objectives while facilitating effective communication between upper management and team members to ensure efficiency and productivity. Seeking more challenging opportunities to apply and refine the skills and expertise I have gained over the years.

Skills

  • Communication
    9
  • Teamwork
    10
  • Problem-Solving
    8
  • Creativity
    10
  • Leadership
    10
  • Administration
    9
  • Management
    10
  • Project Management
    9
  • QA
    10

Experience

ALEX GATHU

Work experience
  • Ensure that the allocated work is properly distributed to all the team members and is executed in a timely manner.
  • Ensuring the department’s productivity is maximized to the required standards and the pre-defined KPI’s, performance targets and standards are achieved in accordance with the business plan.
  • Monitor and report progress on performance, provide feedback and take appropriate corrective action. Ensure that personal targets and deadlines are met.
  • Provide support and assistance for team members to assist in the development of their skills and knowledge and identifying campaign training requirements.
  • Provide regular coaching and training on new and existing products and changes to any processes.
  • Conduct regular quality assessments and coaching; offering constructive feedback, which will include QA feedback sessions and continuously developing quality.
  • Prepare daily individual performance activity reports, incident logs and shift planners to ensure that the statistics are well interpreted to meet the required business standards.
  • Provide the team with appropriate communication and gain their feedback through regular team meetings.
  • To motivate the team to provide a first class service to all our clients whilst ensuring business targets are met.
  • Work closely with the other Team Leaders to ensure that queries across all areas of the business are handled.
  • Recognize & celebrate team & individual accomplishments & exceptional performance
  • Carry out any other ad hoc duties as may be requested, from time to time, by immediate Manager
  • The Team Leader shall keep the Operations Manager/Management informed of schedules, priorities, accomplishments & ongoing issues, participate in achieving resolutions to identified issues.
  • Drive the Sama source culture and values within the team.
  • Promote teamwork, optimize and maximize personal and team potential and encourage staff development.

ALEX GATHU

Work experience
  • Quality Analysis & Reporting: Analyze 30 calls daily from different Tele- Sales Representatives, and input feedback for improvement & report to the Head of Tele- Sales - Daily
  • Work Discipline: Ensure 100% of team are compliant to work timings & foster a culture of discipline & time management - Daily
  • Reports & Data: Generate reports on daily talk time, sales, paid sales, lead generation through different campaigns, referral leads, sales funnels and conversion analysis - Weekly
  • 1. Conduct weekly Performance Reviews with each team member, document the minutes, and share it with the Head of Sales for review. 2. Be responsible to action Performance Improvement Plans in coordination with HR for Tele- Sales Representatives performing at less than 65% of allocated monthly targets. 3)Ensure 100% compliance to the sales channel processes - Monthly
  • Training: Conduct a weekly training programs for agents with performance and skill gaps on specific content which will boost performance - Weekly
  • Align self and team to organizational goals and to the incentive structure as per 3X Growth strategy for 2023 - Monthly
  • Attain an average talk time of 4 hours per person daily which will increase monthly as the targets increase - Daily
  • Recruitment of Tele- Sales Representatives: Responsible for attaining full module of Tele- Sales Representatives in reference to the business plan for number of Tele- Sales Representatives required on a monthly basis - Monthly
  • Responsible for achieving a set target that will be communicated every month. The target will have sales efficiency and a sales target set for the month - Monthly
  • Strategize and execute plans to improve sales efficiency. Work on delivering 100% of sales results from only 30% to 40% of leads - Monthly

ALEX GATHU

Work experience
  • Ensure that the allocated work is properly distributed to all the team members and is executed in a timely manner.
  • Ensuring the department’s productivity is maximized to the required standards and the pre-defined KPI’s, performance targets and standards are achieved in accordance with the business plan.
  • Monitor and report progress on performance, provide feedback and take appropriate corrective action. Ensure that personal targets and deadlines are met.
  • Provide support and assistance for team members to assist in the development of their skills and knowledge and identifying campaign training requirements.
  • Provide regular coaching and training on new and existing products and changes to any processes.
  • Conduct regular quality assessments and coaching; offering constructive feedback, which will include QA feedback sessions and continuously developing quality.
  • Prepare daily individual performance activity reports, incident logs and shift planners to ensure that the statistics are well interpreted to meet the required business standards.
  • Provide the team with appropriate communication and gain their feedback through regular team meetings.
  • To motivate the team to provide a first class service to all our clients whilst ensuring business targets are met.
  • Work closely with the other Team Leaders to ensure that queries across all areas of the business are handled.
  • Recognize & celebrate team & individual accomplishments & exceptional performance
  • Carry out any other ad hoc duties as may be requested, from time to time, by immediate Manager
  • The Team Leader shall keep the Operations Manager/Management informed of schedules, priorities, accomplishments & ongoing issues, participate in achieving resolutions to identified issues.
  • Drive the Sama source culture and values within the team.
  • Promote teamwork, optimize and maximize personal and team potential and encourage staff development.

ALEX GATHU

Work experience
  • December, 2017 - October, 2020
  • Fulltime
  • Weekly delivery audits
  • Review X number of tasks weekly per QA resources
  • Audit tasks states;
  • Delivered
  • Rejected
  • Approved
  • Keep a record of QA scores for all QA resources in the project
  • Document audit scores for the overall project, workflow, and individual QA resources
  • Weekly delivery cleanups
  • Identify gaps in the daily QA process that leads to unsampled tasks on the queue
  • Ensure timely weekly QA sampling completion before the next week’s delivery
  • Identify tasks states that should not be expected at particular dates, e.g.; Completed tasks which are older than 48hrs
  • Ensure any pending sampling is completed prior to 7 pm EAT to facilitate weekly delivery confirmation
  • generating reports and analyzing data using G Suite & Microsoft office tools
  • Ensure timely completion of assigned tasks and a tendency to meet set deadlines
  • Coach, mentor and train underperforming QA resources and new QA resources in the project
  • Ensure project objectives are met based on roles and responsibilities assigned
  • Creating a communication loop with the AMs & other relevant stakeholders so matters affecting quality are discussed in good time