Sports Rugby
Brian Alex Shisundi
Senior Team Manager
Nairobi,30
Summary
Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of the Senior Team leader role in a call centre. Motivated to learn, grow and excel in a challenging environment.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Senior Team Manager
Call Center International ( CCi Kenya)
Nairobi, Nairobi
04.2023 - Current
- Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Optimized resource allocation to maximize overall team output while minimizing costs.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Facilitated effective decision-making processes within the group through open dialogue, active listening, and consensus-building techniques.
- Established clear communication channels that ensured the timely exchange of information between team members and stakeholders.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Conducted risk assessments for each project phase, proactively identifying potential obstacles before they became significant challenges.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Implemented employee recognition programs that boosted morale and increased retention rates within the team.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
SME Spirit Airlines
Call Centre International
Nairobi
03.2022 - 03.2023
- Developed and implemented performance improvement strategies and plans to promote continuous improvement on the teams assigned
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
- Demonstrated respect, friendliness and willingness to help wherever needed
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Actively listened to customers, handled concerns quickly and escalated major issues to the back office
- Maintained excellent attendance record, consistently arriving to work on time
- Increased consultant satisfaction during floor support
- Managed a team of new hired consultants, training and professional growth of the consultants.
Call Center Representative
Call Centre International
Nairobi
07.2021 - 02.2022
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Processed debit and credit card and electronic check payments
- Leveraged sales expertise to promote products and capitalize on upsell opportunities
- Placed outbound customer service or customer satisfaction calls to follow up on issues
- Engaged in learning and development opportunities to promote continued performance improvement.
Manager
GASK SACCO LTD
Nairobi
08.2019 - 03.2021
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals
- Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades
- Maintained professional, organized and safe environment for employees
- Prepared annual budgets with controls to prevent overages
- Evaluated suppliers to maintain cost controls and improve operations
- Accomplished multiple tasks within established timeframes
- Kept detailed records of weekly progress to identify and correct areas needing improvement.
- Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members.
- Launched new products and services with thorough market research, leading to increased revenue growth.
- Cultivated partnerships with external stakeholders to maximize business opportunities and extend network reach within the industry sector.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
Education
CPA - CPA Accounting
KCA UNIVERSITY
Nairobi 04.2022 - Current
Diploma in Cooperative Management - undefined
The Cooperative University of Kenya
Step-Up Training - Leadership Development -
CCI KENYA
Nairobi 02.2023 - 02.2024
Skills
Coaching and Mentoring
References
- Brenda Wambui, Team Lead, 0101889958
- Leah Musuya , Head Of Operations ,0701405152
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 80 staff members.
- Achieved marketing by completing activities with accuracy and efficiency.
- Resolved product issue through consumer testing.
- Collaborated with team of 400 in the development of jetblue Crewmember tracker.
- Supervised a group of workers in Ethiopia in construction working.
Certification
CM - Certified Manager Certification
Interests
Timeline
CPM - Certified Professional Manager
04-2024
CM - Certified Manager Certification
02-2024
Senior Team Manager
Call Center International ( CCi Kenya)
04.2023 - Current
Step-Up Training - Leadership Development -
CCI KENYA
02.2023 - 02.2024
CPA - CPA Accounting
KCA UNIVERSITY
04.2022 - Current
SME Spirit Airlines
Call Centre International
03.2022 - 03.2023
Call Center Representative
Call Centre International
07.2021 - 02.2022
Manager
GASK SACCO LTD
08.2019 - 03.2021
Diploma in Cooperative Management - undefined
The Cooperative University of Kenya
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