ELIZABETH OFISI
Karen
Summary
People-oriented team leader successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying needs to develop and deliver creative solutions.
Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality and quality.
Motivated individual with business acumen and willingness to take on challenging roles. Tech-savvy and quick learning with technical know-how, social media expertise and sales abilities to support and drive substantial growth.
Dependable professional with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Team Leader
Safaricom PLC
- Current
- Create a Motivational Culture, Clear and timely Communication, Timely cascade of Strategy/KPIs/Policies, Document evidence of coaching and development as per requirements, Quality monitoring, calibration and evaluation, Create innovative execution strategies to drive demand reduction, Act as a first escalation point / agility in handling queries promptly
- Disseminate Information in a simplified form to the floor, Escalate any issues requiring clarification from the relevant Safaricom teams and communicate to all Stakeholders in the Call center of the feedback
- Ensure availability of work resources / facilities i.e
- Working hardware of each workstation and report cases of faulty workstations to the IT team for follow-up and advice the CCM on progress
- Active floor management by taking an active role in escalation of issues affecting service delivery, communicating pertinent information to frontline agents on emerging issues and follow-up on feedback on issues affecting service.
Intern as shipment officer
MUMIFLORA LIMITED
08.2013 - 05.2015
- Resolve issues concerning transportation, logistics systems and exports, Prepare logistics reports on a daily basis, Update staff records, Run office administration work, Substantiates applicants' skills by administering and scoring tests, Schedules examinations by coordinating appointments, Welcomes new employees to the organization by conducting orientation, Provides payroll information by collecting time and attendance records, Submits employee data reports by assembling, preparing, and analyzing data, Maintains employee information by entering and updating employment and status-change data, Provides secretarial support by entering, formatting, and printing information; organizing work; answering radio calls; maintaining equipment’s in the hr
- Office, Maintains employee confidence and protects operations by keeping human resource information confidential, Maintains quality service by following organization standards, Maintains technical knowledge by attending educational workshops; reviewing publications, Contributes to team effort by accomplishing related results as needed, Counter checking muster roll data with those of the hand punch, Assist the HR manager in recruitment processes, Any other duties assigned from time to time.
Customer Care Agent
HORIZON CONTACT CENTERS
10.2012 - 01.2013
- Answer customer calls and respond to their requests, Provide customers with product and service information, Follow-up on customer inquiries and resolve immediately, Complete call logs, reports and escalations, Other duties as assigned.
Attache
WEMA CENTRE TRUST
06.2011 - 12.2011
- Social work- reintegration of rehabilitated street children who were already at the Centre into the mainstream society and conducting regular home visits, Participating in outreach work by visiting street children in Mombasa rescue them to the Centre after proper case study of each child
Education
Artificial Intelligence
Google
German06-2024
BA- Sociology, armed conflict and peace studies -
University of Nairobi
01.2013
Diploma in Community Development and Counseling -
Mombasa Polytechnic University College
01.2010
St. Joseph Girls High School Kibwezi
01.2006
Bamburi Primary School
01.2002
Skills
- Key Competence
- Computer skills
- Innovative
- Quality Improvement
- Coaching
- Team Supervision
- Mentoring
- Client Service
- Complaint resolution
- Shift Scheduling
- Work Planning
- Key Performance Indicators
- Team Check-Ins
- Leading Team Meetings
- People Management
- Teamwork and Collaboration
- Safety
- Call Center Operations
- Performance Improvement
- Leadership
- Service Level Agreements
- Goal Setting
- Problem-Solving
- SOP Adherence
- Safety processes and procedures
- Conflict Resolution
- Coaching and Mentoring
- Team motivation
- Overtime Management
Personalprofessionalattributes
- Proactive, team player and good planning and organization skills
- Good oriented, keen on details and objectives
- Ability to work on own initiative and under minimum supervision
- Willingness to learn
- Passion for what I do and the benefit it brings others
Trainingworkshopsseminarsattended
- LICODEP, 2007-01-01, 2007-01-03
- I CHOOSE LIFE AFRICA, 2008-01-01, 2008-01-01
- Scripture Union of Kenya, 2009-01-01, 2009-01-01
- INTERNATIONAL CENTRE FOR REPRODUCTIVE HEALTH, 2009-01-01, 2009-01-01
- Red Cross, 2009-01-01, 2009-01-01
- Polytechnic Community, 2010-01-01, 2010-01-01
Keycompetence
- Computer skills
- Innovative
References
- Jackline Edung, Senior Manager - Consumer Care Safaricom, 0721166967
- Stella Munoko Aura, Manager - Consumer Care Safaricom, 0720561637
- Angeline Akello Otieno, Certified Secretary and accredited Governance Auditor, 0707604266
Hobbies and Interests
- Music
- Sports
- Reading
- Travelling
- Thinking and philosophizing
- Volunteering
Affiliations
- Fashion and Design
- Model
- Swimmer
- Safety Officer with Red Cross ECC
- Best Top Female Performer Award Winner 2023/2024 Eldoret Call Centre
- Gym Enthusiastic
Certification
- Best Top Female Performer Award Winner 2023/2024 Eldoret Call Centre
- Safety Officer with Red Cross ECC
Timeline
Intern as shipment officer
MUMIFLORA LIMITED
08.2013 - 05.2015
Customer Care Agent
HORIZON CONTACT CENTERS
10.2012 - 01.2013
Attache
WEMA CENTRE TRUST
06.2011 - 12.2011
Team Leader
Safaricom PLC
- Current
Artificial Intelligence
Google
BA- Sociology, armed conflict and peace studies -
University of Nairobi
Diploma in Community Development and Counseling -
Mombasa Polytechnic University College
St. Joseph Girls High School Kibwezi
Bamburi Primary School
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