Gerald Oguna

Work History

CCI KENYA

09.2024 - Current

Managed high call volume while remaining focused on delivering excellent customer experiences.
Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
Assisted in training new hires, sharing best practices and contributing to their professional development.
Followed up with customers about resolved issues to maintain high standards of customer service.
Educated customers about billing, payment processing and support policies and procedures.
Identified and resolved discrepancies and errors in customer accounts.
Managed the voice and web messaging(chat) line of business

WorkingSmartBiz

09.2023 - 07.2024

Reached out to qualified referral candidates to obtain applications.
Scheduled and conducted 15 interviews each week.
Facilitated diverse hiring practices, contributing to more inclusive workplace culture.
Conducted thorough reference checks on prospective employees to verify qualifications and mitigate potential risks.
Reduced overall cost-per-hire by negotiating more favorable contracts with external recruiting agencies.
Streamlined the recruitment process by implementing an Applicant Tracking System, improving efficiency and reducing time to hire.
Developed and maintained candidate database, making talent acquisition more efficient.
Maintained accurate records of all recruitment activities, ensuring compliance with company policies and legal requirements.
Reduced time-to-hire by establishing strong relationships with potential candidates through proactive communication.
Boosted team efficiency, implemented digital tracking system for applicant progress.
Collaborated with HR team to update job descriptions, reflecting current needs and industry standards.
Monitored recruitment metrics to identify trends and areas for improvement, adjusting strategies accordingly.
Coordinated logistics for remote interviews, adapting to changing work environments.
Coordinated incoming job requisitions and applications.
Operated and maintained applicant tracking and candidate management systems.

Judicial Service of Kenya Mlimani Law Courts

01.2023 - 04.2023

Enhanced system performance by troubleshooting hardware and software issues.
Evaluated emerging technologies for potential implementation within the organization''s IT ecosystem.
Streamlined processes by automating routine tasks, increasing operational efficiency across the organization.
Contributed to company-wide cybersecurity initiatives by monitoring network activity and reporting suspicious behavior.
Supported the rollout of new applications by collaborating with developers to test functionality prior to deployment.
Delivered training sessions to staff members on various technology topics, enhancing their proficiency in using tools effectively.
Managed software installations and upgrades, maintaining optimal system functionality at all times.
Improved help desk response times by efficiently prioritizing support requests based on urgency and impact on business operations.
Assisted in the development of IT projects, contributing to successful project completion within deadlines.
Developed comprehensive documentation for IT systems and procedures, facilitating knowledge transfer and process standardization.
Assisted in maintaining compliance with industry regulations through regular audits and updates of security policies and procedures.
Collaborated with cross-functional teams to improve overall IT operations and user experience.