GLORIA K KISYULA
Nairobi, Nairobi Province
Summary
Performance-focused professional prepared for role, bringing valuable experience in managing and enhancing team performance. Proven ability to achieve impactful results through effective leadership and strategic planning effective communication to drive continuous improvement.. Known for strong collaboration skills and adaptability in dynamic environments. Skilled in performance management, process optimization, and team leadership.
Overview
6
6
years of professional experience
Work History
Trust & Safety Quality and Performance Supervisor
Social Discovery Group
03.2024 - Current
- Conducting regular reviews of individual and team performance metrics, identifying task trends and adjusting strategies as needed to meet department goals.
- Developing strong relationships with cross-functional teams across the department through effective collaboration.
- Implementing a successful mentorship program that paired experienced employees with newer team members, fostering a supportive environment and encouraging knowledge sharing among staff.
- Establishing clear performance expectations for all team members, promoting accountability and ongoing professional growth opportunities.
- Conducting quality analysis by reviewing and identifying errors in the work submitted by the associates.
- Managing weekly schedules for all associates and updating all relevant team data on different sheets for smooth team management.
- Preparing various reports, including weekly audit reports, monthly departmental performance reports, and team management reports.
- Facilitating productive team meetings focused on problem-solving, collaboration, and open communication among team members.
- Collaborating with other supervisors to identify areas for improvement across departments, streamlining communication channels and increasing operational efficiency.
Trust and Safety Executive
Social Discovery Group
06.2022 - 02.2024
- Addressed online support requests, queries, report abuse from our clients.
- Managed advanced profile checks, payments, and Iovations to moderate and screen user-submitted content, photos, and profile details.
- Investigated suspended profiles for fraudulent activities or violations of our terms and conditions.
- Oversee all client payments to verify their authenticity and prevent fraudulent transactions.
Customer Experience Executive
MultiChoice Contact Centre
11.2020 - 06.2022
- Handledcustomers queries and solving their issues at first contact
- Engaged and educating customers on different multichoice platforms
- Built customer confidence by actively listening to concerns and giving resolutions.
- Collaborated with internal stakeholders to close gaps and improve customer experience.
- Analyzed data on customer interactions to identify trends and areas for improvement, leading to increased customer loyalty.
- Cross selling and upselling multichoice products
- Ensured customer satisfaction is achieved by meeting set key performance indicators
- Worked alongside account managers and back-office team to handle escalated issues and assisting agents where need be
Financial Advisor
Prudential Life Assurance company
12.2018 - 11.2020
- Assisted insurance agents and sales representatives in resolving customer complaints
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
- Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.
- Established new client relationships by conducting thorough needs assessments during initial consultations.
- Ensured compliance with industry regulations and company policies while serving clients'' best interests.
- Facilitated new client onboarding process and investment account setup.
- Collaborated with team members to streamline processes and improve overall client experience.
Education
BA - Agricultural Biotechnology
University of Eldoret
08.2018
Certificate in secondary education -
St. Josephs Girls High School
01.2013
Skills
- Strategic thinking
- Active Listening
- Good organizational skills
- Exemplary leadership and supervisory skills
- Coaching and Mentoring
- Task Delegation
- Performance Analysis
- Multitasking Abilities
- Teamwork and Collaboration
- Problem-solving abilities
- Microsoft Office
References
1. Meshack Mwangangi Moderation Supervisor, Social Discovery Group, +254 743 967 466, meshackmwangangi04@gmail.com
2. Paul Mbithi Moderation Supervisor, Social Discovery Group, +254 719 455 396, paulmbithi@gmail.com
3. Victor Ngedi Oganda, Account Manager, Calltronix Kenya Limited, +254 712 357 369, ngediv1@gmail.com
Languages
Swahili
Native language
English
Intermediate
B1
Timeline
Trust & Safety Quality and Performance Supervisor
Social Discovery Group
03.2024 - Current
Trust and Safety Executive
Social Discovery Group
06.2022 - 02.2024
Customer Experience Executive
MultiChoice Contact Centre
11.2020 - 06.2022
Financial Advisor
Prudential Life Assurance company
12.2018 - 11.2020
BA - Agricultural Biotechnology
University of Eldoret
Certificate in secondary education -
St. Josephs Girls High School
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