Nicktar Joshua Amakobe
Senior Operations & Customer Experience Leader
Summary
Highly accomplished Operations and Customer Experience Leader with over six years of progressive experience in call center operations, sales leadership, and customer service excellence. Proven track record of advancing from frontline operator to Operations Manager, successfully leading high-performing teams and managing international client relationships. Experienced in driving operational efficiency, improving KPIs, and delivering exceptional customer experiences across both sales and support environments. Founder of Smartpoint Communications, a growing BPO initiative in Kenya supporting global clients in insurance, healthcare, solar energy, and financial services.
Overview
7
7
years of professional experience
Work History
Founder & Operations Lead
Smartpoint Communications
- Current
- Founded and lead a BPO operation managing ~20 agents supporting voice campaigns, client acquisition, and international partnerships.
Freelancer & Trainer / Sales Executive
Charani Info Tech
01.2026 - Current
- Independent freelancer supporting client acquisition and outbound sales campaigns
- Trainer and Sales Executive responsible for agent training, sales strategy, and performance improvement
- Coaching teams on conversion optimization and customer engagement
Operations Manager
CCK Global
12.2025 - 01.2026
- Led overall operational strategy and day-to-day management for a team of 21 staff members including agents and a Quality Analyst. Managed KPIs such as CSAT, AHT, Utilization, FRT, and TRT while ensuring consistent service delivery.
Sales Manager
CCK Global
06.2025 - 12.2025
- Managed and coached outbound sales teams, improved conversion rates through structured coaching, and supported revenue growth initiatives.
Team Lead, Customer Service Operations
Teleperformance (formerly Majorel)
01.2023 - 06.2025
- Supervised a team of 14 agents, conducted training and performance evaluations, and delivered Power BI reports to UK-based clients.
Customer Service & Sales Agent
Teleperformance
09.2021 - 01.2023
- Handled sales and support across multiple campaigns including Zalando and Bolt, consistently meeting performance targets.
Operations Operator
Highland Creameries Factory (HCF), Kisii
01.2019 - 01.2021
- Supported production workflows, maintained quality standards, and ensured smooth operations.
Education
High School Diploma -
Zitech University
Nairobi 04.2001 -
Skills
Operational Leadership
BPO Management
Sales Team Development
Customer Experience Strategy
KPI Monitoring & Reporting
Client Relationship Management
Performance Coaching
Power BI
Microsoft Excel
Workforce Management
Zendesk
Slack
Outlook
VICI Dialer
References
- Raj Shekh, Owner, Charani Info Tech, +91 79897 36284, India, Hyderabad
- Highland Creameries Factory, Supervisor, 0724 115 053
- Emmanuel Owino, Junior Operations Manager, Teleperformance, +254 711 003 369
- Sarah Omukunda, Director of HR, CCK Global, 0702 704 354
- Rispah Opwolo, VP Operations, CCK Global, 0707 265 217
Timeline
Freelancer & Trainer / Sales Executive
Charani Info Tech
01.2026 - Current
Operations Manager
CCK Global
12.2025 - 01.2026
Sales Manager
CCK Global
06.2025 - 12.2025
Team Lead, Customer Service Operations
Teleperformance (formerly Majorel)
01.2023 - 06.2025
Customer Service & Sales Agent
Teleperformance
09.2021 - 01.2023
Operations Operator
Highland Creameries Factory (HCF), Kisii
01.2019 - 01.2021
High School Diploma -
Zitech University
04.2001 -
Founder & Operations Lead
Smartpoint Communications
- Current
Tools And Skills
- Operational Leadership
- BPO Management
- Sales Team Development
- Customer Experience Strategy
- KPI Monitoring & Reporting
- Client Relationship Management
- Performance Coaching
- Power BI
- Microsoft Excel
- Workforce Management
- Zendesk
- Slack
- Outlook
- VICI Dialer