Salma Nasimiyu Juma
Team Lead
Nairobi,Nairobi Province
Summary
Am a dedicated and results-oriented professional with extensive experience in quality analysis, team leadership, and customer service. Leveraged advanced interpersonal and analytical skills to enhance customer satisfaction metrics by 50%, aligning with company objectives focused on superior customer experience and service. As a Team Leader, am experienced in directing activities of workgroups, developing strategies, providing training, setting goals, and obtaining team feedback. Excelled in interpersonal and communication skills, with a big picture focus on communicating goals and vision to succeed. Am a problem solver, networker, and consensus builder, consistently demonstrating the ability to enhance performance, ensure quality, and foster a collaborative work environment in order to achieve company goals through effective team management and continuous improvement.
Overview
7
7
years of professional experience
Work History
Team Leader
Samasource
Nairobi, Nairobi Province
10.2023 - 06.2024
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards of up to 98%.
- .Collaborated with the team to identify areas for improvement and develop solutions based on findings, while supervising members to ensure compliance with established procedures and quality standards.
- Set performance expectations for the team, monitored progress towards goals, and provided constructive feedback as needed, while also developing team members' skills through targeted coaching sessions, leading to improved individual performance.
- Increased customer satisfaction ratings by 98% through closely monitoring service quality standards. Managed leave requests and absences, arranging covers to ensure smooth operations, and established open and professional relationships with team members for quick issue resolution. Collaborated with other department leaders to establish shared goals and ensure team alignment. Provided ongoing support to direct reports, promptly addressing concerns or questions to keep them focused on their tasks.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics. Held weekly meetings to keep team members informed on company news and updates, and mentored junior staff to help them develop their leadership potential and advance in their careers.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
Quality Analyst
Sama Company
Nairobi, Nairobi Province
6 2021 - 10.2023
- Conduct refresher training sessions for agents.
- Offer floor support, manage escalations, and ensure agents meet their personal targets and deadlines, while also assisting team members in developing their skills and knowledge by identifying project training needs.
- Deliver regular coaching on new and existing products, updating processes as needed, while also monitoring and managing team performance, providing constructive feedback and follow-ups on both poor and excellent performance.
- Foster teamwork, facilitate effective communication, and gather feedback through regular team meetings.
- Conducted thorough root cause analyses on recurring defects, resulting in implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Administered 100% internal quality audits and assessed results to inform corrective action measures
Service Delivery Agent
Samasource Kenya Limited
Nairobi, Nairobi Province
01.2018 - 01.2021
- As team captain, I review and provide feedback on other agents' tasks, train new agents for projects, and lead, support, inspire, and represent team members. Additionally, handled data work by capturing, tagging, and processing assignments while resolving discrepancies as needed.
- Maintaining data work requirements by following data program techniques, verify data through reviewing, correcting, deleting, and purging files, contribute to team efforts to accomplish set goals, and perform any other assigned tasks as needed.
- Managed multiple projects simultaneously, ensuring timely completion and high-quality results.
- Collaborated with cross-functional teams to develop and implement service improvement initiatives.
Office Assistant
Ready Consultancy Company
Nairobi, Nairobi Province
09.2017 - 05.2018
- Managed daily clerical operations to maintain and update office records, both digital and physical, ensuring accuracy. Handled data entry tasks diligently and ensured precision of clerical information. Completed various administrative duties including filing, copying, and distributing mail to support efficient office functioning.
- Maintained and updated office records, both digital and physical.
- Managed daily data entry and kept clerical information accurate and up-to-date.
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Ordered office supplies and kept office stocked with needed resources to operate smoothly.
- Interacted with customers by phone, email, or in-person to provide information.
Secretary
Jaff Petroleum Limited
Nairobi, Nairobi Province
02.2017 - 05.2017
- Maintained daily report documents, memos and invoices
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data
- Created and updated records and files to maintain document compliance
- Scheduled appointments and conducted follow-up calls to clients
- Maintained office supplies inventory by checking stock and ordering new supplies
- Entered data into system and updated customer contacts with information to keep records current
- Received up to 30 calls for the company everyday.
Education
Some College (No Degree) - Data Analysis
SAMASCHOOL
Nairobi, Kenya 01.2016 - 01.2016
Skills
- Teamwork and Collaboration
Team Supervision
Team motivation
Excellent Communication
Attention to Detail
Advanced or native English level Communication skills Management and leadership skills Detail oriented
Careerachievements
Top agent in July and October 2019 on different workflows.
Recognition for Quality Excellence: Received accolades or awards for maintaining high standards of quality in products or services delivered.
Achieved Rapid Promotion: Promoted multiple times within a short period, reflecting consistent recognition and trust in leadership and analytical abilities.
Significant Performance Improvements: Implemented strategies that led to substantial improvements in team performance metrics, such as productivity, quality, and efficiency.
Continuous Learning and Development: Pursued ongoing professional development opportunities, acquiring new skills and certifications relevant to leadership and quality analysis roles.
References
- References available upon request
Timeline
Team Leader
Samasource
10.2023 - 06.2024
Service Delivery Agent
Samasource Kenya Limited
01.2018 - 01.2021
Office Assistant
Ready Consultancy Company
09.2017 - 05.2018
Secretary
Jaff Petroleum Limited
02.2017 - 05.2017
Some College (No Degree) - Data Analysis
SAMASCHOOL
01.2016 - 01.2016
Quality Analyst
Sama Company
6 2021 - 10.2023
Similar Profiles
Paul ObarePaul Obare
General Labor Worker at SamasourceGeneral Labor Worker at Samasource
Maureen MainaMaureen Maina
Administrative Assistant at SamasourceAdministrative Assistant at Samasource
Regina Kanyagia HazelRegina Kanyagia Hazel
Administrative Assistant at SamasourceAdministrative Assistant at Samasource