Customer Experience & Operations Leader with 5+ Years Experience

Sales Operations Officer

Oliver Isadia

Nairobi, Kenya,

**********@*****.*** +254-***-***-***

WEBSITES AND SOCIAL LINKS

LinkedIn: linkedin.com/in/oliver-isadia-734563202

SUMMARY

Customer Operations & Workforce Management professional with 5+ years' call-center and scheduling experience. Proven ability to forecast volumes, design staffing plans, track KPIs, and lead teams to meet service-level targets. Strong data analysis and Excel reporting skills with demonstrated success in reducing ticket backlogs by 30% and improving team resolution speeds by 20%. Fluent in English; intermediate French. Passionate about delivering world-class customer support and operational efficiency.

EXPERIENCE

DSR SUPPORT OFFICER Jun 2024

M-KOPA Kenya Ltd - Nairobi

Develop and adjust schedules for 500+ distributed sales agents, ensuring SLA adherence and optimal resource allocation across multiple regions. Implemented Freshdesk automation that reduced support ticket backlog by 30% while maintaining accurate CRM records and lifecycle management. Monitor real-time performance metrics and liaise with tech teams to resolve operational challenges, improving response times by 25%. Build relationships through field visits and cluster meetings, improving staff engagement and productivity by 15%. Manage onboarding, database rights, deregistrations, and reinstatements to maintain accurate workforce data for 500+ agents. EXECUTIVE PARTNER Mar 2025 — Jul 2025

Athena - Remote, US-Based Client

Managed inbox, calendar, and Zoom meetings for a U.S.-based tech founder, coordinating across multiple time zones to ensure timely communications and smooth virtual operations. Streamlined scheduling processes and maintained 100% meeting attendance through proactive calendar management and follow-up. CUSTOMER SUCCESS ASSOCIATE Jan 2024 — Sep 2024

Angaza Kenya Ltd - Nairobi

Managed client communications and maintained a 95%+ customer satisfaction rate through timely and effective problem resolution. Analyzed customer feedback to recommend process changes that improved service response times and resolved escalations within 48 hours. Maintained detailed records of interactions in CRM systems for reporting and trend analysis to guide strategic improvements. Collaborated across departments to implement solutions that enhanced customer experience and reduced repeat inquiries by 20%. CUSTOMER SERVICE REPRESENTATIVE / TEAM LEAD Aug 2021 — Jan 2024 M-KOPA Solar Kenya - Nairobi

Resolved 50+ customer inquiries daily via email, chat, and phone while maintaining a 90%+ satisfaction score in high- volume contact center. Led a team of junior representatives, providing training and mentorship that improved team resolution speed by 20%. Monitored real-time queues and adjusted staffing levels to minimize call abandonment rates and maintain service-level targets. Created and maintained performance reports and dashboards to guide scheduling decisions and improve KPIs across the team.

CASUAL TEAM MEMBER Jun 2020 — Aug 2020

International Committee of the Red Cross - Nairobi Provided logistical and scheduling support for field operations and emergency response efforts during critical humanitarian missions.

DATA ENTRY CLERK Jan 2019 — Dec 2019

Keystone Agri-Business Consultants - Nairobi

Compiled and verified operational data to maintain 99%+ accuracy in records for workforce planning and reporting purposes.

EDUCATION

Kenya Methodist University — Nairobi, Kenya Bachelor of Arts Business Administration & Management Jan 2022 to 2025 Nairobi Technical Training Institute — Nairobi, Kenya Higher National Diploma Electrical & Electronics Engineering Jan 2019 to 2022 SKILLS

Workforce & Schedule Planning Real-Time Queue/Volume Monitoring KPI/SLA Management Contact Center & WFM Tools

CRM Systems Process Improvement & Optimization

Team Leadership & Staff Development Bilingual: English, French, Swahili Microsoft & G-Suite Expert

LANGUAGES

English French

Swahili

CERTIFICATIONS AND LICENSES

EF Standard English Test

REFERENCES

Reference available upon request

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