Operations & Customer Service Leader with Betting Industry Experience
Resume:
Lenox Jack
Otieno
*********@*****.***
www.linkedin.com/in/lenox-jack-
6b62958a/
PERSONAL PROFILE
Talented Customer Service/Management professional with talent for leading and motivating people to achieve challenging objectives. Effortlessly builds team connections, oversees operations and improves policies to maximize efficiency and performance of each team member. Skilled in training and mentoring employees to develop every person to full potential. Skilled team player with strong background in fast paced environments. Works well independently to handle assignments and always ready to go beyond basics assignments. Quick learner with very good computer abilities.
CORE COMPETENCIES
Team Management: Experienced in leading, motivating and supervising distributed teams and maintaining productivity in office and virtual environments by using effective communication tools and strategies. Operations Optimization: Expert in designing and implementing workflows to improve efficiency and quality. Customer Experience Strategy: Proficient in creating exceptional customer service frameworks tailored to diverse industries.
Process Improvement: Track record of streamlining processes, optimizing workflows and identifying operational gaps for better resource allocation and reduced operational costs. Tech-Savvy: Proficient in tools like Slack, Zoom, Zendesk, Avaya, CRM platforms, and Google Workspace. Quality Assurance: Skilled in monitoring and enhancing service delivery to meet KPIs. Customer Service Excellence: Strong focus on delivering exceptional customer experiences. Leadership & Coaching: Skilled in team mentoring, performance management, and staff development. Data Analysis & Reporting: Proficient in using data-driven insights to inform strategies. Conflict Resolution: Adept at managing escalations and ensuring swift resolutions. CAREER OBJECTIVE
Seeking a role where I can leverage my expertise in customer service, Operations Management, team leadership, logistics, and inventory planning to drive operational success. Committed to achieving organizational goals through innovative thinking, ownership, and collaboration in challenging and diverse environments. ACADEMIC BACKGROUND
Jul 2022 - Currently Nairobi University
Diploma in Business Management (Ongoing)
Jan 2008 - Dec 2008 German course at Goethe
German Certificate
Feb 2004 – Nov 2007 Highway Secondary School
Kenya Certificate of Secondary Education
Jan 1996 – Nov 2003 Nairobi South Primary
Kenya Certificate of Primary Education
WORK EXPERIENCE
February 2025 – November 2025 Travel Pass Group
TeamManager/Project Supervisor
Roles Included;
• Ensured retention agents were consistently available, aligning team schedules with operational needs to maintain seamless service delivery.
• Delivered targeted coaching, sales training, and collection strategies, improving agent engagement and customer interaction quality.
• Defined and achieved key performance benchmarks in collaboration with retention teams, tracking KPIs such as productivity, attendance, and collections.
• Planned and optimized resources to meet service expectations efficiently while minimizing downtime.
• Conducted real-time monitoring of team performance, providing immediate guidance to address gaps and reinforce quality standards.
• Led hands-on support initiatives to maintain high-quality service delivery and operational consistency.
• Oversaw operations and performance management, implementing process improvements to increase team efficiency.
• Identified areas for continuous improvement, streamlining workflows and enhancing agent performance.
• Utilized customer insights to recommend product and service enhancements, contributing to improved customer satisfaction.
• Prepared detailed performance reports for management to support strategic decision-making.
• Developed and implemented motivation and engagement plans to boost team morale and productivity.
• Participated in performance discussions and meetings to address challenges, resolve conflicts, and refine operational processes.
• Provided structured team leadership through coaching, conflict resolution, and systematic performance management. Skills & Qualifications:
• Team Leadership, Coaching & Development, Performance Management
• KPI Tracking & Operational Benchmarking
• Resource Planning & Workflow Optimization
• Customer Insight Analysis & Product/Service Enhancement
• Tools: Microsoft Excel, Reporting Dashboards, CRM Systems (if applicable)
• Strong communication, conflict resolution, and motivational skills Achievements:
• Successfully maintained high team availability and adherence to operational KPIs throughout tenure.
• Improved agent engagement and collections performance through structured coaching and motivation strategies.
• Implemented process improvements that enhanced efficiency and service quality.
October 2020 – Dec 2022 D-Light Kenya
Outbound Retention TeamManager
Roles Included;
• Delinquency monitoring, data analysis, monitor and improve processes and procedures aimed at reducing delinquency numbers
• Developing of new customer experience strategies/ initiatives.
• Background in SaaS, marketing automation, CDP, messaging platforms, with a deep understanding of managing B2B, Mid-Market customers and technical end users
• Successful implementation of the customer experience measurement metrics
• Timely and effective implementation of customer experience initiative
• Drive customer first program through research insights.
• Mapping and managing the entire customer’s journey.
• Document and recommend new customer experience initiatives/flows
• Communicate the customer experience initiatives with the business.
• Identify gaps in the customer experience department and initiate corrective measures and initiative to close on the gaps.
• Focus on coaching, sales and collection efforts to drive uptake of products and customer knowledge
• In partnership with retention, come up with standard FAQ’s and approach to campaigns to be achieved
• Plan and optimize resources needed to meet company defined service standard
• Conduct Real-time monitoring on a continuous basis and coaching of staff
• Provide hands-on support and guidance to the teams ensuring they deliver the required customer experience, quality of service and campaign targets
• Communicate, monitor and maintain performance standards
• Identify areas for development to ensure continuous improvement
• Identify opportunities to improve product and service offerings based on the voice of the customer
• Continuously assess the technical competence of the team and take steps to develop their knowledge and skills for effective service delivery
• Provide regular daily, weekly and monthly defined reports and initiatives to improve performance
• Develop and maintain motivation plans to enhance productivity of teams and morale eg spiffs
• Attend regular meetings to discuss performance, challenges and remedial plans vs
• Voice of customer needs
• Functional KPIs tracking: productivity, attendance, collections; as may be requested from time to time
• Solid provision of team leadership to the outbound collections team: Conflict management, Daily debriefs, TRE Coaching and Consequence management.
Skills & Qualifications:
• Customer Experience Strategy Development & Implementation
• B2B and Mid-Market Customer Management
• SaaS Platforms, Marketing Automation, CDPs, Messaging Tools
• Team Leadership, Coaching & Performance Management
• KPI Monitoring & Reporting (Productivity, Attendance, Collections)
• Data Analysis & Process Optimization
• Customer Journey Mapping & Experience Measurement
• Conflict Resolution & Consequence Management
• Resource Planning & Workflow Optimization
Achievements:
• Reduced delinquency numbers through process improvements and targeted coaching initiatives.
• Successfully implemented customer experience measurement metrics, improving overall customer satisfaction.
• Improved team productivity and morale through structured motivation plans and hands-on guidance.
• Streamlined outbound collections campaigns with standardized FAQs and approaches, enhancing operational efficiency.
Feb 2019 –August 2019 Betin Kenya
Customer Care Team Leader/Supervisor
Roles Included;
• Assisting the team by organizing the tasks between customer care agents on various platforms
• Supervising the shift to ensure all clients are served accordingly and efficiently
• Handling complaints and other issues that the customer care team comes across with during the shift
• Supervising the team, manage the team productivity, propose policies and work rules to increase the customer care quality and team’s productivity
• Decision making – the ability to make correct and professional decisions. Ensures that decisions are based on the principals of equality and are not biased towards some team members
• Create effective work plans, the ability to identify department issues, and the ability to resolve them efficiently. Identifies customers’ needs and installs the guidance and procedures to increase customer satisfaction
• Communicates with other internal departments in case of issues and follows up on receiving fast resolution of the same
• Good Time management, Organizational skills, Ability to prioritize work and make correct decision under pressure
• Maintains files, emails, reports and other relevant information in an organized manner
• Proactively analyze the performance and communicate issues and suggested solutions to management
• Does department KPI’s and daily reports and Appraisals, analyze the reports to evaluate the team performance, department productivity and provides appropriate feedback to management
• Maintains leave files and organize the team schedule to accommodate business needs
• Organizes frequent training, calibrations and motivates the team to increase the performance
• Demonstrate commitment to customer service by building productive relationships, resolving complex issues and boosting customer loyalty.
• Any other duty that may arise
Skills & Qualifications
• Team Leadership, Coaching & Performance Management
• Customer Service Strategy & Quality Assurance
• Shift Supervision & Task Delegation
• KPI Monitoring, Reporting & Appraisals
• Complaint Handling & Issue Resolution
• Cross-Departmental Coordination
• Time Management, Organizational & Decision-Making Skills
• Staff Training, Calibration & Motivation
• Customer Relationship Management & Loyalty Building Achievements:
• Improved overall team productivity and service quality through structured planning, monitoring, and coaching.
• Implemented training and calibration programs that enhanced agent performance and customer satisfaction.
• Successfully resolved complex escalated issues, boosting customer loyalty and retention.
• Streamlined department reporting and KPI tracking processes to provide management with actionable insights.
Dec 2017 – Jan 2019 HOTEL ONLINE
Reservations and Call Center Manager
Roles Included;
• Ensure that all bookings are all processed and the relevant hotel gets the booking on time.
• Allocate daily tasks to Reservations Agents
• Review the Reservations Sheets and ensure that accurate information is keyed
• Implementing reservation policies and procedures.
• Liaise with the Sales Department in regards to occupancy, Rates Reservation's Analysis.
• Monitoring Telephone Manner and general performance of reservations staff daily.
• Responsible for creating and amending the work schedule according to business needs
• Communication with management to ensure revenues and booking rates are being maintained efficiently.
• Be aware of industry standards, ensuring they are communicated to the team and consistently upheld.
• Manage all guest issues and respond to all queries and recommend ways to increase revenue.
• Coordinate with sales and reservation team and provide training to all Reservations Agents
• Developed, implemented and enforced call center KPIs and metrics.
• Prepared reports and analyzed call center data to continuously improve processes and properly allocate team resources.
• Monitored staff performance to identify deficiencies and implement proactive improvement plans.
• Authorized replacements and refunds to satisfy customers and resolve situations.
• Directed work of multiple teams and assisted with meeting specific team project goals.
• Managed employee performance through disciplining, coaching and counseling.
• Implemented incentive programs and process improvements to bolster underperforming areas.
• Contributed to marketing campaigns and promotional updates on social media platforms.
• Oversaw day-to-day operations and assisted in challenge resolution to reduce potential downtime.
• Led training and onboarding programs to assist new hires with meeting targets.
Skills & Qualifications:
• Reservations Operations Management & Booking Accuracy
• Call Center Leadership, Scheduling & Workforce Planning
• KPI Development, Performance Monitoring & Reporting
• Customer Issue Resolution, Refund Handling & Service Recovery
• Cross Functional Collaboration with Sales and Marketing Teams
• Staff Coaching, Counseling, Training & Onboarding
• Process Improvement & Operational Efficiency
• Revenue Support, Occupancy Analysis & Guest Experience Enhancement
• Strong Communication, Leadership, and Customer Focus Achievements:
• Improved booking accuracy and operational efficiency through structured reservation reviews and policy enforcement.
• Successfully implemented call center KPIs and reporting frameworks to strengthen performance tracking and accountability.
• Enhanced staff performance through proactive coaching, incentive programs, and continuous training initiatives.
• Increased customer satisfaction and revenue contribution by resolving escalations effectively and identifying service improvement opportunities.
Jan 2017- Nov 2017 YUM DELIVERIES
Call Center Manager
Roles Included;
• Maintaining up-to-date knowledge of industry developments and involvement in networks
• Monitoring random calls to improve quality, minimize errors and track operative performance
• Coordinating staff recruitment, including writing vacancy advertisements
• Reviewing the performance of staff, identifying training needs and planning training sessions
• Recording statistics, user rates and the performance levels of the center and preparing reports
• Handling the most complex customer complaints or inquiries
• Organizing staffing, including shift patterns and the number of staff required to meet demand.
• Provide Direction to the drivers and call center operators in performing their delivery tasks,
• Communicate and cultivate training and career development of your employees.
• Execute Bonus and Retention Program as per company policy.
• Achieve company targets for all types of Audits in every KPI.
• Ensure that the drivers are updated in all the roads and train them in using maps.
• Prepare training plan to new and existing drivers, call center operators and ensure that the training within the company standard.
• Ensure all drivers follow the roads regulations and motor bikes safety
• Prepare and approve the time attendance sheet, justify the over time working hours to staff.
• Prepare annual budget and business plan.
• Set individual goals and monitor daily sales targets.
• Provide Sales reports& analysis on timely basis and justify the variances in accordance to the target.
• Develop ideas, provide assistance in suggestion marketing plans & ensure the execution of the marketing, promotions plans.
• Advice, study and recommend delivery expansions, timings and other important factors to increase delivery sales target.
• Balance staffing levels and drivers costs to achieve optimal productivity.
• Ensure the customers are satisfied through the call center agents and the drivers
• Overview the customers’ complaints to provide the proper solution Skills & Qualifications:
• Call Center Operations Leadership & Workforce Management
• Recruitment, Training, Coaching & Career Development
• Quality Assurance, Call Monitoring & Audit Performance
• Customer Escalation Management & Service Recovery
• Logistics Coordination, Driver Support & Route Optimization
• KPI Tracking, Performance Reporting & Data Analysis
• Budgeting, Business Planning & Cost Control
• Sales Target Monitoring & Variance Analysis
• Marketing Support, Promotions Execution & Growth Strategy
• Strong Communication, Compliance, and Safety Management Achievements:
• Improved service quality and operational performance through consistent call monitoring, staff coaching, and KPI management.
• Successfully achieved audit compliance targets across key performance metrics and service standards.
• Strengthened delivery efficiency and customer satisfaction through driver training, route guidance, and escalation handling.
• Supported business growth through operational planning, cost balancing, and recommendations for delivery expansion initiatives. Feb 2014 - Dec 2016 MKOPA KENYA LIMITED
Telesales Team Leader
Roles Included;
• Leading the telesales team to ensure they can reach out to a wider customer base for our products.
• Facilitate direct sales by instructing team members to inform existing customers about new products.
• Take orders made by customers and ensure that they are successfully delivered to them in due time.
• After-sales Service.
• Ensure proper documentation in the information system in due time and check through them for accuracy.
• Interact closely with other team members in the course of work to ensure that everyone is carried along and updated on work progress to achieve maximum results
• Demonstrated gentle but effective persistence to overcome initial customer reluctance, resulting in converted sales.
• Structured follow-up policies to convert hot leads into sales.
• Created new team member onboarding processes and policies to allow new employees to rapidly contribute to team progress.
• Remained calm and poised during stressful and difficult situations, helping diffuse challenging conversations.
• Used sources like telephone directories and lists purchased from other organizations to identify potential customers.
• Participated in telemarketing and sales training to learn about new techniques and tactics.
• Built immediate connections with prospective customers, creating trust by explaining offerings and answering questions.
• Scheduled appointments for prospective clients to meet with company's sales representatives.
• Handledwarmcallsfrominterestedindividuals,quickly turning interest to sales.
Customer Service Agent
• Ensuring the customer needs are met in an exceptional way
• Welcoming all new customers to the company and giving them a priority with all new products.
• Hitting all the set targets and KPI’s
Skills & Qualifications:
• Telesales Leadership, Team Coordination & Target Delivery
• Lead Generation, Pipeline Development & Customer Outreach
• Sales Conversion, Objection Handling & Follow Up Strategy
• Customer Engagement, Relationship Building & Retention Support
• Order Management, Documentation Accuracy & System Compliance
• Onboarding, Training Support & Team Development
• Calm Conflict Handling & Professional Communication
• Strong Persuasion, Persistence, and Customer Focus Achievements:
• Increased sales conversions through structured follow up policies and effective telesales coaching approaches.
• Strengthened customer trust and improved engagement by building strong rapport and delivering clear product communication.
• Enabled faster team productivity through improved onboarding processes for new employees.
• Successfully converted warm and hesitant leads into sales through persistence, professionalism, and strong service delivery. June 2012 –Jan 2014 HORIZON CONTACT CENTERS
Customer Service Team Leader - Steers and Debonairs Roles Included;
• Helping with training and development
• Completing paperwork
• Handling complaints (from both staff and customers)
• Financial responsibilities
• Helping with promotional events
• Develop motivational plans for the team and contribute to wider company plans to improve staff well being and help create and maintain a fun work environment.
• Reporting to senior-level management
• Motivating the team to perform consistently.
• Conduct 1 on 1 performance reviews with agents weekly.
• Manage accounts in real-time as per service requirements.
• Act as a role model to staff and serving as a liaison between agents and management.
• Greeted customers, processed orders and account updates and completed transactions.
• Notified customers about estimated delivery dates and described service contracts and warranties.
• Performed administrative support functions, processed payments and reconciled accounts.
• Demonstrated in-depth knowledge and understanding of product line, pricing structure and gross profit objectives.
• Quoted prices for items desired, explained credit terms and collected credit information to qualify customers.
• Met and exceeded daily service quality and performance goals.
• Followed scripts to maintain good call control.
• Kept updated on available products, services and promotions.
• Managed time by prioritizing workload and juggling multiple tasks simultaneously.
• Made informed decisions under stressful circumstances.
• Engaged with customers to understand needs, resolve issues, and answer product questions.
Customer Service Agent
Roles Included;
• To be conversant with routing
• Fingertip knowledge of both the Steers and Debonairs menus and promotion dates
• Upselling on all orders made by the customer whether at the outlet or via phone call
• Be conversant with the outlet operations especially on busy days
• Have excellent customer service and give the best customer experience April 2010 – Nov 2010 ESSAR TELCOM KENYA LIMITED
Customer Service
Roles Included;
• To offer high-quality customer experience to all customers.
• To manage and resolve customer complaints.
• To identify and escalate priority issues and where necessary, follow up customer concerns.
• To document all customer interaction information according to standard operating procedures.
• To ensure accurate and timely filing of all presented customer documentation
• Shared relevant tools with customers as necessary to reduce support call frequency.
• Directed phone calls to shorten service time and steer conversations towards targeted solutions.
• Returned customer calls and responded to inquiries and complaints.
• Navigated multiple systems to identify source of issue.
• Resolved product and service issues promptly.
• Offered products and services to meet customers' needs and goals.
• Built strong knowledge of product line to assist customers in selecting products.
• Handled escalated callers to reach positive outcomes.
• Addressed customer concerns and complaints and resolved issues promptly.
• Documented detailed notes in CRM system to track customer interactions.
• Provided solutions, recommendations and replacements with empathy and positive feedback.
• Answered inbound calls to greet and assist customers with various needs and questions.
• Combined active listening skills, prepared scripts and personal communication expertise to determine best solution for each caller. KEY STRENGTH AND COMPETENCIES
• Good verbal and written communication skills both English and Kiswahili
• Experienced and capable of working in a diverse workforce
• Willing to work in a challenging environment dynamic in a schedule shifting
• flexible and able to adapt to changes
• Ability to interact with new people in the diverse marketing environment
• Able to work under pressure with minimal supervision possible.
• Uphold a high sense of integrity in the organization.
• Performance assessment
• Training and development
• Recruitment life cycle
• Reporting and documenting
• Performance reviewing
• Oversee operations
• Industry trends
• Key Performance Indicators (KPIs)
• Performance management
• Operations management
REFEREES
John Eduard Lowe Dominguez
Operations Manager
Solvo Global
Nairobi
Tel: +504-****-****
Email: ****.****@***********.***
Anita Kibui
Call Center Manager
Dlight Solar
Nairobi
Tel: +254-***-******
Email: *****.*****@******.***
Felista Njeru
Customer Care Operations Manager
M-kopa Solar
Nairobi
Tel: 072*******
Email: *******.****@*****.***
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