Brian Nduta
Team Leader
Nairobi,Nairobi
Summary
Goal-oriented, astute Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering over one year of extensive leadership experience in Customer Service. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.
Overview
5
5
years of professional experience
23
23
years of post-secondary education
Work History
Team Leader Manager
Lifetouch Photography
09.2023 - Current
- In this time I have spearheaded process improvements that led to significant agent development while maintaining quality standards throughout Lifetouch functions.
- Facilitated cross-training opportunities among team members, creating a more versatile and resilient workforce capable of handling our multiple lines of businesses.
- Mitigated potential conflicts among team members by promoting open communication and fostering a positive environment.
- Contributed to the development of company-wide best practices by actively participating in leadership meetings and sharing insights from the team's experiences.
- Championed employee development programs that led to internal promotions and increased retention rates.
- Implemented data-driven strategies to identify areas for improvement in team performance, leading to increased productivity levels.
- I have been able to oversee week over week and month by month team improvement to attain all KPI targets.
- Developed strong relationships with other shareholders for effective running of the team and Lifetouch as a whole.
Assistant Trainer
Lifetouch Photography
10.2023 - 11.2023
- For four weeks, I was under the mentorship of a senior trainer, Denis
- During this time, I gathered the following skills:
- Facilitation and coaching skills
- Data presentation and reporting skills.
- I was responsible for conducting nesting and certification calls for the training team.
Subject Matter Expert at Lifetouch
Lifetouch Photography
09.2022 - 08.2023
- I worked as a Subject Matter Expert for eleven months
- As much as it involves expertise in a single product, it involves problem solving
- I was of great help in handling different technical and tough situations involving a wide variety of customer concerns
- Apart from that, I gained several skills like:
- Team Manager's leadership skills- I have been an acting Team Leader for 2 months in my 11-month tenure
- Analysis and report writing from deep dives and bulk data
- Real-time analysis of data from active team members
- Basic and semi-advanced IT resolution skills
- Trained, coached and mentored agents to increase team productivity
- Provided analytical support for new product development and program implementation
- Carried out data analysis and assessment and presented results to management
- Handled complex problems and issues by understanding root causes and implementing solutions
- My working tenure in CCI has helped me gain people skills, office etiquette, target driven work and working under pressure.
Customer Service Representative
Lifetouch Photography
08.2022 - 09.2022
- From my previous working experience with numerous American based customers, I took to customer service like fish to water
- I maximized customer satisfaction by resolving service issues promptly
- I monitored customer surveys and feedback to develop corrective actions for service-related issues
- I built rapport with customers through courteous and professional communications
- From all the recorded ratings from customers in that time, they were very satisfied with all the resolutions I offered.
Sales Development Representative
Health IQ
02.2022 - 08.2022
- As a call center agent under Health IQ, I was mandated to develop interest and make sales from our clients
- I secured new clients through targeted prospecting and networking
- I shared comprehensive brand and product knowledge to maximize sales
- My performance was excellent, and I was well within my operation parameters and attained my targets
- I also learnt the ropes and demands of most of my superiors, the teamwork and energy to get things done and I feel ready to tackle them head on.
Data Entry Clerk At Vaccination Drive
Fountain Gate Church
08.2021 - 11.2021
- My duties were to register all who were being vaccinated at that time and giving them assurances in case they had any doubts about the process
- I identified errors in data entry and related issues, reporting to supervisors for resolution
- I scanned documentation and entered it into the database to maintain accurate records
- The work experience proved very important in improving my minimal supervision work rate.
Census Enumerator
Kenya National Bureau Of Statistics
08.2019 - 09.2019
- On August of 2019 I conducted census as an enumerator in Gachie, my then hometown under Kenya National Bureau of Statistics
- It required learning new operating software (CAPI machine) which I aced
- Prepared and conducted interviews with relevant parties to obtain information required for research purposes
- I encouraged household participation with census duties, providing assistance and explaining procedures
- I worked autonomously to prepare survey reports, tabulate results and carry out document interviews with varied customer base
- This improved my people skills exponentially.
Education
Bachelor of Science - Mechanical Engineering
University of Nairobi
Nairobi 04.2001 - Current
Certificate - Engineering Droughting And Design
Citech
Nairobi 01.2018 - 05.2018
Kenya Certificate of Secondary Education -
Nairobi School
Nairobi 02.2014 - 05.2017
Skills
Customer account managementComplaint handlingOrder processingSalesforce CRMScript following
Product Troubleshooting
Data Presentation
Quality Control
Call Centre Experience
Customer relationsReport generationData entryMeeting Facilitation
Personal Information
ID Number: 36880901
References
- Alice Owino, +254 713188185, iceowino@gmail.com
- Carol Cherotich, +254 790246658, carolcherotich484@gmail.com
- Dr. Mercy Munuria, +254 720980779
- Mercy Thairu, +254 724094507, mercy.thairu@ccikenya.com
Timeline
Assistant Trainer
Lifetouch Photography
10.2023 - 11.2023
Team Leader Manager
Lifetouch Photography
09.2023 - Current
Subject Matter Expert at Lifetouch
Lifetouch Photography
09.2022 - 08.2023
Customer Service Representative
Lifetouch Photography
08.2022 - 09.2022
Sales Development Representative
Health IQ
02.2022 - 08.2022
Data Entry Clerk At Vaccination Drive
Fountain Gate Church
08.2021 - 11.2021
Census Enumerator
Kenya National Bureau Of Statistics
08.2019 - 09.2019
Certificate - Engineering Droughting And Design
Citech
01.2018 - 05.2018
Kenya Certificate of Secondary Education -
Nairobi School
02.2014 - 05.2017
Bachelor of Science - Mechanical Engineering
University of Nairobi
04.2001 - Current