CAROLYNE KOMEN
San Diego,CA
Summary
A seasoned leader with 14 years of experience in BPO operations leadership, managing large-scale, multi-geo, multicultural service delivery teams for global tech companies. Proven success in vendor management, business process reengineering, workforce planning, and KPI-driven performance management. Expertise in leveraging big data for operational insights and optimizing cost efficiencies in high-growth, high-scale environments.
Overview
19
19
years of professional experience
Work History
Consultant – Regional BPO Operations
Hugo Technologies
05.2023 - Current
- Led service delivery reorganization and process re-engineering to optimize BPO operations
- Audited and redesigned workflows to improve efficiency, resource allocation, and collaboration
- Provided strategic advisory support on African markets and tech industry trends
- Developed best practices for vendor contracting, workforce management, and compliance
Customer Operations Lead
Scale AI
01.2022 - 01.2023
- Spearheaded end-to-end operational setup for a new BPO service vertical, scaling operations rapidly
- Established SOPs, knowledge resources, and KPI-driven performance monitoring
- Partnered with sales and product teams to define operational scope and process automation
- Managed vendor relationships, driving efficiency and customer satisfaction improvements
Director, Schools
Bridge Academies
04.2021 - 01.2022
- Managed 112 schools across Kenya, overseeing operations, compliance, and workforce training
- Leveraged big data analytics to optimize academic programming and resource allocation
- Engaged government and community stakeholders to drive policy support for school operations
Program Director
Sama
02.2019 - 04.2021
- Led launch and oversight of a new BPO program in Sub-Saharan Africa supporting customer operations
- Managed a cross-functional team, integrating HR, IT, and facilities to scale operations in 6 weeks
- Developed industry-aligned service delivery frameworks and quality assurance metrics
Portfolio Manager
Sama
08.2017 - 01.2019
- Oversaw BPO service delivery for a portfolio of projects, leading 700+ teams across Kenya and Uganda
- Drove data-driven decision-making to meet client SLAs, AHT targets, and cost efficiency KPIs
- Collaborated with clients on process innovation and automation strategies
Senior Field Project Manager
Sama
09.2014 - 07.2017
- Managed vendor partnerships across East Africa and India, ensuring contract compliance and performance
- Conducted user research for digital platform enhancements in work allocation and tracking
- Co-developed an impact measurement framework for workforce training and retention initiatives
Field Project Manager
Sama
07.2012 - 08.2014
- Led the establishment of the Kenya project management unit, overseeing partner sourcing and onboarding
- Developed and optimized training programs for marginalized youth entering the digital workforce
Consultant – Youth Employability Programs
African Center for Women & ICT
05.2010 - 06.2012
- Designed and delivered digital skills training for 600+ young women from informal settlements
- Conducted job market research to align training with in-demand digital job opportunities
- Prepared and presented impact reports to donors and stakeholders
Business Development & Financial Portfolio Management
Barclays Bank & British American Asset Managers
01.2006 - 02.2009
- Managed financial portfolios, client relationships, and strategic business development initiatives
- Business Development & Financial Portfolio Management
Education
Master of Arts - Social Innovation
University of San Diego
01.2024
Bachelor of Science - Busines Information Technology
Strathmore University
01.2005
Skills
- BPO Operations
- Vendor Management
- Data Analytics
- KPI Performance Management
- Workforce Planning
- Process Optimization
- Business Process Reengineering
- Service Delivery
- Cost Efficiency Optimization
- Cross-Functional Leadership
- Stakeholder Engagement
- Change Management
- Risk Management
- Technology Ethics
- Social Impact Analysis
- Microsoft Office Suite
- CRM
- Data Tools
Areas of Interest
- Expert in emerging trends in AI, automation, and workforce digital transformation.
- Experienced in human-centered design and program impact evaluation.
- Regular speaker and mentor in technology ethics and social impact initiatives.
- Passionate about leveraging technology for sustainable, inclusive economic growth.
Timeline
Consultant – Regional BPO Operations
Hugo Technologies
05.2023 - Current
Customer Operations Lead
Scale AI
01.2022 - 01.2023
Director, Schools
Bridge Academies
04.2021 - 01.2022
Program Director
Sama
02.2019 - 04.2021
Portfolio Manager
Sama
08.2017 - 01.2019
Senior Field Project Manager
Sama
09.2014 - 07.2017
Field Project Manager
Sama
07.2012 - 08.2014
Consultant – Youth Employability Programs
African Center for Women & ICT
05.2010 - 06.2012
Business Development & Financial Portfolio Management
Barclays Bank & British American Asset Managers
01.2006 - 02.2009
Master of Arts - Social Innovation
University of San Diego
Bachelor of Science - Busines Information Technology
Strathmore University
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