Elijah Otieno Email & Phone Number

Nairobi County, Kenya

Supervisor – KYC, Inbound, Welcome (d.light Limited)Spearheaded initiatives that resulted in a 43% revenue increase by optimizing credit assessment processes, enhancing customer satisfaction, and minimizing collection costs. Awarded the New Project Initiative Award for leading KYC Compliance Kenya from inception to success.Achieved a service level of 97% in the Inbound Queue, the highest in d.light's history, with a 92% Quality score, 90% First Call Resolution, and a 95% Answer Rate. This performance set new records for the business.Increased onboarding rates to 85%, significantly reducing inbound call volume by equipping clients with knowledge of USSD and app usage.Developed and implemented a KYC dashboard for Kenya, Uganda, Tanzania, and Nigeria, improving customer activation from 85% to 95%.Real-Time Analyst (d.light Limited)Played a pivotal role in maintaining a 97% Service Level for inbound calls, with an abandonment rate of just 1% over two consecutive months. Designed and executed scheduling plans based on real-time data, ensuring optimal agent performance and efficiency.

Nairobi, Kenya

• Managed call flows and generated reports as team captain at Call Center International in Nairobi, Kenya.• Ensured first-call issue resolution, escalating urgent concerns via Freshdesk for efficient customer service.• Conducted repeat calls analysis to improve service quality and audited new agents for adherence to standards.

Siaya County, Kenya

Trained in conducting household, women’s, children’s, and men’s surveys using Open Data Kit (ODK).Administered household surveys focused on household structure, communication channels for health education, and transportation means.Conducted surveys with women (ages 15-49) on pregnancy, antenatal care, and post-pregnancy challenges.Led children’s health surveys for women (ages 15-49) with children under 5, addressing nutrition, vaccination, and overall child health.Surveyed men (ages 15-55) about supporting women during pregnancy and caring for young children.

Ugenya, Bondo, Kenya

• Trained enumerators and ensured all necessary materials and equipment were ready for census enumeration.• Assigned enumeration areas to enumerators and collaborated with local leaders to identify special population groups.• Maintained a register of enumerators and submitted all equipment and questionnaires to the County Statistics Officer.

Kisumu, Kenya

• Prepared daily and monthly regional revenue reports for Domestic Taxes and Customs & Border Control departments.• Conducted bank reconciliations and provided status reports to headquarters in Nairobi.• Verified taxpayer payments in the system.• Processed payments for staff claims and supplier invoices using SAP.