Okoth Evans Email & Phone Number

Kenya

• Foster strong relationships with internal teams and external clients through effective communication and a proactive approach, ensuring alignment with project objectives and fostering trust.• Assist the Project Manager in identifying and defining project requirements, scope, and objectives, ensuring that project goals are met and delivered on time.• Maintain accurate and up-to-date project documentation, including Project Workbooks, Action Logs, Workstream Trackers, Highlight Reports, and Project Plans, to provide visibility and support project tracking.• Monitor and support the progress of workstreams, ensuring any issues are promptly identified and resolved in coordination with the Project Manager.• Prepare and deliver Business Readiness Project reports, highlighting key milestones, risks, and outcomes to the Project Manager and relevant stakeholders.• Update and manage the Project Management Induction pack, reflecting changes in personnel, processes, and templates to ensure continuous improvement and compliance with best practices.• Project Management Standard Operating Procedures and supporting documentation, ensuring alignment with organizational standards and project methodologies.• Support the Project Manager in the creation of Milestone Plans and other presentations to communicate project strategy and progress effectively.• Continuously seek opportunities for process optimization and implement improvements to enhance project efficiency and effectiveness.

Nairobi, Kenya

• Analyzed historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plan.• Maintained the right Headcount, calculating call capacity & ensure service level targets are met.• Ensured that the real-time management team is providing the appropriate real- time oversight and takes appropriate action to meet service level goals and maximize efficiency.• Created various reports and dashboards to measure and manage the production KPIs.• Created agents’ schedules by language following the intraday requirements per activity etc.• Analyzed schedule performance, forecast accuracy, underlying assumptions, historical trends & make continuous adjustments & improvements to the Headcount planning & scheduling process. Create and validate activity forecasts from a monthly to a quarter hour granularity.• Worked on long term projections to align proactively the site capacity with the client requirements.• Communicated all these data and WFM topics with the site teams and also with the clients.

Analysed and classified portfolio risk assessment to avoid bad debt exposure Gathered Agent performance data, Voice of Customer (Digital) and dailycollection records for strategic planning on recovery activities. Maintained track record of all the recovery progress and ensure KPI's are met Prepared and presented monthly, Quarterly, and annual portfolio performancereports to key stakeholders. Performed workforce management on agent headcount requirement to feed intothe annual budgeting and bi-annual budget reviews. Oversaw day-to-day call centre debt collection operations.

Nairobi, Kenya

Roles and responsibility Create an inspiring team environment with an open communication culture Set clear team goals Delegate tasks and set deadlines Oversee day-to-day operation Monitor team performance and report on metrics Motivate team members Discover training needs and provide coaching Listen to team members’ feedback and resolve any issues or conflicts Recognize high performance and reward accomplishments Encourage creativity and risk-taking Suggest and organize team building activities

Nairobi, Kenya

Roles and responsibility Listen and respond to customers’ needs and concerns Provide information about products and services Take orders, determine charges, and oversee billing or payments Review or make changes to customer accounts Handle returns or complaints Record details of customer contacts and actions taken Research answers or solutions as needed Refer customers to supervisors, managers, or others who can help.

Bondo

● Presented, promoted and sold products using solid arguments to existing andprospective customers● Performed cost-benefit and needs analysis of existing/potential customers tomeet their needs● Established, developed and maintain positive business and customerrelationships● Reached out to customer leads through cold calling● Expedited the resolution of customer problems and complaints to maximizesatisfaction● Achieved agreed upon sales targets and outcomes within schedule● Analysed the territory/market’s potential, tracked sales and status reports● Supplied management with reports on customer needs, problems, interests,competitive activities, and potential for new products and services.

Homabay

Sytem banking and bank reconciliationCapturing,checking,examination and payment of claimsReceiving and capturing registration forms.

Nairobi

Tutoring Mathematics and Business Studies