Augustine Mugendi

1.Understanding Business Needs: I collaborate with call center stakeholders to grasp their needs in managing inbound and outbound call operations efficiently. We analyze data, migrate it to Data Warehouse, and create interactive call center dashboards using Power BI.

2. Data Model Enhancements: We use diagrams like Entity Relationship, Logical, and Physical to model call center data. This includes key attributes such as conversation segment facts, session metrics, and user presence facts to understand call trends and agent performance.

3. Documenting and Reporting: I generate reports on call quality metrics, performance trends, and areas for improvement using session segment facts, survey facts, and survey question scores. These reports provide actionable insights to enhance call center operations.

4. Efficient Database Development: My team designs and implements databases to efficiently store call center data, leveraging tools like Talend and Informatica for data transformation. We ensure seamless integration with existing systems for thorough analysis.

5. Database Implementation Mastery: I proficiently use SQL scripting to extract and manipulate call center data for reporting and analysis, ensuring smooth operations and maintaining data integrity.

6. Comprehensive Project Involvement and Collaboration: I actively participate in call center improvement projects, collaborating with supervisors and agents to identify performance gaps and implement targeted coaching sessions. Our collaborative efforts ensure the effective deployment of solutions.

7. Ensuring Data Safety and Rules: I implement data management practices such as Master Data Management to uphold the integrity and accuracy of call center data. Additionally, I develop security plans to protect sensitive customer information in line with industry regulations.

8. Teaching and Helping Users: I conduct training sessions for call center staff to effectively utilize software and quality monitoring tools. Empowering agents with enhanced communication and problem-solving skills leads to improved customer interactions.

9. Making Room for More Data by creating scalable database.

Collaborate with call center stakeholders to understand business needs for managing inbound and outbound call operations efficiently.
Analyze data, migrate it to a Data Warehouse, and create interactive call center dashboards using Power BI.
Use Entity Relationship, Logical, and Physical diagrams to model call center data.
Document and report on call quality metrics, performance trends, and areas for improvement using session segment facts, survey facts, and survey question scores.
Design and implement databases to store call center data, leveraging Talend and Informatica for data transformation.
Use SQL scripting to extract and manipulate call center data for reporting and analysis.
Participate in call center improvement projects and collaborate with supervisors and agents to identify performance gaps and implement targeted coaching sessions.
Implement data management practices such as Master Data Management to uphold the integrity and accuracy of call center data.
Develop security plans to protect sensitive customer information in line with industry regulations.
Conduct training sessions for call center staff to effectively utilize software and quality monitoring tools.
Design scalable database architectures to accommodate increasing call center data volume.

Managed data extraction processes for Airtel Kenya, Zuku Internet, Haco Industries, Kapu, and Pep-tang projects, ensuring validation and cleansing for data integrity.
Generated actionable insights for project managers by analyzing datasets from Airtel, Zuku, Haco, Kapu, and Pep-tang.
Developed interactive dashboards and reports using Power BI and Excel.
Crafted and optimized SQL queries for efficient data extraction from databases.
Implemented a KPI tracking system to provide insights into organizational performance and progress towards strategic objectives.
Presented bi-monthly data analysis findings to project managers and major clients including ZUKU, AIRTEL, KAPU, HACO, Pep-tang, and D-light.
Contributed to database design and maintenance activities to optimize data storage and structures.
Monitored and communicated daily performance data for Airtel Sales Executives and other projects to clients and the Human Resources department.
Implemented advanced security measures to ensure data privacy on organization computers and servers.
Applied financial expertise to prepare accounts, tax returns, and conduct financial forecasting.
Prepared accurate commissions and remunerations for project Sales Executives.

Managed all accounting transactions and ensured accuracy and compliance with financial policies and regulations.
Prepared budgets and conducted financial forecasting.
Published financial statements on time.
Reconciled accounts payables and receivables.
Managed cash flow, ensured timely bank payments, and optimized expense control measures.
Computed taxes, prepared tax returns, and coordinated audits.
Prepared payroll and contributed to employee training on financial matters.