Douglas Jumba
Nairobi, Kenya--
EXPERIENCE
SKILLS
Jamii Telecommunications, Nairobi — Team Leader
Sales Leadership & Territory
Nov 2024- PRESENT
●
●
●
●
●
Support Regional Manager and field team across Kangundo Road
territory
Set goals and lead daily operations for trade reps and agents
Drive territory revenue and customer pipeline management
Deliver weekly team performance reviews and reporting
Supervise trade channel implementation and agent training
Talent Pop, Remote— Virtual Assistant
June 2024- PRESENT
● Serve as the primary point of contact for clients, ensuring a seamless
●
●
●
●
and personalized support experience
Assist with onboarding new users and guiding them through product
setup and usage
Respond to customer inquiries and troubleshoot technical or
service-related issues in a timely manner
Coordinate cross-functional workflows to fulfill client orders and
support requests
Analyze customer feedback to identify trends and recommend
improvements to products and services
Management
Client Relationship & Account
Management
Operations & Inventory Control
Team Coaching & People
Development
CRM Tools & Performance
Reporting
Market Research & Business
Analysis
EDUCATION
Koko Networks, Nairobi— Team Leader
University of Nairobi,
Nairobi — BCom Business
Administration
Dec 2021- Nov 2024
Jan 2015 - Nov 2018
●
●
●
●
Built and managed network of Club Agents
Led onboarding/offboarding, route planning, and business
partnerships
Ensured effective pricing, merchandising, and sales execution
Tracked shop P&Ls and coached field teams
Degree in Business
Administration
d.Light Solar, Nairobi— Team Leader
Institute of Advanced
Technology, Nairobi—
Certificate
May 2016- Dec 2021
Jan 2013 - Aug 2013
●
●
●
Supervised outbound call center team and resolved escalations
Ensured achievement of KPIs and customer satisfaction
Reported weekly performance and executed appraisals
Certificate in International
Computer Driving License.
LANGUAGES
English, Swahili
d.Light Solar, Nairobi— Customer Care Representative
Nov 2015- May 2016
●
Provided timely and professional support to customers via phone, SMS,
and email
●
Assisted customers with inquiries, order placements, product usage,
and troubleshooting
●
Escalated unresolved issues to the technical team while ensuring
proper follow-up
●
Accurately documented customer interactions in CRM systems
●
Educated customers on new products, offers, and best-use practices
●
Contributed to overall customer satisfaction and retention goals
Creative Innovations, Nairobi— Brand Co -ordinator
March 2013- May 2015
Developed marketing strategies and led brand performance reporting
PROJECTS
Project Name — Detail
1. Launch of KOKO Club – KOKO Networks (2023)
Role: Team Leader
Summary:
I led the launch of the KOKO Club, a loyalty and engagement program that
boosted customer retention and enhanced brand trust. I also drove grassroots
marketing campaigns and improved our digital engagement strategy, which
resulted in significant sales growth across multiple neighborhoods.
Impact:
●
Increased agent and customer participation.
●
Strengthened brand visibility through social media.
●
Created a scalable model for localized customer engagement.
2. Agent Network Expansion – KOKO Networks
-)
Role: Team Leader
Summary:
I led the recruitment and onboarding of over 350 new agents within three
months. I developed and rolled out training modules, optimized performance
tracking systems, and provided regular coaching to drive sustained
productivity and engagement.
Impact:
●
Accelerated sales growth across key territories.
●
Significantly improved agent performance and retention.
●
Built a structured, scalable agent management framework.
3. Call Center Optimization – d.light -)
Role: Call Centre Team Leader
Summary:
I led a complete overhaul of outbound call center operations by introducing
optimized scripts, implementing live feedback loops, and developing coaching
systems. These changes increased our conversion rates and improved overall
team efficiency.
Impact:
●
Boosted team productivity and morale.
●
Enhanced customer satisfaction and upselling.
●
Maintained consistent top-tier performance quarter over quarter.
