Flavier Undisa Lung'anyi

FLAVIER LUNG’ANYI CONTACTS: PROJECT MANAGEMENT, QUALITY ASSURANCE, CUSTOMER SERVICE & DATA MANAGEMENT. Email:-Phone: - PROFILE I am a dedicated and self-driven individual with diverse experience in project management, team management, quality assurance, and customer care services. In order to achieve maximum profitability, I am devoted to providing a sustainable, competitive, and satisfactory quality of service. I would like to learn, grow my skills, and advance my career as I help organizations achieve their strategic goals. EDUCATION  Jan 2020 - Dec 2021: Kenya Institute of Management - Diploma in Project Management.  Nov 2011- Nov 2012: Nairobi Aviation College - Diploma in Computerized Air Travel Operations and Customer Service.  Apr 2011- Jun 2011: Masters Computer College - Certificate in Computer Applications and Web-based Operations -: Aldai Girls' Secondary School - Kenya Certificate of Secondary Education (K.C.S.E) CERTIFICATION  Aug 2012- Sept 2012: TechnoServe Young Entrepreneur - Certificate in Financial Knowledge, Entrepreneurial, and Employability Skills.  May 2023: Project Management Institute- Certification in Fundamentals of Waterfall Project Management. WORK EXPERIENCE May 2023 to Present: eCore Services LLC – Data Researcher (Freelance) Responsibilities: 1. Data Management Solutions  Data Generation: Creating new data through various means, such as collecting data from sources, conducting surveys, performing experiments, and generating data through algorithms and simulations.  Data Enhancement: Improving the client's data with context pulled from additional external sources in order to expand them.  Data Validation: Checking the integrity, accuracy and structure of data before the client uses it for business operation.  Data Cleansing: Removing incorrect, corrupted, incorrectly formatted, duplicate, and incomplete data within a dataset then replacing, modifying, or deleting the dirty data.  Data Entry: Digitizing data by entering it into a computer system. 2. Sales/ Customer Support Solutions. May 2019 to May 2024: Sama Kenya Limited - Team Lead (Remotely March 2020 to February 2024) Responsibilities:  Client communication and lead calibration sessions.  Identify actionable insights, suggest recommendations, and influence team strategy through effective communication.  Allocate work correctly and advocate for users within their market, collaborating with global and cross-functional teams to develop global solutions while meeting their personal targets and deadlines.  Conduct weekly individual performance reviews on productivity, quality assessments, and coaching while offering constructive feedback on work done.  Prepare daily individual performance activity reports, incident logs, and shift planners to ensure that the statistics are interpreted well to meet the required business standards.  Carry out any other ad hoc duties as may be requested, from time to time, by the immediate Manager. November 2020 to August 2021: MKOPA Solar Limited - Customer Care Representative (Part-Time Basis) Responsibilities:    Respond to customer queries on calls both inbound and outbound by providing appropriate solutions and alternatives within the time limits; follow up to ensure the resolution. Work on assigned tasks to identify customers' needs in order to achieve satisfaction. Build sustainable relationships and trust with customer accounts through open and interactive communication. October 2017 to April 2019: Sama Kenya Limited - Quality Analyst Responsibilities:   Manage associates' performance in quality and act as a client liaison concerning basic QA management. Provide feedback to Team Leaders on identified areas that individual members of the team need to improve on for coaching.  Documenting and recommending processes that could improve QA by coming up with trackers and providing coaching and agent support. June 2016 to September 2017: Sama Kenya Limited – Associate Responsibilities:   Product classification and data verification through reviewing, correcting, deleting, or re-entering data; purging files to eliminate duplication of data. Maintain data work requirements by following data program techniques and procedures, meeting, and maintaining the required quality threshold. March 2014 -June 2015; Family Hope Trust Sacco - Office Clerk Responsibilities:  Perform basic bookkeeping, filing and tending to inbound and outbound calls.  Compile financial records by preparing monthly income and expenditure reports. September 2013 -November 2013: Bethel Secondary School — Teacher (Volunteering) Responsibilities:  Planning and preparing lessons.  Providing learners with one-on-one support. June 2012 to July 2012: TUPANGE Imarisha Maisha -Research Assistant Responsibilities:  Conduct research on family planning methods that were in use.  Help the targeted audience to fill out questionnaires. ACHIEVEMENTS  Successfully managed three trials and two pilots that turned into wins for the company.  Promoted to different roles in a span of 3 years. This was from being an associate, to a Quality Analyst then to a Team Leader based on good performance at work.  Successfully managed and led a team of forty-two associates remotely in Kenya and Uganda. SKILLS ● ● ● ● ● ● ● ● ● ● ● Proficiency in Microsoft Office Suite Customer Service Communication Skills Organizational Skills Keen to Detail Team Management Project Management Time Management Problem-solving Skills Analytical Skills Business Acumen REFEREES Clare Odinga: Launch Manager, Sama Kenya Limited-Owen Mugesi: Human Resource Generalist-Getrude Chepkirui: Team Leader, Sama Kenya Limited-