CURRICULUM VITAE
A. PERSONAL INFORMATION
FLORENCE NYAMBURA KIRABU
B. CAREER OBJECTIVE
My career objective is to work within the organization where I put my skills to use for the benefit of the
organization and personal career growth.
C. PERSONAL ATTRIBUTES
Flexible_ I understand the need to remain flexible to support last minute demands and changes. I am
comfortable in changing environments and situations.
Honesty_ honest, cheerful and patient while dealing with my team members.
Goal oriented_ I am focused and concerned on achieving aims and objectives of the organization.
Self-motivated_ I have the ability to do what needs to be done without influence from other people or
situations. Being self-motivated gives me a reason to complete a task even when challenging without
giving up or needing another to encourage me.
D. ACADEMIC QUALIFICATIONS
JAN 2016 TO JULY 2018: NIBS TECHNICAL COLLEGE
Diploma in Human Resource Management. Attained a credit
JAN 2015-MARCH 2015: RHEMA INSTITUTE KIAMBU.
Certificate in Computer packages. Attained a Distinction.
JAN 2011-DEC 2014 : KOMOTHAI GIRLS’ TECHNICAL HIGH SCHOOL Olevel. I attained a C (plain)
E. OTHER CERTIFICATES AND AWARDS.
Awarded certificates of merit for taking part in curriculum activities.
Awarded a certificate of leadership, for being a highschool dormitory captain. Awarded
certificate of merit at Copia for selling high margin products
F.WORK EXPERIENCE
❖ 2019 May to August 2023: COPIA KENYA LTD.
Since I joined the company, I served and worked in various levels and departments.
September 2022- to August 2023- Telesales manager Eastern business
Mid-March 2022 to August 2022 - Second in Command.
March one week - COPAA score associate (pioneered).
July 2021 to March 2022 - Quality analyst.
April 2021 - Senior tele sales associate.
March 2021 - Senior sales associate.
August 2019 to Feb 2021 - Sales associate.
May 2019 to July 2019 - Sales Trainee.
Duties and Responsibilities I undertook as a Telesales Manager.
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Design and monitor workflow
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Associate portfolio management
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Team management
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Quality assurance
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Coaching and mentorship
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Performance management
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Data analysis
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Reporting market insights Duties I undertook as a Quality Analyst.
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I ensured that the agents are well aligned with their responsibilities, targets and ensured they are
aware of the ongoing incentives, offers and promotions. I also encouraged and motivated them
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I ensured that the tele-sales associates are knowledgeable about their responsibilities and tasks.
Duties I undertook as a Tele-Sales Team Lead.
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Attended various meetings, i.e. daily associate reviews where we accessed previous day’s
performance, address any concerns, what worked and what did not, and ensure the associate has
plans to even perform better and reviewed this in the next meeting and track it in the daily hourly
tallies. I gather all this information from the associates and present it during the daily tele-sales
managers meeting to be addressed.
•
collaborations with the area manager, to ensure attainment of expectations, especially on ordered
agents, ozc, and other kpis. This also creates room for TSAs and FSAs towards a common goal
● listening-in to tele-sales calls to agents and customers and ensure they are in line to the
expectations of the QA, identify the gaps fill in the associate score card tracker and coach them
accordingly, during daily reviews
•
Update the team on hourly productivity report and progress, to ensure they deliver the expected
number of calls daily. By holding the team accountable, productivity has really improved which
is a great achievement.
Skills I have gained as a Telesales Team Lead
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Management skills. I am able to manage the team as required, this has been proven by ability to
coordinate the team by ensuring the team work towards achievements of set targets, and filling
in required documents on time.
•
Coaching and mentorship- This is by coming up with champions for different Kpis, who update
the teams on daily basis, on how the team is trending and strategies to deliver expectations thus
improving their individual performance resulting to overall performance.
•
Sense of urgency- I have developed sense of urgency in that I am able to think on my feet and
come up with strategies to identify ways in which the teams can be more efficient and deliver
expectations at the end of the day.
•
A positive attitude, I have developed a positive mindset which has really assisted me to focus on
growth, being passionate in terms of delivering results, and learning something new every day.
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Development,
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Recruitment
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Motivation
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Selection
Training
I also carried out capacity building and motivational talks to the fellow staff members to boost their
efficiency in the company.
❖ 2018 AUGUST TO OCTOBER: MINISTRY OF PUBLIC SERVICE YOUTH AND
GENDER AFFAIRS - INDUSTRIAL TRAINING
Duties and responsibilities.
● Attending to clients from different ethnicities and their needs as per the guidelines in the office. ●
Sensitizing clients on the various government affirmatives funds and requirements. ● Guiding clients
on the fund application process
● Issuance of payment receipts and updating records on payment status. ● Attending to general office
duties.
Achievement, Competences and Values.
● Team work where I cooperated well with other staff members.
● Professionalism in handling the clients and office work.
● Time management_ I opened and cleaned the office in time and arranged all files and books to use in
order, so as to save time when handling clients.
G. HOBBIES
Reading books
● Socializing
● Traveling
