Samuel Anesu Nyoni

I am an Operations and Real-Time Analyst with 2+ years of professional experience working in the BPO / customer support industry. I currently work at Concentrix as a Real-Time Analyst (April 2025 – Present), where I support daily operations by monitoring real-time performance, managing staffing and schedules, tracking adherence, preparing operational reports, and communicating with Operations Managers and Team Leaders to ensure SLAs and KPIs are met. Previously, I worked at Concentrix as a Customer Service Advisor on the SAS project (January 2025 – April 2025). In this role, I handled customer support through voice and digital channels, followed strict processes and SLAs, documented cases accurately, and maintained high quality and compliance standards. Prior to this, I worked as a Junior Engineer at C.N. Cube Consulting Engineers (February 2023 – August 2024), where I developed strong attention to detail, technical documentation skills, and experience working with structured processes.

Core Skills & Services:

• Real-time operations monitoring
• Workforce management support
• Scheduling and adherence tracking
• Operational reporting (Excel, Google Sheets)
• Stakeholder communication
• Remote administrative and operations support

I am comfortable working fully remotely, collaborating with global teams, and supporting operations, administrative, or analyst-type tasks. I am currently open to part-time or contract remote opportunities in operations support, workforce coordination, or virtual/administrative assistance.