Calleb Omondi Maji Head of Operations at Call Centre House (CCH)

Co-Founder and Executive Director Of Creatives

GreenGather GG

Feb 2025 - Current (1 year 9 months)

As Co-Founder and Creative Director at GreenGather, I bring over 6 years of experience in BPO operations, call centre management, and digital marketing to build a brand that resonates with communities and businesses. My background in media production, content strategy, and customer experience optimization positions me to lead GreenGather’s creative vision, ensuring our mission of sustainable, community-driven fresh produce stands out. What We Aim to Achieve in the Next 12 Months: 📅 Expand GreenGather’s digital footprint through immersive storytelling, video marketing, and social media campaigns that connect with wider audiences across East Africa. 💰 Develop strategic partnerships with influencers, media outlets, and sustainability advocat

Head of Operations

Call Centre House CCH

Dec 2024 - Current (1 year 11 months)

As the Head of Operations at Call Centre House, I am responsible for overseeing end-to-end operational strategy, driving performance, ensuring compliance, and enhancing customer experience. Key Roles & Responsibilities 1. Operational Leadership & Strategy • Develop and implement strategic initiatives to improve call center efficiency and service delivery. • Drive operational excellence by setting performance benchmarks and ensuring key performance indicators (KPIs) are met. • Manage workforce planning, resource allocation, and cost optimization to maximize productivity. 2. Customer Experience & Performance Management • Lead initiatives to improve first-call resolution, reduce average handling time, and enhance overall service levels. • Impl

Senior Operations Manager

Call Centre House

Mar 2024 - Mar 2025 (1 year 1 month)

At Call Centre House (CCH), I lead and manage the operational strategy for one of the industry’s most dynamic and innovative BPO advisory firms, ensuring that businesses of all sizes optimize their outsourcing strategies. With over 5 years of industry experience, CCH is a trusted partner in the BPO sector, helping organizations navigate complex customer experience (CX) strategies, select ideal BPO partners, and resolve labor shortage challenges. Key Responsibilities & Achievements: - Strategic Leadership: Oversee the development and execution of operational strategies aligned with CCH’s mission to provide cutting-edge CX and BPO solutions for global clients, focusing on Africa and Asia. - Team Management: Lead cross-functional operations te

Operations Manager

Call Centre House

Mar 2023 - Mar 2024 (1 year 1 month)

Developed and implemented long-term operational strategies that aligned with business goals, resulting in a 30% increase in overall operational efficiency and productivity. Led and managed cross-functional operations teams, fostering alignment with CCH objectives and contributing to 10% revenue growth or efficiency gains. Oversaw budgeting and resource allocation, optimizing operational efficiency and reducing costs by 15% through strategic resource management. Identified and implemented process improvements, integrating best practices and advanced technologies, leading to a reduction in processing time, cost savings, or increased output. Established and monitored key performance indicators (KPIs), enabling data-driven decision-making and e

Learning and Development Manager

CCI Global

Jan 2023 - Mar 2023 (3 months)

1. Training Design and Delivery • Develop training programs tailored to specific job roles (e.g., customer service agents, sales representatives, supervisors). • Conduct onboarding sessions for new hires, ensuring they understand the company’s policies, tools, and processes. • Facilitate soft skills and technical training to enhance employee performance. 2. Performance Management and Upskilling • Identify skill gaps among employees and design training interventions to address them. • Partner with operations managers to create performance improvement plans. • Conduct refresher training sessions to keep employees updated on new processes, products, or tools. 3. Curriculum Development • Create learning materials, including manuals, e-learning

Customer Service Team Lead

CCI Global

Apr 2022 - Jan 2023 (10 months)

•Responded to inbound customer calls, emails, and live chats promptly and professionally. •Assisted customers with product inquiries, billing issues, and order processing. •Resolved customer complaints and concerns, achieving a customer satisfaction rate of 95%. •Accurately documented customer interactions and inquiries in the CRM system. •Collaborated with the sales team to identify upselling opportunities and improve customer retention. •Participated in ongoing training to stay updated on product knowledge and customer service best practices.

Customer Service Representative

CCI Global

Sep 2021 - Mar 2022 (7 months)

•Contributed to team meetings and provided feedback to improve call centre efficiency. •Assisted in training new call centre agents to ensure a smooth onboarding process. •Assisted senior customer service representatives with handling customer inquiries and complaints. •Conducted research to find solutions to complex customer issues, improving the resolution process. •Shadowed experienced agents to learn call centre protocols and procedures. •Developed strong customer service skills and acquired hands-on experience in a professional call centre environment.

Digital Marketing Specialist

Adrian Kenya

Mar 2021 - Sep 2021 (7 months)

Developed and executed comprehensive digital marketing strategies to enhance the company's online presence and increase brand visibility. Conducted market research to identify target audiences and optimize marketing campaigns for maximum engagement and conversion. Managed social media platforms, creating compelling content and overseeing paid advertising efforts to drive traffic and sales. Analyzed key performance metrics (KPIs) to measure the success of marketing campaigns, providing detailed reports and insights to inform future strategies. Collaborated with cross-functional teams (sales, product, and design) to align marketing efforts with company objectives

Media Communications

HGC

Aug 2020 - Sep 2021 (1 year 2 months)

•Good knowledge and managing production through system application programme (SAP) . •Perfect experience in handling media accessories. •With good knowledge on market performance and risk involved, I have generated the best that is in the line with the institution’s vision. •Liaising with online support team to follow up on viewers’ queries and compliant resolution. •Acquisition of media materials and services into the company. •Honoured as one of the most responsible and time conscious individual in my team • Assisting the managerial and working closely with team to beat deadlines and boost production. •Managing information on media ethics regulations and changes that are being experienced in the industry.

S

Logistics Assistant

SWIFTMECOM SWIFT COURIER EXPRESS DELIVERY

Sep 2019 - Mar 2020 (7 months)

•Managing the import process and the import documentation •Supplier selection by allowing the company choose the most responsible and the most qualified suppliers. •Manage the general sales and flow of goods in the store. •Participate in the decision making process and the general management of the company. •Monitor daily deliveries done and approve daily ordering of the neccerasary goods and services •Produce minutes of meeting and drafts of replies to correspondence Welcome and look after visitors. •Collaborate with the personals to ensure clarity of specification and expectations of the company.

N

Editorial Staff

Nairobi Nibs tv

Aug 2018 - Mar 2019 (8 months)

Led content strategy, ensuring brand consistency across media channels. Coordinated production teams and managed the content management system.

Calleb Omondi Maji

About

Detail

Timeline

Résumé

Calleb Omondi Maji

About

Detail

Behavioral traits