Wilfred Nzioki PRINCE2®,CCCM

A Certified Contact Center Manager with over 13 Years’ experience, 8 Years in Leadership and Management, currently holding the Contact Center Operations Manager role in the telecommunication industry. Passionate about customers (including the people in the organization) as key to the success of any business, doing things differently and challenge status quo and paradigms to continuously improve and turn challenges into opportunities, agile working methods and design thinking methodologies, Successfully managing, supporting and promoting unmatched customer experience excellence promise. Background in Research, Design Thinking methodologies, agile way of working, Customer service management, Contact center operations, Project management using PMP,Prince2 and Scrum methodologies, Support functions and process optimization, Coaching, Training and Management. I seek to continue developing a customer relations’ managerial career in a highly competitive and result-oriented business environment using technology as an enabler. KEY SKILLS & COMPETENCIES Leadership and Management - People Management  Building & Supporting effective Teams and Leadership to 180+ High Performing Team  Excellent written and verbal communication skills (articulate) coupled with good predictive analytical, listening and critical reasoning skills Operational Excellence  Focus on effective resource allocation, cross functional delivery of high value, high impact initiatives Project Management  Project management experience & delivery using Prince2, PMP and Agile methodologies (Scrum) Organizational Change Management  Highly adoptive to changes in structure, policies and working environment Creativity and Innovation  Use of Design Thinking Methodologies with cross-industry mindset and research to innovate and be ahead of trends. Coaching & Talent and Capability building  Certified Engagement & Productivity Coach (CEPC) & Certified Trainer