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Work Background
ELR LimitedCustomer Experience Manager
Aug. 2024• Enhanced Client Satisfaction: Designed and implemented a comprehensive customer feedback system, driving a 30% increase in actionable insights. These insights were used to enhance service delivery, resulting in a 25% boost in customer satisfaction scores. • Optimized Team Performance: Led and mentored a team of 10+ customer service representatives, streamlining workflows and reducing complaint resolution time by 20% through targeted training and resource allocation. • Improved Stakeholder Relationships: Fostered transparent communication with clients and partners, increasing trust and client retention rates by 15% and contributing to repeat business opportunities. • Increased Engagement: Collaborated with cross-functional teams to improve customer onboarding and promote reforestation initiatives, leading to a 40% rise in client engagement and participation. • Data-Driven Decision Making: Monitored key performance indicators (KPIs) using CRM tools like Salesforce and Zoho, enabling targeted improvements that resulted in a 20% uptick in positive client reviews.
Eden Reforestation ProjectsProgram Manager
Jul. 2021 - Mar. 2024• Expanded Regional Operations: Spearheaded site expansion initiatives that grew project coverage by 30%, fostering stronger community engagement and increasing donor interest. • Streamlined Project Coordination: Implemented collaborative work plans across multiple teams, achieving a 90% on-time completion rate for planting operations and reducing logistical delays by 15%. • Built Strategic Partnerships: Represented the organization in high-level discussions with stakeholders, including government entities and conservation agencies, resulting in a 25% boost in funding opportunities. • Enhanced Operational Efficiency: Oversaw field operations by managing diverse teams, improving coordination by 20% and ensuring 100% alignment with project goals and timelines. • Optimized Resource Allocation: Developed and tracked budgets, ensuring resource allocation efficiency and reducing financial variances by 18%.
We World Kenya FoundationProject Development Manager
Jul. 2018 - Jun. 2021• Launched Large-Scale Projects: Successfully initiated and managed the "3K" project in Narok, achieving 100% adherence to deadlines and surpassing engagement goals through effective monitoring and evaluation. • Maximized Financial Accuracy: Managed monthly budgets with 95% accuracy by monitoring burn rates and identifying variances, optimizing resource utilization. • Strengthened Community Ties: Built collaborative partnerships with local governments and private stakeholders, increasing community engagement by 20% and securing additional support for projects. • Enhanced Reporting Standards: Produced comprehensive monthly, quarterly, and annual reports, improving tracking and decision-making efficiency by 30%. • Improved Operational Processes: Led data-driven process optimization initiatives, resulting in a 25% reduction in project delays and enhanced efficiency in resource allocation.
CHPAdmin & Program Coordinator (September 2011 – June 2018)
Sep. 2011 - Jun. 2018• Boosted Program Efficiency: Managed daily operations and team activities, improving program completion rates by 20% and enhancing staff collaboration. • Secured Funding: Strengthened donor relationships with partners such as AMREF and EGPAG, increasing funding by 15% and expanding program reach to underserved communities. • Streamlined Procurement: Developed tender documents and led procurement committees, improving process efficiency by 25% and ensuring compliance with organizational guidelines. • Increased Awareness: Organized global awareness campaigns that boosted community involvement by 30%, aligning program goals with local needs. • Enhanced Monitoring: Conducted regular field visits to track progress, improving alignment with objectives by 20% and ensuring timely delivery of project milestones.
CHPProject Coordinator
Nov. 2010 - Aug. 2011• Streamlined Project Delivery: Coordinated daily project operations, achieving 100% adherence to timelines and improving overall team productivity. • Improved Stakeholder Engagement: Acted as the primary liaison between stakeholders and project teams, leading to a 15% increase in stakeholder satisfaction. • Enhanced Data Accuracy: Oversaw project documentation and reporting, improving data reliability by 20% for more informed decision-making.
Hospitalities and Intermediary ServicesAdministrative Officer
Feb. 2009 - Oct. 2010• Increased Operational Efficiency: Managed administrative functions, reducing turnaround times for key processes by 30% through improved workflow designs. • Optimized Client Communication: Developed customer-focused communication strategies, resulting in a 15% increase in client satisfaction scores.
Kobo Safaris Zimbabwe Pvt. Ltd.Executive Assistant
Sep. 2005 - Jan. 2009• Improved Executive Operations: Supported C-suite executives in managing schedules and reports, improving workflow efficiency by 25%. • Enhanced Reporting Accuracy: Produced detailed client and project reports, leading to a 20% improvement in data clarity and decision-making.
Safaricom PLCCustomer Care Representative
Nov. 2000 - Aug. 2005• Improved Customer Retention: Handled over 200 inquiries daily, resolving 95% of issues on the first call, resulting in a 20% increase in customer retention. • Optimized Communication Channels: Implemented feedback mechanisms, reducing complaint resolution time by 25%.
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