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Work Background
Bloom Beyond.coBusiness Development & Operations Management Consultant
Aug. 2025KenyaDeveloped a client ordering system that streamlined requests, reduced fulfillment errors, and improved turnaround time. Built project planning and reporting tools using Excel/Google Workspace, automating inventory/order tracking and generating financial performance dashboards. Coordinated with suppliers, customers, and vendors to strengthen partnerships and support sustainable operations. Monitored sales performance, customer feedback, and financial data, producing reports that informed business strategy and revenue growth. Drafted SOPs and scalable workflows for order handling, customer engagement, and supplier management to drive operational efficiency and scalability.
Optimise OutsourcingCustomer Experience Team Lead (Rattan Direct)
Jun. 2024 - Jul. 2025Led daily operations for a remote, cross-functional team, achieving programme KPIs and service goals. Designed automated dashboards and reporting tools, reducing issue resolution times by 35%. Created and delivered training programmes, boosting productivity and service quality by 25%. Coordinated with fulfilment and supply chain partners, cutting delivery delays. Produced operational insights, forecasts, and resource planning models for senior leadership. Created KRIs/KPIs to measure individual and team performance, aligning with business goals. Developed job descriptions and participated in hiring, onboarding, and training of new agents. Introduced automation workflows to streamline operations. Drove process improvements that reduced escalations by 20% and improved resolution times. Acted as voice of the client, collecting feedback and presenting insights to leadership.
Optimise OutsourcingCustomer Service Executive
Nov. 2022 - Aug. 2024Handled customer queries via email, phone, and live chat with a 90%+ satisfaction rating. Provided accurate product and service information, reducing misinformation-related escalations. Collaborated with operations to resolve delivery and warranty issues, ensuring timely updates to clients. Collected and reported customer feedback to drive product and process improvements. Supported retention efforts by maintaining empathy and professionalism in all interactions.
Rattan DirectCustomer Service Executive
Nov. 2022 - Aug. 2024Interacted with customers via email and/or inbound/outbound telephone calls to resolve inquiries regarding invoicing, pricing, delivery, product damage, and account. • Assisted sales representatives with customer requests and provided necessary support. • Generated various customer reports • Maintained and updated client information in systems as required. • Acted as a liaison between the company and clients, handling administrative details general account status. • Collaborated with all departments to resolve customer issues and ensure seamless service delivery. • Proactively identified customer needs and made recommendations to enhance customer experience. • Completed customer adjustments to address any issues and ensure customer satisfaction. • Resolved hold issues promptly and efficiently. • Supplied the sales team with various information upon request. • Achieved high service levels through effective client communication, project implementation, and follow up. • Promoted a team environment to foster collaboration and excellence. • Performed other related duties as required and assigned
Silk ApparelsProject Manager
May. 2021 - Jan. 2022Kenya- Led end-to-end project management for the successful launch of website, ensuring timely delivery and adherence to quality standards. - Developed comprehensive project plans, including scope definition, milestones, timelines, and resource allocation. - Collaborated with cross-functional teams, including design, development, and marketing, to ensure seamless execution of website launch. - Oversaw the setup of delivery systems, optimizing processes to improve efficiency and customer satisfaction. - Managed product launch initiatives, including market research, competitive analysis, and go-to-market strategies. - Conducted risk assessments and implemented mitigation strategies to minimize project delays and budget overruns. - Actively communicated project progress, identified issues, and provided solutions to stakeholders at all levels.
Silk_apparels Operations Project Manager
Jan. 2019 - Nov. 2022Nairobi County, KenyaDirected multi-channel customer support operations while managing cross-functional projects, ensuring consistent delivery of KPIs and operational targets. Coordinated the launch of a new e-commerce platform, enhancing client engagement and improving on-time delivery. Streamlined workflows across sales, marketing, and logistics, cutting turnaround times by 25%. Delivered projects and marketing campaigns aligned with growth objectives. Managed social media advocacy campaigns, boosting visibility and engagement by 35%. Oversaw order tracking, documentation, and reporting, ensuring efficiency and transparency.
Silk_apparelsCustomer Support Specialist
Jan. 2019 - Nov. 2022Nairobi County, Kenya• Supervise and support Customer Service Representatives (CSRs) in delivering exceptional service to clients. • Provide training and guidance to enhance CSR skills in resolving inquiries and addressing customer concerns. • Handle escalated customer issues, ensuring timely and satisfactory resolutions. • Monitor and analyse performance metrics to identify areas for improvement and ensure service targets are met. • Enforce company policies and procedures to maintain consistency and quality in customer service. • Generate reports and conduct analysis to track customer service performance and trends. • Collaborate with other departments to address customer feedback and enhance overall experience. • Implement systems for collecting and acting upon customer feedback to improve service quality. • Manage various communication channels, including phone, email, live chat, and social media. • Oversee administrative tasks such as scheduling, staffing, and maintaining records. • Stay updated on industry trends and best practices in customer service. • Utilise CRM systems to manage customer relationships and facilitate efficient communication.
The Garden of SiloamProject Coordinator/ Social Worker
Sep. 2016 - Jan. 2018Ndenderu, Kiambu, KenyaDeveloped empowerment programmes for vulnerable children, improving access to education and psychosocial services. Partnered with NGOs and government agencies to run advocacy campaigns, increasing community engagement by 40%. Managed reporting and programme budgets, ensuring 100% compliance. Coordinated stakeholder communications, improving participation by 30% and strengthening partnerships.
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