Experience

• 

  Leta

  • Nairobi County, Kenya

  • Operations Associate

    • Dec 2023 - Present
    • Nairobi County, Kenya

    Managing relationships with Leta’s business partners and other Key Operators in the On Demand Customer baseManaging and coordinating daily rider operations to meet both driver and customer demands effectively.Manage daily business operations, ensuring optimal performance across categories.Monitoring key performance metrics from Leta 3pl partners and ensuring customers SLAs are metConstant evaluation and review of partners performance; understanding their pain-points and providing necessary support.Conducting rider training sessions in conjunction with Leta's 3pl partners to attain driver excellence and ensuring they meet our customer standards and understanding of our expectations. Working Closely with Customer success teams to ensure Customer needs and pain points are solved in a timely manner.Constantly devising strategies to diminish rider and customer churn and building long lasting relationships and partnership across board.Gathering and upholding records of rider interactions and feedback for learning and growth opportunitiesGathering customer feedback diligently, channelling it towards product and service enhancements while championing customer needs within Leta.

• 

  Sendy

  • Kenya
  • Technology, Information and Media
  • 200 - 300 Employee

  • Vendor Operations Associate

    • Nov 2022 - Jul 2023

    Tracking of Net Promoter Score of Vendors Work closely with the Vendor Client team for Clients onboarding Carrying out Vendor Hub Visits Analysis from satisfaction surveys to gauge vendor experience Monthly Vendor Focus Groups to identify pain points/educative points to improve vendor experience Analysis and Solution development from net promoter score for vendors and come up with solutions Proactive Call Management and Tracking for vendors to improve vendor experience Weekly testing of different aspects of the vendor journey and finding simpler methods that are pain points for vendors Tracking and Analysis of VSAT and Issue Resolution Speeds of Vendors Monitoring returns from sellers and providing effective solutions. Report on performance weekly. Partner with the other business leaders to define and drive substantial parts of the customer experience for the respective category. Partner with global category leaders to establish selection strategy of brands and product and work with global Vendors to add selection to global catalogue. Create opportunities to build relationships with the Vendors to improve the overall category experience.

  • Hubs Operation Associate

    • Oct 2021 - Nov 2022

    Always Supporting the Hub operations and growth by seamless operations, proposing improvements, and building quality relations with Merchants, Partner Couriers, and Customers.Gather insights on the client/partner needs and initiate product solutions to meet this.Continuously propose improvements in the Hub LogisticsEnsure transparent communication with all our Merchants, Partner Couriers, and Customers from terms and conditions to updates when things break.Ensure that Partner Couriers are compliant with Customer delivery instructions.Propose improvements to the procedures around Hub management. Make the experience easy for the Merchants, Customers, Courier Partners, and internal Sendy Teams.Ensuring fulfillment of door delivery orders in the assigned location

  • Hub Manager

    • Jan 2019 - Oct 2021

    Managing last Mile deliveries from the HubCoordinating and managing Hub operationsEnsuring smooth and efficient Customer Pickups at the Hubs.Supporting Partners who facilitate the deliveries to customers.

• 

  NCCK

  • Meru, Kenya

  • Internship Program

    • Nov 2015 - Nov 2016
    • Meru, Kenya

    Assisting in the council programs and projects Implementation specifically Jamii imaraproject, Conservation agriculture, and Pastoral communities climate change program(PCCRP).Conducting training and workshops on various community projectsPreparation of daily and monthly reports Preparation of Work plans and Budgets for project activities Developing project proposalsCoordinating women groups under Jamii imara project Collecting of data through administering questionnaires and Interviews Supervision of Enumerators during baseline SurveysAssisted in administrative dutiesCarrying out day to day Field work activities

• 

  Kenya Pipeline Co. Ltd

  • Nairobi

  • attachee

    • Sep 2013 - Nov 2013
    • Nairobi