Experience

PowWater

• Kenya
• Software Development
• 1 - 100 Employee

• Manager Strategic Partnerships

  • Jun 2023 - Present



Brass

• Nigeria
• Banking
• 1 - 100 Employee

• Head, Customer Success

  • Jan 2023 - May 2023



Base Capital Solutions Ltd

• Nairobi, Kenya

• Founder and CEO

  • Nov 2022 - Jan 2023



Elephant Healthcare

• United Kingdom
• Software Development
• 1 - 100 Employee

• Senior Customer Success Coordinator (Quality Assurance)

  • Feb 2022 - Oct 2022

• Senior Customer Success Coordinator (Training and Launch)

  • Aug 2021 - Feb 2022

  In this role I was responsible for the successful on-boarding of newly signed facilities onto Elephant OS and ensuring the facility is well equipped to use the system independently by doing the following;● Pre-launch communication (call, in person and/or email) with the facilities to confirm launch timelines, readiness of the facility as well as commitment to the launch process. ● Kick-off meeting with the facility team to introduce Elephant, agree expectations, confirm who the site champion and other key users are and sign off on the launch schedule. ● Conduct facility needs assessments ● Set up a Site Champion account and train him/her on Elephant OS modules and features including user account management, billing and stock administration, standard user role profiles and their functionalities. ● Support the Site Champion in setting up hardware at workstations and creating the relevant user accounts for assigned users. ● Conduct relevant training for all all users at the facility as prescribed by the Launch Manual. ● Set up stock management and billing modules including the initial upload of pricelist and inventory on hand. ● Ensure full adoption of the system through in person support at the end of every launch.● Final handover sign-off to the facility. ● Feedback information to the Elephant Customer Success team, Business Development team, Product team, and other internal teams primarily through the facility roll out report as well as any other channel available. Show less



Uber

• United States
• Internet Marketplace Platforms
• 700 & Above Employee

• Senior GL Specialist

  • Jul 2018 - Jul 2021

  In this role, am responsible for the following;Support daily operations through operational oversight and analysis: general support, key account management, impounding and enforcement.Handle escalations of more difficult support interactions.Manage scheduling, attendance, and general administration of uber experts and activators.Train, Mentor and guide the team to strengthen quality and efficiency metrics.Own facility issues such as suppliers, utilities and branding.Improve processes on behalf of Uber experts and partners to the GL program through project work. Show less

• Lead Expert

  • Mar 2018 - Jul 2018

  In this role, I was responsible for the following;25% general support (Drivers and riders).Handling critical tickets.Overseeing multiple GLs (Customer Service centers).Leading regional projects.Process development and planning.Negotiating partnerships.Budget Management.

• Senior Expert

  • Mar 2017 - Mar 2018

  In this role, I was responsible for the following;50% general support (Drivers and Riders).Escalations - Difficult interactions.Managing GL space (Customer service hub) and schedule.Leading local projects.Process improvement.Managing relationships with third parties.

• Uber Expert 1

  • Mar 2016 - Mar 2017

  In this role I was responsible for the following;75% general support (Drivers and Riders)Executing special project (New driver training and retraining)Mentorship of new expertsProcess implementation



Tatua Kenya

• Kenya
• Non-profit Organizations
• 1 - 100 Employee

• Financial Innovation Manager

  • Jan 2014 - Mar 2015

  In this role, I was responsible for the following;Preparing the organizational budget.Designing and coordination implementation of programs.Coordination annual fundraising plan.Developing and coordinating recruitment plans for our programs.Donor relationship management.

• Monitoring and Evaluation Manager

  • Jan 2014 - Aug 2014

  In this role, I was responsible for the following;Lead team to develop and implement M/E structures for all our programs, this included fellowships, summer courses, run internal campaigns, pamoja communities and donor agencies.Coaching two fellow groups.Support the programs team, communications team, and financial sustainability team.

• Community Organizer

  • Jan 2013 - Dec 2013

  Leading a good parenting campaign in Kware, Ongata Rongai, Kajiado County (Involved over 300 parents).Coaching the campaign leadership team.Organizing spot training sessions for the campaign leadership team.Implementing M/E structures on the campaign.Reporting campaign progress to the Tatua Kenya leadership team.



Be The Change - Kenya

• Nairobi, Kenya

• Team Coordinator

  • Feb 2012 - Dec 2012

  Lead the team to achieve team goals and purpose (Supporting Nyumba ya Tumaini Children's Home, Nkoroi, Kajiado county) Support BTCKe team facilitate team meetings, set agendas and hold team members accountable for their responsibilities. Monitor the overall progress of the team in relation to their outcomes. Lead the team to achieve team goals and purpose (Supporting Nyumba ya Tumaini Children's Home, Nkoroi, Kajiado county) Support BTCKe team facilitate team meetings, set agendas and hold team members accountable for their responsibilities. Monitor the overall progress of the team in relation to their outcomes.



Dynamic College of Professional Studies.

• Ongata Rongai, Kajiado North Constituency, Kajiado County.

• Tutor

  • Mar 2009 - Dec 2009

  Train customer service and transcription. Train computer packages. Prepare students for interview processes. Train customer service and transcription. Train computer packages. Prepare students for interview processes.