Available to hire
I am an accomplished professional with over 10 years of experience driving business, project and change management, product development, business strategy, and process improvement. I excel at maximizing customer experience growth, exceeding customer satisfaction metrics, developing comprehensive marketing plans, and providing strategic direction for business units to meet market needs.
I am an effective communicator who establishes clear goals, models professional conduct, and leads high-performance teams to drive efficiency. Fluent in English (native/C2) and German (A2), I thrive in cross-functional environments, delivering results through collaboration, governance, and data-driven decision making.
Skills
Experience Level
Expert
Expert
Language
English
Fluent
German
Beginner
Work Experience
Head of Business at Track and Trace Kenya Limited
September 1, 2024 - September 1, 2024Led cross-functional teams as Head of Business, establishing performance development processes, implementing daily/weekly/monthly reporting infrastructure, and presenting outcomes to the CEO. Drove profitability improvements and led initiatives to align business units with market needs, including partnerships with Marketing for activations and a focus on customer experience through regular stakeholder engagement. Key achievements include profitability turnaround from -54% to 33% by year-end and the development of governance policies and a Leadership Manual to standardize leadership roles.
Business Development Manager at Marketing Africa Limited Sans Frontiers
May 1, 2017 - May 1, 2017Tracked performance, coached teams through PD sessions, closed new deals, and coordinated requirements; developed and negotiated contracts while integrating contract requirements with business operations. Built training programs for new recruiters, maintained market knowledge, and led biweekly sales meetings. Identified trendsetter ideas through in-depth industry research and managed the sales process from opportunity to sign-off, including magazine advertising and sales subscriptions.
Strategic Business Manager at Service & Computer Industries Limited
December 1, 2015 - December 1, 2015Orchestrated all management functions across 13 African countries, pitching IT products and services to NGOs, local and foreign banks, insurance companies, and government ministries. Streamlined office operations, supervised staff, and collaborated with Pre-Sales and Support for smooth delivery. Key achievements included revamping credit management guidelines, exceeding sales metrics, improving customer management and retention, and leading tendering processes while overseeing marketing initiatives.
Debit and Credit Risk / Applications Unit at I&M Bank Kenya
March 1, 2014 - March 1, 2014Drove risk management initiatives by ensuring accurate data capture for all new card applications countrywide and maintaining proper filing and data updates per bank policies. Managed embossing file creation and timely submission to processors, aligned card issuance with SLAs, and integrated data into the Debit Card Management System to support card deployment.
Authorization Manager at the Call Centre at I&M Bank Kenya
June 1, 2013 - June 1, 2013Streamlined monitoring of all cards (credit, debit, prepaid) to ensure real-time transaction accuracy. Managed travel advisories for customers abroad to prevent fraud, handled walk-in customers, advised on balances, and devised repayment plans for defaulted accounts. Managed telecom-related queries and ensured data accuracy to meet service levels.
Team Manager Debt Collections and Recoveries at Barclays Bank of Kenya
August 1, 2012 - August 1, 2012Led a team of 10 collection agents, maintained regular progress updates to management, and prioritized accounts to minimize losses. Reconciled all accounts by default severity and conducted in-depth research to persuade customers to pay, reducing bad debts.
Team Manager Sales – BARCLAYCARD at Barclays Bank of Kenya
May 1, 2011 - May 1, 2011Managed sales teams for Barclaycard, drove performance, nurtured customer relationships, and contributed to meeting sales targets through effective team leadership and customer engagement.
Untrained Teacher at Buchenya Girls Secondary School
June 1, 2006 - June 1, 2006Early career role before transitioning to banking and corporate services; contributed to classroom support and student engagement.
Education
Bachelor of Arts - Political Science/Sociology at University of Nairobi
January 11, 2030 - January 1, 2014Diploma in Customer Service at Nairobi Institute of Business Studies
January 11, 2030 - January 1, 2009Certificate of Computer Studies at Gebcons Computer College
January 11, 2030 - January 1, 2006Kenya Certificate of Primary Education at Butere Girls High School
January 11, 2030 - January 1, 2005Qualifications
Bachelor of Arts - Political Science/Sociology
January 11, 2030 - January 1, 2014Diploma in Customer Service
January 11, 2030 - January 1, 2009Certificate of Computer Studies
January 11, 2030 - January 1, 2006Kenya Certificate of Primary Education
January 11, 2030 - January 1, 2005Industry Experience
Financial Services, Software & Internet, Professional Services, Media & Entertainment, Retail
Skills
Experience Level
Expert
Expert
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