JACKIE KETER
Nairobi,KENYA
Summary
Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Project & Account Manager with over 15 years of successful experience in [Skill] and [Skill]. Recognized consistently for performance excellence and contributions to success in IT industry. Strengths in resolving problems and improving customer satifaction backed by training in Information Systems & Technology
Overview
19
19
years of professional experience
1
1
year of post-secondary education
Work History
NAIROBI Project & Account Manager | Nairobi
BRCK
02.2019 - Current
- Maintain a portfolio of customers across various countries and market segments within the region through regular communications and proactive engagement
- Execute effective customer relationship management focused on generating retention, expansion, and advocacy through successful partnerships with our customers
- Serve as a Trusted Advisor to customers, providing insights into our solutions, sharing relevant market trends, position opportunities for collaboration in line with their strategy
- Manage customer database through structured information gathering and thoughtful analysis
- Leverage data to guide the customer through strategic business decisions and provide inputs to BRCK's solution roadmap based on client usage, needs and experiences
- Facilitate requests and escalations as a customer advocate with the ability to convey the position of our organization in collaboration with other departments to ensure a timely response and resolution to help the customer achieved their goals or overcome challenges
- Monitor customer experience through governance and soliciting regular feedback from customers and BRCK teams
- Support with escalation and mediation as required
- Track and manage the customer journey to understand the value generated from the partnership
- Aid in demonstrating and promoting the value through customer advocacy
- Comply with regular reporting requirements on customer relationship status with regards to satisfaction, revenue forecasting, operations, marketing and finance
- Participate in product strategy and pricing strategy based on customer feedback and experience
- Project Management Responsibilities:
- Spearhead the planning and implementation methodologies of Large Projects simultaneously to rein in project costs, quality and agreed timelines while meeting key milestones
- Work closely with project sponsor, cross-functional teams, and assigned project managers to plan and develop scope, deliverables, required resources, work plan, budget, and timing for new initiatives
- Manage program and project teams for optimal return-on-investment, and coordinate and delegate cross-project initiatives
- Identify key requirements needed from cross-functional teams and external vendors
- Organizing programs and activities in accordance with the mission and goals of the organization
- Developing an evaluation method to assess program strengths and identify areas for improvement
- Managing a team with a diverse array of talents and responsibilities also proactively support members of the project from both internal teams and external representatives
- Ensuring goals are met in areas including customer satisfaction, safety, quality, and team member performance
- Implementing and managing changes and interventions to ensure project goals are achieved
- Meeting with stakeholders to make communication easy and transparent regarding project issues and decisions on services
- Producing accurate and timely reporting of program status throughout its life cycle
- Develop and conduct strategic plans to solve significant escalations and mitigate critical risks
- Organizing programs and activities in accordance with the mission and goals of the organization.
Supervisor - Operations Support & Projects Coordinator
BRCK, Nairobi
01.2017 - 02.2019
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand
- Plan and delegate work to meet objectives and provide regular feedback on improving performance
- Collaborate with the operations supervisor and customer support supervisor to plan on weekly deployments
- Advance planning and coordinate all requests related to field deployments with Ops Supervisor including logistics, equipment, consumables and petty cash
- Setup, trained and managed the operations support team by setting team objectives and key results
- Built capabilities in planning and collaboration within the support team and other departments
- Helped resolve conflict or issues within the Ops department in a timely manner
- Prepared daily and weekly operations updates and reports from the field
- Followed up with regular reports from the Operations Director
- Setup and maintained an attendance/ leave record for the operations department.
Logistics/Customer Service
RIFTE TO CAPE LTD
05.2012 - 01.2017
- Calendar management for the Directors ensuring they are prepared for activities, meetings, and events
- Developed an effective escalation model for external clients and internal staff to raise issues of concern
- Coordinated the preparation of the procurement documents while adhering to corporate policies and government legislation prior to issuing public tenders
- Attended and presided over public openings of Tenders, Proposals and Quotations
- Conducted an in-depth analysis of all bids received to identify the response that best meets the needs of the user department and is consistent with the terms and conditions
- Prepared and maintained contracts with vendors ensuring all documents are current and complete
- Monitored contracts, performance and consulted with vendors and/ or user departments to implement corrective action when required
- Fleet and logistics management through supervising, coordinating and developing the administration officers and drivers in their various capacities
- Played a significant role in long-term planning, including an initiative geared towards operational excellence.
Project Manager
ACCESS KENYA
02.2006 - 04.2012
- Developed and initiated projects, including managing costs, schedules, quality and performance
- Coordinated training sessions and evaluated performance of outsourced partners, while enforcing defined standards
- Identified plans and resources required to meet project goals and objectives by setting realistic timelines and checkpoints
- Installed customer links as per approved designs and mobilizing the implementation teams to meet set deadlines
- Following up with procurement on the subcontractor Local Purchase Orders (LPO’s)
- Identification and mitigation of the risks during deployment
- Handled escalated customer complaints and pulled in senior management on a need’s basis.
Client Relations Executive
ACCESS KENYA
02.2005 - 06.2007
- Established and maintained relationships with clients by understanding their business objectives and providing exemplary support as their primary contact
- Conducted on-going account meetings to communicate best practices, develop plans for expanded functionality usage, provide use case examples for leveraging key product functionality and communicate new feature releases
- Developed account plans, and delivered proposals
- Developed creative solutions for existing clients, as well as pursue new clientele opportunities
- Frequently touched base with clients to enhance and maintain business relationships
- Created and delivered recurring client value reporting highlight customers strategic successes and provide ongoing recommendations for further optimization.
Channel Manager
COMSAT TECHNOLOGIES
09.2004 - 02.2005
- Supported better management reporting, information flow, business process and organizational management
- Directed teams on certain job tasks, resolved problems concerning employees' work performance
- Managed company's budget in coordination with the Technical Director
- Hired, supervised and evaluated employees’ tasks
- Ensured duties assigned to team members were performed and completed within the set standards
- Worked towards increasing employee satisfaction and commitment based on feedback from annual performance appraisals
- Maintained all relevant client information in an internal database, including scheduled visits, agreed plans and other tasks.
Education
Bachelors Degree - Information Systems & Technology, Networking
United States International University
Certificate Account Management Certification The CPD Qualifications Group - undefined
Certificate Certified Strategic Account Manager SAMA's CSAM - undefined
No Degree - Counseling Psychology
Amani Counseling Center
06.2021 - Current
Skills
Project records
Project plan development
Assigning projects
Understanding of project methodology
Project cost management
Project finance
Project budget allocation
Project Tracking Development
Project management processes
Leading projects
Developing project plans
References
Bernadatte Omondi
Commercial Delivery Manager
British Embassy
0722478789
Lilian Owino
Program Manager
Tala
07213715218
Lydia Obiero
Head of HR & Legal
BRCK Kenya
0726627432
Timeline
No Degree - Counseling Psychology
Amani Counseling Center
06.2021 - Current
NAIROBI Project & Account Manager | Nairobi
BRCK
02.2019 - Current
Supervisor - Operations Support & Projects Coordinator
BRCK, Nairobi
01.2017 - 02.2019
Logistics/Customer Service
RIFTE TO CAPE LTD
05.2012 - 01.2017
Project Manager
ACCESS KENYA
02.2006 - 04.2012
Client Relations Executive
ACCESS KENYA
02.2005 - 06.2007
Channel Manager
COMSAT TECHNOLOGIES
09.2004 - 02.2005
Bachelors Degree - Information Systems & Technology, Networking
United States International University