ANGELA RARIEYA

• Leading customer strategy transformation and service innovation to improve retention and revenue.
• Driving and optimizing business development strategies based on company targets, product specifications, market data, and budget factors.
• Spearheading segmentation and redefining service models for pension clients, resulting in a 90% retention rate.
• Overseeing process reviews that have reduced customer complaints by 10% and enhanced customer satisfaction and loyalty.
• Championing data-driven optimization of frontline operations, boosting collections by 60%.
• Establishing effective communication channels across departments, improving collaboration and information sharing among teams.
• Using strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Overseeing risk management efforts, proactively addressing potential threats to business continuity while minimizing negative impacts on operations.

• Spearheaded successful client engagements resulting in repeat business and positive referrals from satisfied clients.
• Oversaw financial management of the firm, including budgeting, forecasting, and analysis, ensuring fiscal responsibility and profitability.
• Drove innovation initiatives that resulted in unique service offerings for clients while differentiating our firm from competitors in the industry.
• Negotiated high-value contracts with clients, securing profitable partnerships for the company.
• Designed and led over 100 impactful leadership, coaching, and CX programs across diverse sectors
• Built market-relevant training products, enabling organizations to strengthen mid-level management
• Partnered with executive teams to design service blueprints and improve customer journeys.
• Strengthened client relationships through personalized service and attention to detail, resulting in high retention rates and positive referrals.
• Managed financial, operational and human resources to optimize business performance.

strict 114 (East Africa

• Led a regional leadership team across Kenya and Tanzania, surpassing membership and education KPIs.
• Awarded Division Director of the Year 2021 for outstanding performance and impact.
• Provided strategic direction for six direct reports.
• Managed the division's long-term strategy, aligning goals with the wider organization and achieved President's Distinguished Division.
• Led the organization through a period of growth, expanding the division's reach into new markets.
• Drove innovation within the division by fostering a culture of open feedback, coaching and creative thinking among team members.
• Built partnerships with other divisions to leverage collective strengths in developing comprehensive solutions for members' needs.
• Trained and guided team members to maintain high productivity and performance metrics.

• Directed customer experience strategy for Kenya’s leading telecom company, focusing on service excellence and digital adoption by leading a team of 72 Quality Assurance staff.
• Trained and guided team members to maintain high productivity and performance metrics.
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• Implemented Kenya’s first Online Share Trading platform, increasing mass market revenues by 10% and earning the business the "Broker of the Year" award.
• Co-developed the first sector-wide KYC procedure, ensuring full regulatory compliance and fraud reduction.
• Managed seven branches, growing the retail business revenue by 20%.
• Managed budgets, allocating funds strategically towards high-impact initiatives that supported overall business goals.
• Mentored junior team members, providing guidance and support to foster professional growth and skill development within the Customer Experience department.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.