Anne Kadenyeka Mbihya

I am the key client liaison and internal coordinator for implementing client driven changes. Some of my responsibilities include:

• Partner with cross functional partners internally and externally, this includes the product and RnD teams.
• Project manage multiple small to medium scale projects from scoping through to implementation and roll out.
• Ensure that monthly revenue targets are attained and surpassed within timely and high-quality project execution.
• Translate business requirements into implementation plans.
• Develop and document project standard operating procedures and documentation in different media.
• Lead and manage team leaders and production staff, ensuring that they are well trained and motivated to meet the objectives and priorities of the Delivery center.
• Identify potential risks or issues with project implementations and proactively drive communication with internal and external stakeholders during projects.
• Communicate the progress of production, quality and resourcing initiatives to all relevant internal and external stakeholders.
• Coach and develop team leads to foster collaboration and build trust.

• Engaged to review policies drafted by the client team before implementation and identify gaps in existing ones based on market nuances.
• Coordination of the exchange of Policy-related information, disseminating this across teams, and ensuring all the resources provided are available to implement policies.
• Maintain regular contact with the client policy team and give feedback concerning policy-related changes for the successful enforcement of the policies covering Sub Saharan Africa.
• Flag trends and flag potential issues that may arise from the application of policies and offer suggestions and solutions.
• Oversees the performance of the training and policy teams, through creation of departmental goals, performance improvement plans and glide paths in for underperformance.
• Prepare and facilitate weekly and monthly Business reviews.

• Working closely with two other account managers, I helped the company renew two contracts with a difficult client in the ever-competitive AI field.
• I closely worked with the product, quality and training teams to fully onboard them on our client’s pain points and shared ideas on how to improve our internal systems to continuously meet the client’s needs.
• Conducted weekly and monthly account and business-level reporting for ongoing project activities updating the entire business on project health status.
• Managed the performance & revenue for the team leads in my docket.
• Reviewed proposed client KPIs and advised the Project manager on their viability and resources required to achieve them.
• Created performance-driven incentive plans to promote successful business outcomes.
• Managed the workforce and capacity planning for the delivery center-2000 staff working 7DW night and day shift.

• Key purpose of the project was to provide support via the investigation, creation and maintenance of job site scraping feeds, provide back office support via data entry, data verification, and content moderation.
• Worked closely with the Project manager on project scope, parameters, timelines, and expectations to be communicated to partner centers.
• Performed comprehensive project management and Delivery Center oversight to ensure timeliness and high-quality project results, meeting KPIs and client SLAs.
• Worked closely with Delivery Center managers and field personnel to ensure workers receive training and support for client projects.
• Assisted with the project set up on company platform, (the hub) and monitored hub performance.
• Invoiced clients and processed paperwork for partner center monthly payments.

• Assisted customers with inquiries and account issues efficiently.
• Resolved customer complaints by providing effective solutions and support.
• Collaborated with team members to improve customer service protocols and practices.

• Managed client accounts and ensured high levels of customer satisfaction.
• Oversaw daily operations to maintain service quality standards.
• Trained and mentored junior staff on account management processes.
• Facilitated communication between clients and internal teams for project alignment.

• Led teams in delivering exceptional customer service and support.
• Monitored call quality and provided feedback to team members.
• Trained new staff on company policies and procedures.
• Coordinated scheduling to ensure adequate coverage during peak hours.