Data Analytics and CRM
Bancy Wanjiru Kagunda
Business Operations Manager
Nairobi West
Work Preference
Summary
Dynamic and results-driven operations leader with over 9 years of experience in optimizing processes, enhancing efficiency, and driving organizational growth. Proven track record in strategic planning, team leadership, and implementing innovative solutions to complex challenges. Adept at fostering cross-functional collaboration and aligning operations with overarching business objectives.
Overview
3
3
years of professional experience
6
6
Certifications
Work History
Executive Operations Manager
ISP-(CEO)
10.2023 - Current
- Monitor Customer Feedback: Regularly review customer service communications, social media mentions, and feedback surveys.
- Personalized Follow-Ups: Conduct follow-up calls or emails to customers post-purchase or service to gather feedback and ensure satisfaction.
- Engagement Strategies: Develop and implement engagement strategies, such as loyalty programs, special offers for repeat customers, or personalized recommendations based on purchase history.
- Data Analysis: Analyze customer behavior and feedback to identify patterns, preferences, and areas for improvement.
- Communication Campaigns: Manage and execute regular communication campaigns, including newsletters or updates, that provide value and keep the brand top of mind.
- Achievements:
- Implemented a streamlined system for collecting and categorizing customer feedback, increasing feedback review efficiency by 30%.
- Successfully reduced response times for addressing customer complaints on social media from an average of 24 hours to 6 hours.
- Established a weekly review process for customer feedback, leading to improved service adjustments and enhanced customer satisfaction.
Senior Operations and Customer Success Manager
CBT Kenya
10.2022 - Current
- Spearheaded the design and implementation of a CRM-based customer lifecycle management system using Zoho, improving client engagement and retention.
- Established operational KPIs for service delivery teams, ensuring alignment with organizational objectives and achieving value.
- Led virtual cross-functional teams across international locations, streamlining workflows and improving operational efficiency.
- Designed and executed corporate mental wellness initiatives, including mindfulness workshops and employee assistance programs, enhancing client satisfaction scores by 45%.
- Achievements:
- Increased Operational Efficiency: Implemented streamlined workflows that reduced project completion time by 30%, enhancing productivity across virtual teams.
- Enhanced Team Collaboration: Spearheaded initiatives for improved virtual communication, including structured meetings and progress tracking, resulting in a 25% increase in task completion rates and faster decision-making.
- Improved KPI Performance: Developed and tracked performance metrics that led to a 20% improvement in team accountability and alignment with organizational goals.
- Optimized Resource Allocation: Successfully identified and addressed resource bottlenecks, reallocating team assets to high-priority projects, which increased overall project success rates by 40%.
Education
Bsc - Management
University of Kiriri Womens
Associate of Arts - Business Management
Zetech University
Nairobi 04.2001 -
Skills
Operations Strategy & Execution
Certification
Cognitive Behavioural Theraphy Cerification-Ongoing
References
Naomi, Nasinyari, HR Cognitive Behavioural Theraphy Kenya, nasinyari2@gmail.com
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations
- Be real
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Software
Languages
English
Advanced (C1)
Interests
Travel
Timeline
Executive Operations Manager
ISP-(CEO)
10.2023 - Current
Senior Operations and Customer Success Manager
CBT Kenya
10.2022 - Current
Associate of Arts - Business Management
Zetech University
04.2001 -
Bsc - Management
University of Kiriri Womens