Beth Kiarie
Nairobi
Summary
A highly motivated and goal-oriented professional with extensive experience in streamlining business operations and driving continuous improvement. Proven track record in optimizing productivity, enhancing team performance, and delivering high-quality services.
Overview
15
15
years of professional experience
Work History
RESEARCH OPERATIONS ASSOCIATE
60 Decibels
1 2024 - Current
- Manage the end-to-end journey for a global network of 1200+ research contractors across 80+ countries, overseeing the collection of over 15 million data points that inform organisations' impact initiatives
- Act as a primary resource, addressing inquiries related to application status, training, onboarding, project cycles, and payments, resulting in a seamless contractor experience
- Implement feedback systems for research contractors, analyzing data to identify areas of improvement, attrition causes, and commendable practices
- Manage the performance management system for contractors, enforcing guidelines and policies to ensure high-quality outputs
- Support project teams in critical work streams, including project resourcing and invoicing, contributing to the efficiency of research operations
- Collaborate with cross-functional teams to develop and maintain standard operating procedures (SOPs) for research operations, ensuring compliance with internal policies and enhancing overall company efficiency.
RESEARCH OPERATIONS COORDINATOR
60 Decibels
07.2022 - 12.2023
- Provided essential support in executing daily administrative functions for the Research Operations team, contributing to the smooth operation of research processes
- Coordinated with multiple managers on research projects, ensuring all projects were delivered on time and within budget, which improved project delivery timelines by 15%
- Liaised with internal and external stakeholders to align project goals and expectations, fostering better collaboration and communication across teams.
ADMINISTRATIVE MANAGER
Karen Country Club
02.2019 - 02.2020
- Managed Imari Spa and Nail Bar, leading a team of 12 technicians to deliver exceptional client satisfaction, resulting in a 30% increase in sales
- Oversaw daily operations, ensuring adherence to administrative policies, systems, and procedures, and maintaining high-quality standards
- Facilitated effective communication across departments to share best practices and recommended new processes for operational improvement
- Managed and developed the support team, ensuring optimal staffing levels for exceptional client service delivery.
BRANCH MANAGER
Java House Africa
10.2013 - 07.2018
- Led a team of 12 customer service associates and 3 supervisors across 3 branches, driving maximum customer satisfaction
- Supervised day-to-day operational functions of the branches, ensuring compliance with business policies and achieving operational efficiency
- Managed profit and loss reporting, controlled food and beverage costs, and ensured adherence to legal, health, and safety requirements
- Collaborated with people operations to complete training, development, evaluation, and disciplinary processes per company policies.
CUSTOMER SERVICE SUPERVISOR
Java House Africa
07.2012 - 09.2013
- Supervised staff and maintained excellent customer relations, contributing to a positive customer experience
- Effectively handled escalated customer complaints, resolving issues promptly and maintaining a high level of customer retention.
CUSTOMER SERVICE ASSOCIATE
Java House Africa
03.2012 - 06.2012
- Delivered exceptional customer service, managed cash transactions, and was responsible for sales during shifts.
COUNSELOR
Kenya AIDS NGOs Consortium
09.2009 - 12.2011
- Provided HIV counselling and testing services, and conducted peer education sessions, contributing to community health initiatives.
Education
Bachelor of Arts in Psychology -
University of Nairobi
HIV Counselling and Testing - undefined
Liverpool V.C.T
Certified Accounting Technician (ACCA) Part I and II -
Dalc College
Skills
Operations Management
Communication
Stakeholder Management
Budgeting
Team Support
Organization
Problem-Solving
Websites
Timeline
RESEARCH OPERATIONS COORDINATOR
60 Decibels
07.2022 - 12.2023
ADMINISTRATIVE MANAGER
Karen Country Club
02.2019 - 02.2020
BRANCH MANAGER
Java House Africa
10.2013 - 07.2018
CUSTOMER SERVICE SUPERVISOR
Java House Africa
07.2012 - 09.2013
CUSTOMER SERVICE ASSOCIATE
Java House Africa
03.2012 - 06.2012
COUNSELOR
Kenya AIDS NGOs Consortium
09.2009 - 12.2011
RESEARCH OPERATIONS ASSOCIATE
60 Decibels
1 2024 - Current
Bachelor of Arts in Psychology -
University of Nairobi
HIV Counselling and Testing - undefined
Liverpool V.C.T
Certified Accounting Technician (ACCA) Part I and II -
Dalc College
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