BONNYFACE MWANDIKI NJUE
Summary
I am an organized and results-driven service management professional with years of experience working with high-performing teams in various sectors that range from health care, technology, logistics, financial control, administration, and customer service insights. I have experience with a proven track record of streamlining administrative processes, improving efficiency, and ensuring smooth daily operations. I'm skilled in administrative services, personnel management, general office administration, customer service, and operations management.
Overview
7
7
years of professional experience
Work History
Senior Operations - Customer Service & Logistics Specialist
ThePathology Network
03.2022 - Current
- Led impartial and end-to-end assessments of customer service operations, conducting comprehensive reviews of client satisfaction levels, response timelines, service quality, operational efficiency, and workflow effectiveness. Identified systemic strengths, gaps, and improvement opportunities to support strategic decision-making and optimize overall service performance.
- Developed customer-centric marketing and operational strategies by analyzing customer demographics, behavioral patterns, motivations, and feedback. Translated insights into targeted campaigns and engagement initiatives that aligned with customer preferences and enhanced market positioning.
- Drove data-informed decision-making across the organization by gathering, validating, and synthesizing customer insights to support key business decisions, including pricing strategies, product feature prioritization, marketing initiatives, and resource allocation. Ensured leadership had access to clear, actionable intelligence to guide business growth.
- Designed and implemented performance metrics (KPIs) aligned with departmental and organizational targets, conducting continuous monitoring and analysis to identify bottlenecks, track progress, and recommend corrective actions. Applied KPI findings to strengthen accountability, improve operational outcomes, and raise customer satisfaction scores.
- Regularly extracted, analyzed, and interpreted data using Superset and Amazon Quick Sight dashboards to deliver actionable insights for the business. Conducted deep-dive analyses into customer interactions, feedback, service trends, and transactional data to identify patterns, forecast risks, and support strategic initiatives across operations, customer experience, and product teams.
- Drove customer loyalty, retention, and relationship growth by implementing proactive customer success strategies, conducting root-cause analysis of recurring challenges, and leveraging data insights to anticipate customer needs. Championed initiatives that strengthened long-term partnerships and improved customer lifetime value (CLTV).
- Provided strategic oversight of Zoho CRM operations, ensuring accurate and timely documentation of all customer interactions while monitoring sales pipelines, deal progress, and lead ownership. Collaborated with cross-functional teams to optimize CRM workflows, enhance data quality, and support informed decision-making across sales, operations, and customer support departments.
- Led the Zoho Desk ticketing and service operations, overseeing ticket prioritization, queue management, team resourcing, and SLA adherence. Managed escalations, guided the support team on complex cases, and implemented continuous service improvements. Ensured comprehensive and compliant documentation of all client issues to support audit readiness, transparency, and knowledge transfer.
- Directed and standardized the client onboarding experience, ensuring seamless transitions for new customers by coordinating communication, setting up accounts, and providing orientation across platforms and software solutions. Used customer feedback and usage data to refine onboarding workflows, reduce friction, and improve platform adoption rates.
- Developed, monitored, and enforced a dynamic knowledge base to ensure consistent service delivery. Created frameworks for issue identification, documentation, assignment, and resolution. Trained staff on knowledge management best practices to enhance accuracy, reduce ticket backlogs, and improve first-call resolution rates (FCR).
- Acted as the central escalation and service quality authority, ensuring that all client queries, complaints, and incidents were managed end-to-end and resolved within defined Service Level Agreements (SLAs) and turnaround times (TAT). Implemented customer experience metrics (CSAT, NPS, TTR, QA scores) to track performance, drive continuous improvement, and maintain a 'One Stop Shop' service model.
- Collaborated closely with operations, logistics, product, and management teams to align customer service strategies with organizational goals. Provided regular reporting, insights, and recommendations to leadership to enhance service delivery, operational efficiency, and customer satisfaction.
- Championed a culture of customer-centricity by mentoring junior staff, providing performance feedback, and promoting service excellence. Ensured adherence to compliance standards, internal procedures, and industry best practices in a fast-paced, technology-driven environment.
- Implemented rigorous quality assurance frameworks by conducting regular audits, call evaluations, and service interaction reviews to ensure full adherence to organizational policies, internal controls, and established compliance standards. Provided recommendations to improve service accuracy, consistency, and regulatory alignment.
- Collaborated with key external stakeholders and partner organizations, including ROCHE and LAMP Development, to support compliance-related initiatives and strengthen operational governance. Worked closely with LAMP-a not-for-profit organization specializing in economic assessments such as costing analysis, equity costing, and cost-effectiveness analysis-to ensure donor-funded programs and internal structures met impact measurement, reporting, and compliance requirements.
- Strengthened data security and privacy practices by implementing robust access control measures, conducting vulnerability assessments, and enforcing compliance with relevant data protection regulations. Ensured sensitive client information was handled securely and in accordance with industry best practices.
- Executed assigned tasks in strict alignment with Service Level Agreements (SLAs) and Standard Operating Procedures (SOPs), ensuring operational consistency, procedural accuracy, and timely completion of compliance-related responsibilities.
- Planned, coordinated, and optimized end-to-end logistics and operational workflows, ensuring all inbound activities, service deliveries, and fulfillment processes were executed efficiently and at the lowest possible cost without compromising service quality or customer satisfaction.
- Supported sales growth through operational excellence, enabling successful outbound call center activities and Customer Relationship Centre (CRC) campaigns. Ensured seamless coordination between operations and sales teams to improve lead conversion, customer engagement, and overall service delivery performance.
- Oversaw asset management operations, including accurate asset recording, verification, documentation after delivery, and registration across multiple organizational portfolios. Ensured full lifecycle tracking of company assets and adherence to asset management policies.
- Managed day-to-day logistics and courier operations, coordinating staff, resources, and service partners to meet operational targets, budget expectations, and delivery timelines. Ensured that all logistics activities aligned with organizational priorities and customer needs.
- Led procurement and purchasing activities, including sourcing equipment, issuing purchase orders, call-off orders, and ensuring timely supply to all branches. Maintained strong vendor relationships and ensured compliance with internal procurement procedures.
- Streamlined operational processes to consistently meet departmental KPIs, establishing SMART targets (Specific, Measurable, Achievable, Relevant, and Time-bound) tied to critical metrics such as response time, operational efficiency, and customer satisfaction. Utilized CRM systems to monitor customer interactions, identify bottlenecks, and drive continuous improvement across the operational chain.
- The Pathology Network (TPN) is a pioneering health tech enterprise that revolutionizes diagnostics across Africa by leveraging AI and an on-demand business model to provide faster, more affordable, and improved diagnostic services. TPN facilitates advanced diagnostic tests for hospitals and doctors, handling payments, sample logistics, laboratory selection, quality oversight, and results transmission through a comprehensive suite of software solutions, including mobile applications for doctors and pathologists, and a web application.
Administration & Business Operations-Industrial Internship
Kenyatta National Hospital
05.2019 - 08.2019
- Coordinated departmental communications and administrative workflows, including managing correspondence, scheduling meetings, preparing weekly and monthly reports, and maintaining office supplies and equipment using Funsoft software to support seamless operations.
- Oversaw the day-to-day operations of the Orthopedic Department, ensuring effective control, utilization, and management of physical and financial resources to support departmental performance and service delivery.
- Served as the secretary to Credit Policy Meetings, supporting policy implementation, financial oversight, and the fiscal accountability of the department. Documented discussions, tracked action points, and ensured timely execution of resolutions.
- Led continuous quality improvement initiatives, enhancing operational processes, ensuring compliance with service standards, and improving efficiency within the healthcare facility.
- Managed external and internal communications, acting as the primary point of contact for public inquiries, internal staff requests, and stakeholder engagement to ensure timely and appropriate responses across all communication channels.
- Developed, organized, and maintained an efficient filing and documentation system to support easy retrieval, data integrity, and streamlined administrative processes.
- Coordinated procurement and inventory management for departmental stationery and supplies, ensuring timely availability and proper stock control.
- Supported compliance and internal audit functions, preparing regulatory reports, participating in audit activities, handling staff performance appraisals, and ensuring adherence to established policies, procedures, and standards.
- Provided staff advisory support, offering guidance on employment conditions, duties, responsibilities, entitlements, and regulations under the institution's staff rules.
- Collaborated with the Finance Department to assist in developing departmental work plans and budgets, while liaising daily with vendors, insurance providers, external contractors, and stakeholders to ensure smooth operational support and service continuity.
- Kenyatta National Hospital is a public tertiary referral hospital for the Ministry of Health and the largest referral teaching hospital in Kenya for various institutions that are affiliated with the facility due to its advanced specialization in medical services in the county and beyond.
Education
Deutsch A2-Level -
Hildot German Access
12.2025
Bachelor of Arts - Public Administration
University of Kabianga
01.2020
Kenya Certificate of Secondary Education -
Kiini High School
01.2015
Skills
- Analytical thinking
- Inventory management
- Strategic communication
- Customer service
- Data analysis
- Project management
- Logistics software proficiency
- Shipment coordinating
- Adaptability and problem resolution
- Administrative operations
- Technology proficiency
- Organizational skills
- Supervisory leadership
References
- MR GITHAIGA MAINA, Assistant Chief Medical Social Worker, Kenyatta National Hospital, P.O Box 235, Nairobi, Nairobi, 00202, gbrlgithaiga@yahoo.com, 0724307999
- MR MILSLAV MUNENE, Officer, Bank of India, P.O Box 1475, Village Market, Nairobi, 00621, munenemilslav5@gmail.com, 0727158256
- MR JOSEPH OKELLO, Corporate Credit Manager, Absa Bank Kenya plc, josephokello8@gmail.com, 0716218280
Timeline
Senior Operations - Customer Service & Logistics Specialist
ThePathology Network
03.2022 - Current
Administration & Business Operations-Industrial Internship
Kenyatta National Hospital
05.2019 - 08.2019
Deutsch A2-Level -
Hildot German Access
Bachelor of Arts - Public Administration
University of Kabianga
Kenya Certificate of Secondary Education -
Kiini High School