CHRISTINE GATHONI NGATIA
Project Management, Business Operations and Change Management
Nairobi,Nairobi
Summary
A strategic & results-driven Service Delivery Manager, with over seven years of progressive management experience in a multicultural environment, deftly navigating the complexities and challenges of diverse high-level project initiatives. A direct and decisive professional, with cross-functional management skills that enable me to deftly manage the execution of core operational, financial, business development, and administrative functions for international clients, with the aim of driving overall bottom-line performance. My goal is to secure a position within a reputable organization that will afford me the opportunity to leverage my extensive experience and expertise while fostering further growth and development of my proficiencies.
Overview
10
10
years of professional experience
Work History
Project Manager
Sama
Nairobi
02.2022 - Current
- Championing in the identification of potential risks or issues with project implementations, and proactively driving communication with internal and external stakeholders during projects to find workable solutions
- Developing and implementing KPIs, deliverables, goals and objectives that align with the overall strategic plans of the organization, while initiating projects, managing costs and closely monitoring performance to ensure desired outcomes are achieved
- Orchestrating projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders
- Create change management strategies for the assigned projects to monitor and evaluate effectiveness while addressing identified gaps, instituting corrective actions thus lowering impact rate to 3%
- Ensuring monthly revenue targets are attained and surpassed in a timely and high quality project execution
- Engaging with the project/account team, partners and customer in delivering efficient standardized change management function
- Creating processes and playbooks so as to achieve efficiency and success in a project.
Change Manager
Sama
Nairobi
02.2021 - 02.2022
- Managed change initiatives across diverse organizational projects, ensuring seamless transitions and minimal disruptions to operations
- Throughout my role, I continuously refined change management strategies, dedicating significant time to assessing the impact of change implementations and optimizing processes for maximum efficiency
- Collaborated closely with project teams, department heads, and key stakeholders, fostering open communication channels to address concerns, gather feedback, and ensure successful change implementations
- Navigated complex challenges inherent in project implementations, such as resource constraints and stakeholder resistance, by proactively identifying risks and implementing agile solutions to keep projects on track
- Consistently monitored project milestones and performance metrics, leveraging analytics tools to track progress, identify areas for improvement, and make data-driven decisions to optimize change management processes
- Provided leadership and guidance to multidisciplinary teams, fostering a collaborative environment conducive to innovation and continuous improvement in project implementations.
Operations Manager
Sama
Nairobi
05.2020 - 02.2021
- Maintained operational and technical knowledge by tracking emerging trends in data center operations management, and implementing strong working knowledge of Sama products and technologies
- Executed continuous improvement programs through identification and resolving of problems; initiating corrective operational actions; preparing and executing action plans; completing system audits and analyses; managing system and process improvements
- Prepared full project strategy implementation from inception, through resourcing, capacity planning and cost managing
- Conduct full project strategy implementation from inception, through resource and capacity planning and allocation to conclusion
- Was responsible for managing the overall performance and governance of the Statements of Work
- Lead teams to provide the client with efficient and effective project services and support
- Led a team responsible for managing live operations in a fast-paced content moderation environment, ensuring all live are worked on within SLA to protect the internet users
- Implemented proactive monitoring systems that reduced downtime by 20% and improved incident response times
- Collaborated cross-functionally with development, QA, and customer support teams to identify and address issues impacting live operations
- Spearheaded the launch of major updates and events, coordinating with multiple stakeholders to ensure smooth execution and minimal disruptions
- Managed day-to-day operations, including scheduling, resource allocation, and performance tracking, resulting in a 15% increase in efficiency
- Developed and implemented training programs to onboard new team members and enhance existing staff skills
- Streamlined workflows and implemented automation tools to optimize operational processes and reduce manual effort.
Operations - Team Lead
Sama
Nairobi
02.2019 - 05.2020
- Was responsible for the management, organization and coordination of the day-to-day work of associates and production staff of the designated account within the Centre to deliver the highest standards of service to clients
- Ensured that monthly revenue targets are attained and surpassed within timely and high quality project execution
- Worked with the project service delivery team to create performance-based data driven bonus systems geared towards attainment of client KPIs that also promote successful business outcomes.
Quality Analyst
Wananchi Group (Zuku Fiber)
Nairobi
04.2016 - 09.2018
- Analyzed service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Call Center
- Conducted call evaluations to assess agent performance and adherence to quality standards
- Provided detailed feedback and coaching to agents to improve call quality, customer satisfaction, and performance metrics
- Analyzed call data and quality metrics to identify trends, patterns, and areas for improvement
- Collaborated with supervisors and trainers to develop and implement targeted training programs based on quality assessment findings
- Ensured compliance with company policies, industry regulations, and customer service standards
- Led root cause (RCA) analysis investigations to identify systemic issues impacting call quality and operational efficiency
- Generated regular reports on quality performance metrics and trends for management review.
Quality Analyst
Horizon Contact Centers (Airtel Account)
Nairobi
09.2014 - 02.2016
- Audited service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Call Center
- Provided actionable feedback and coaching to improve agent performance
- Analyzed data to discover opportunities for making operations more efficient and effective
- Collaborated with management and training teams to develop and implement improvement strategies
- Investigated issues and implemented solutions to prevent future problems
- Generated detailed reports to support decision-making and continuous improvement efforts.
Education
Diploma In Broadcast Journalism -
East African Media Institute
01.2012
Project Management Professional
Project Management Institute
Skills
- Tableau
- Asana
- Google Suite
- CRM Software
- Ms Office
- Ms Excel (Advanced)
- Jira
- Zoho
- Adaptability
- Collaboration
- Problem-solving
- Communication
- Multitasking
- Team management
- Leadership
- Training
- Detail-oriented
- Cross-functional Collaboration
- Process Improvement
- Quality Control
- Operational excellence
- Relationship building
- Resource Management
- Conflict Resolution
- Competitive Intelligence
Industry Expertise
- Risk Analysis and Mitigation
- Operations Management
- Project Management
- Stakeholder Management
- Customer Relationship Management (CRM)
- Budget Management
- Customer Service
- Advocacy and Persuasion
- Customer and Competitor Knowledge
- Relationship Building
- Conflict and Complaint Resolution
- Resource Management
- Training and Development
- Competitive Intelligence
Professional Highlights
- Designed a company-wide safety awareness program, resulting in a 10% reduction in reported injuries.
- Collaborated with a team of 25 managers and support staff in the development of tool improvements opportunities proposed to our client.
- Managed to project, project margins and revenue to ensure that profit margins were higher compared to the expenditure.
- Successfully implemented a Business Continuity Program that facilitated the transition of a team of 1500 employees from the office to their homes and back, both during the Covid pandemic and the election period.
- Improved customer satisfaction ratings by 35% through constantly collecting feedback and keeping the customer updated whenever tasks were taking longer than expected to get resolved.
Languages
- English Native
- Swahili Native
Timeline
Project Manager
Sama
02.2022 - Current
Change Manager
Sama
02.2021 - 02.2022
Operations Manager
Sama
05.2020 - 02.2021
Operations - Team Lead
Sama
02.2019 - 05.2020
Quality Analyst
Wananchi Group (Zuku Fiber)
04.2016 - 09.2018
Quality Analyst
Horizon Contact Centers (Airtel Account)
09.2014 - 02.2016
Diploma In Broadcast Journalism -
East African Media Institute
Project Management Professional
Project Management Institute
Similar Profiles
REBEKAH PARKERREBEKAH PARKER
Office Assistant at SAMAOffice Assistant at SAMA
OSCAR OWITIOSCAR OWITI
Operations - Snr. Quality Assurance Manager at SamaOperations - Snr. Quality Assurance Manager at Sama
Isaac Jonathan AkenaIsaac Jonathan Akena
IT Support Specialist at SAMAIT Support Specialist at SAMA
ASHISH MISHRAASHISH MISHRA
Intern at SAMAIntern at SAMA
Dr Elizabeth Wambui Muthondu MuthonduDr Elizabeth Wambui Muthondu Muthondu
Head of Dermatology DFMH at Kenya Defence ForceHead of Dermatology DFMH at Kenya Defence Force