CHRISTINE GATHONI NGATIA
Nairobi
Summary
7-plus years experience in directing the customer operations strategy and service delivery implementation, cross-functional operational enhancement in high-paced working conditions, and various other activities as an Operations and Project Management leader. Demonstrated skills in managing daily support processes, designing scalable processes, creating high-performing cross-functional teams with well-defined responsibilities, and introducing KPI-driven performance monitoring and reporting. Knowledgeable in operational planning, resource forecasts, risk and incident management and continuous improvement using systematic analysis and good operational controls. It has been known to have implemented data-driven decision-making which has enhanced the quality of services and customer experience, with a 95% on-time performance, 35 point increase in customer satisfaction, 30 point decrease in turnaround time and 98% service continuity among 1500 employees.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Project Manager
Sama
03.2023 - 06.2025
- Led operational strategy and implementation of 10 plus projects each year, with high on time delivery and high cost control in customer facing service environment.
- Clear work flows, standards of delivery and performance measures aligned to SLAs and operational objectives and improved consistency, decreased inefficiencies by 20%.
- Monitored and sounding 20+ KPIs (quality, delivery, cost, risk) allowed making decisions grounded in figures 30 times faster.
- Since it manages risk and dependencies, change requests and proactively mitigates high-impact risk (15-plus) and reduces disruption (3 percent).
- Collaborated with cross-functional stakeholders (operations, quality, HR, IT, and finance) and external clients and had a 98% stakeholder satisfaction rate due to well-designed communication and reporting.
Change Manager
Sama
02.2021 - 03.2023
- Considered the case study; change operated programs of operational last-mile delivery on 1,500 or more employees with 98% service continuity in times of significant operational activities.
- Developed the systematic change implementation models such as the stakeholder analysis, communications, training and adoption monitoring and the performance measurement in 10+ teams and 5+ departments.
- Installed feedback loops using KPIs and tracking of impacts that led to improved customer satisfaction (35% increase) and improved service response (30% time saved).
- Operational alignment with leadership and stakeholders fine-tuned, removing delays caused by resistance by 25% and speeding up implementation of the same by 20 percent.
Operations Team Leader
Sama
02.2019 - 02.2021
- Supervised the operations delivery of day-to-day customer operations with 90 plus associates with 98 percent KPI regulation in quality, correctness, and speed of response.
- Scheduling, productivity and planning of resources, 95%+ utilization and steady delivery rates.
- Set up performance systems and coaching regiments that were based on KPIs and resulted in an increase of productivity by 15 percent.
- Streamlined work processes and resource management that cut the turnaround time by 40% with no growth in the number of heads.
- Served as operational risk escalation point, performance disruption point as well as client concerns point of view to ensure that operational performance is met on time and stable service delivery.
Quality Analyst
Wananchi Group (Zuku Fiber)
04.2016 - 09.2018
- Reviewed 200+ customer interactions monthly (calls, emails, tickets, surveys) and improved quality compliance by 15% through targeted improvement recommendations.
- Conducted RCA on 30+ repeat customer issues, reducing repeat complaints by 20% and improving first-contact resolution.
- Delivered 10+ coaching and feedback sessions per month, increasing one-on-one quality ratings by 25%.
Quality Analyst
Horizon Contact Centers (Airtel Account)
06.2015 - 02.2016
- Audited 250+ customer interactions monthly and increased overall quality compliance by 15%.
- Created weekly and monthly reports for 20+ agents, improving agent quality scores by 20% through structured feedback.
- Monitored 50+ customer interactions weekly via social channels, reducing response time by 25% through faster escalation and resolution.
Customer Service Executive
Horizon Contact Center
09.2014 - 06.2015
- Managed 80+ customer interactions per day and consistently achieved 95% KPI performance on quality and turnaround time.
- Resolved 85% of customer inquiries on the first call, contributing to 90%+ customer satisfaction.
- Maintained 98% compliance with service standards in a high-volume support environment.
Education
Bachelor of Arts - Communication
Daystar University
01.2023
Diploma - Broadcast Journalism
East African Media Institute
01.2012
Skills
- Customer Operations Leadership
- Support Operations Strategy & Execution
- Workflow Optimization
- Standard Operating Procedures (SOPs)
- Knowledge Management
- Process Documentation
- Operational Controls
- Quality Standards
- KPI Development
- Monitoring
- Reporting
- Data-Driven Decision Making
- Performance Analytics
- Volume Forecasting
- Workforce Planning
- Resource Allocation
- Incident Management
- Risk Mitigation
- Service Continuity
- Cross-Functional Collaboration
- Automation
- Continuous Improvement
Certification
- Project Management Professional (PMP), In Progress
- Change Management Certification, Relevant Professional Body
Accomplishments
- Drove operational and service provision efforts in international client accounts, enhancing its efficiency in services and keeping 95% of it on time.
- Developed scalable operational controls based on SOPs, playbooks, and governance models, and cut down on inefficiencies by 20 percent and made delivery more consistent.
- Enhanced customer satisfaction through the introduction of structured feedback, performance management, and shortening the turnaround time (35%).
Timeline
Project Manager
Sama
03.2023 - 06.2025
Change Manager
Sama
02.2021 - 03.2023
Operations Team Leader
Sama
02.2019 - 02.2021
Quality Analyst
Wananchi Group (Zuku Fiber)
04.2016 - 09.2018
Quality Analyst
Horizon Contact Centers (Airtel Account)
06.2015 - 02.2016
Customer Service Executive
Horizon Contact Center
09.2014 - 06.2015
Diploma - Broadcast Journalism
East African Media Institute
Bachelor of Arts - Communication
Daystar University