Summary
Overview
Work History
Education
Skills
References
Awards
CORE COMPETENCIES
Timeline
Generic

FAITH WANGARI NJIHIA

Senior Operations Manager
Nairobi

Summary

Senior Operations & Technology Leader with 5+ years of experience driving revenue growth, market expansion, and operational excellence across East Africa. Skilled in scaling operations, data analytics, and full-stack software engineering (JavaScript, Python, React, Flask) to deliver sustainable business impact. Proven record in strategic planning, cross-functional project management, and stakeholder engagement, with a passion for leveraging technology for social impact.

Overview

6
6
years of professional experience

Work History

Head of Mass Market Operations (Kenya & Uganda Expansion)

Kasha Global Inc.
11.2022 - 04.2025
  • Drove Uganda market entry and scaled operations across 16 Kenyan counties, delivering 30% regional revenue growth.
  • Built and led a 200+ agent network, achieving 80% retention through training, engagement, and incentives.
  • Developed operational and financial reports for leadership and funders, guiding strategy and funding decisions.
  • Reduced fraud-related losses by 25% via compliance frameworks and AI-driven monitoring.
  • Optimized $200K+ monthly inventory, cutting stockouts by 35% through predictive demand modeling.

Mass Market Customer Care Manager

Kasha Global Inc.
01.2021 - 10.2022
  • Managed customer care operations, processing 1,800+ monthly orders worth $250K+ annually.
  • Partnered with IT to resolve 75+ monthly technical issues, ensuring critical fixes within 24 hours.
  • Improved efficiency by 20% through a new inquiry triage & resolution system.
  • Conducted market & competitor analysis, informing strategic planning for market entry.
  • Previous Roles: Customer Care Agent, Fulfillment Agent | Jul 2019 – Jan 2021
  • Coordinated order management, escalations, and logistics, ensuring accuracy and high customer satisfaction.

Junior Data Analyst

Seven Seas Technologies
01.2019 - 06.2019
  • Automated KPI reporting via SQL, saving 20+ hours/month.
  • Identified $150K in cost savings through supplier performance analysis.
  • Built a customer churn dashboard, reducing attrition by 12%.

Education

Certificate - Software Engineering (JavaScript, Python, React, Flask)

Moringa School

Bachelor of Arts - Economics & Statistics

University of Nairobi
01.2018

Advanced Statistical Packages - SPSS, STATA, Excel

University of Nairobi
01.2017

ICDL Certification - undefined

Vision Institute of Professional Studies
01.2016

Skills

Programming: JavaScript, Python, HTML5, CSS3

References

Available upon request.

Awards

Top Performer Award (2022): Led Uasin Gishu market expansion., Operational Excellence Award (2021): Reduced fulfillment errors by 25%.

CORE COMPETENCIES

  • Operations & Strategy: Strategic Planning & Execution | Market Expansion | P&L Management | Supply Chain Optimization | Cross-Functional Leadership
  • Data & Technology: SQL | Excel | SPSS | STATA | Business Intelligence | Full-Stack Development (JS, Python, React, Flask)
  • Stakeholder Management: Fundraising | Donor Relations | Proposal Writing | Funder Reporting | Event & Project Management
  • Leadership: Team Building & Mentorship | Performance Management | Training & Development | Change Management

Timeline

Head of Mass Market Operations (Kenya & Uganda Expansion)

Kasha Global Inc.
11.2022 - 04.2025

Mass Market Customer Care Manager

Kasha Global Inc.
01.2021 - 10.2022

Junior Data Analyst

Seven Seas Technologies
01.2019 - 06.2019

Bachelor of Arts - Economics & Statistics

University of Nairobi

Advanced Statistical Packages - SPSS, STATA, Excel

University of Nairobi

ICDL Certification - undefined

Vision Institute of Professional Studies

Certificate - Software Engineering (JavaScript, Python, React, Flask)

Moringa School

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FAITH WANGARI NJIHIASenior Operations Manager