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
Frameworks: React, Flask
Data & BI Tools: SQL, Excel (Advanced), SPSS, STATA
Productivity Tools: Microsoft Office, Google Workspace, CRM & AI Productivity Tools
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