Linear
Grace Otieno
Operations and Technical Support
Nairobi
Summary
Operations professional with a strong background in streamlining processes and optimizing efficiency. Demonstrates robust focus on team collaboration and consistently meets organizational goals. Adaptable and reliable with skills in project management, data analysis, and problem-solving. Known for clear communication, strategic thinking, and a results-driven approach.
Overview
9
9
years of professional experience
2
2
Certifications
Work History
Operations Associate
Grain Intelligence, Inc
02.2025 - 03.2026
- Resolved integration issues across HubSpot, Salesforce, and Zapier, improving reliability across customer accounts
- Investigated and fixed backend issues using Retool, supporting efficient resolution of customer-facing problems
- Troubleshot MCP and API-related issues, including failed connections and prompt errors
- Managed Stripe subscription issues, including updating invoices and resolving billing inconsistencies
Office Manager
Stima Technologies
02.2024 - 03.2025
- Managed financial processes, including petty cash, QuickBooks Online record-keeping, and timely statutory filings for full compliance
- Negotiated vendor contracts, reducing operational costs by up to 15% annually
- Oversaw daily operations, ensuring consistent availability of utilities and supplies
Project Lead - Women Empowerment Program
11.2023 - 05.2024
- Established partnerships enabling the training and licensing of 23 women riders
- Connected participants to leasing companies and delivery platforms, increasing income opportunities
- Collaborated with partners, including Equity Group and Total Group, Kenya, to deliver financial literacy, mentorship, and safety training programs for women riders
Office Administrator
Stima Technologies
08.2023 - 01.2024
- Led complete office setup in collaboration with an interior design firm
- Ensured 100% compliance with statutory requirements (NSSF, NHIF, PAYE, VAT) in collaboration with the accounting team
- Transitioned to QuickBooks after training, improving cash flow visibility by 20%
Operations Lead
Kisafi
01.2019 - 01.2022
- Led recruitment and training, increasing workforce productivity by 15%
- Coordinated promotional programs, including a Unilever collaboration that boosted sales by 30%
- Managed corporate expenses using Wave App, maintaining accurate financial records and supporting informed decision-making
- Worked with a Quality Control team of 5 to achieve a 95% decrease in damages
- Tech Platform for Home Management Services
Founder and CEO
House of Gracy
01.2021 - 01.2021
- Founded and operated a fast-food business, achieving 60% customer growth and reducing delivery costs by 90% through a partnership with Uber Eats
Office Administrator & Marketing Assistant
Kisafi
10.2016 - 12.2018
- Helped build a client database of over 1,000 customers as part of the marketing team
- Trained the customer support team on email correspondence and issue handling
- Managed general office operations, including procurement and data entry
Education
Diploma in Business Management - Kenya National Examination Council
Zetech University
11-2016
Skills
- Customer support
- Operational efficiency
- Technical troubleshooting
- Process improvements
- Project management
- Quickbooks
- Wave Accounting
- Relationship building
Software
Retool
Intercom
HubSpot
Salesforce
Notion
Quickbooks
Stripe
Certification
Resource Mobilization and Proposal Writing
Timeline
Operations Associate
Grain Intelligence, Inc
02.2025 - 03.2026
Office Manager
Stima Technologies
02.2024 - 03.2025
Project Lead - Women Empowerment Program
11.2023 - 05.2024
Office Administrator
Stima Technologies
08.2023 - 01.2024
Founder and CEO
House of Gracy
01.2021 - 01.2021
Operations Lead
Kisafi
01.2019 - 01.2022
Office Administrator & Marketing Assistant
Kisafi
10.2016 - 12.2018
Diploma in Business Management - Kenya National Examination Council
Zetech University