HARRIET MORAGWA ONYANCHA
Nairobi,Kenya
Summary
Operations and customer experience specialist with strong skills in workflow optimization, documentation, SLA compliance, and administrative coordination. Community-focused leader with hands-on experience supporting women artisans and marginalized groups through AfroCentral Kenya. Passionate about girls' empowerment, inclusive development, and strengthening operational systems that support grassroots organizations.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Founder & Lead Coordinator
AfroCentral Kenya
01.2021 - Current
Operations Manager & Customer Care Lead
Adweek Chicks
Nairobi, Kenya
06.2023 - 10.2025
- Lead daily service operations across phone, email, and WhatsApp.
- Implemented issue-tracking system reducing repeat complaints by 25%.
- Streamlined order fulfillment with sales/logistics teams, reducing delivery queries by 20%.
- Trained and supervised staff; improved satisfaction scores from 78% to 88%.
- Ensured SLA compliance and accurate recordkeeping.
Customer Care & Sales Operative
Adweek Chicks
Nairobi, Kenya
10.2020 - 06.2023
- Handled product, billing, and order inquiries in a remote role.
- Reduced payment and stock record errors by 15% through improved tracking.
- Supported sales through lead generation; contributed to 20% revenue growth.
Customer Service Executive
Acorn Management Ltd.
Nairobi, Kenya
12.2019 - 10.2020
- Managed inbound/outbound calls in high-volume environment.
- Logged cases and updated client records in CRM systems.
- Met daily performance and service quality standards.
Education
BSc. - Fisheries & Aquaculture
JKUAT
Nairobi 09.2015 - 01/2019
KCSE -
Limuru Girls Secondary School
Nairobi 01.2011 - 12.2014
Skills
- Operations Support
- Admin Coordination
- SLA Compliance
- Issue Tracking
- Reporting
- Documentation
- Community Engagement
- Vendor Coordination
- Data Accuracy
- Excel
- CRM Systems
Languages
- English, Fluent
- Kiswahili, Fluent
Entrepreneurial And Community Work
Founder & Lead Coordinator, AfroCentral Kenya, 01/01/21, Present, Work with women artisans and marginalized men in weaving, beadwork, and brass craft., Support livelihoods through market access, community visits, and needs assessments., Manage artisan payments, quality control, inventory, and documentation., Build inclusive spaces centered on empowerment and cultural sensitivity.
Timeline
Operations Manager & Customer Care Lead
Adweek Chicks
06.2023 - 10.2025
Founder & Lead Coordinator
AfroCentral Kenya
01.2021 - Current
Customer Care & Sales Operative
Adweek Chicks
10.2020 - 06.2023
Customer Service Executive
Acorn Management Ltd.
12.2019 - 10.2020
BSc. - Fisheries & Aquaculture
JKUAT
09.2015 - 01/2019
KCSE -
Limuru Girls Secondary School
01.2011 - 12.2014