Harriet Onyancha
Nairobi,Kenya
Summary
Operations and Production Specialist with experience in customer service leadership, production coordination, and inventory management. Proven ability to streamline workflows, improve order tracking systems, and manage end-to-end production processes for both internal operations and client brands. Skilled in quality control, team coordination, and delivering efficient production outcomes.
Overview
6
6
years of professional experience
4035
4035
years of post-secondary education
Work History
Production and manufacturing Support
Mini Rosa, Soul Design
Nairobi
2024.01 - Current
- Provided end-to-end production management services for multiple client brands, translating concepts and designs into finished products.
- Collaborated with clients on product design and development, ensuring feasibility, quality, and alignment with brand requirements.
- Supervised production processes to ensure all specifications, detailing, and finishing standards were met accurately.
- Conducted quality control checks at different stages of production to maintain high standards.
- Coordinated order fulfillment and shipping logistics, ensuring timely delivery of finished products.
- Managed small-scale production teams and workflows to meet varying client demands and deadlines.
- Acted as the key link between client vision and production execution, ensuring seamless delivery from concept to final product.
Founder & Production Lead
AfroCentral Kenya
2022.03 - Current
- Manage end-to-end production of handcrafted products including leather and beaded goods.
- Coordinate artisans and oversee workshop operations.
- Ensure quality control and consistency in finished products.
- Source materials and manage supplier relationships.
OPERATION MANAGER AND CUSTOMER CARE LEAD
Adweek Chicks
Nairobi
2023.06 - 2025.11
- Oversaw daily operations including customer service, production coordination, and order fulfillment.
- Developed and improved inventory and order tracking systems, increasing efficiency and accuracy.
- Coordinated workflow between teams to ensure timely production and delivery.
- Created performance reports and implemented process improvements.
- Led and supervised team members to maintain high service and operational standards.
- Streamlined order fulfillment with logistics to ensure timely deliveries and customer satisfaction.
CUSTOMER CARE AND SALES OPERATIVE
Adweek Chicks
Nairobi
2020.10 - 2023.06
- Managed customer orders and aligned them with production timelines.
- Maintained accurate records in CRM and Excel systems.
- Supported inventory tracking and stock reconciliation.
- Improved customer satisfaction through effective communication and follow-ups.
CUSTOMER SERVICE EXECUTIVE
Acorn Management Limited
Nairobi
2019.12 - 2020.10
- Handled high-volume customer interactions in a call center environment.
- Used CRM tools to log and track customer cases.
- Supported team performance and met service benchmarks.
- Resolved customer complaints through effective communication and problem-solving.
- Educated clients on product features and benefits during interactions.
- Supported training of new staff on customer service protocols and systems.
Education
BSC. - Fisheries and Aquaculture
Jomo Kenyatta University of Agriculture and Technology
NairobiKCSE -
Limuru Girls Secondary School
NairobiSkills
- Production Planning & Scheduling
- Inventory Control
- Quality Assurance
- Team Leadership
- Customer Service Management
- Data Management
- Problem Solving
- Communication Skills
Languages
English
Advanced
C1
Swahili
Proficient
C2
Timeline
Production and manufacturing Support
Mini Rosa, Soul Design
2024.01 - Current
OPERATION MANAGER AND CUSTOMER CARE LEAD
Adweek Chicks
2023.06 - 2025.11
Founder & Production Lead
AfroCentral Kenya
2022.03 - Current
CUSTOMER CARE AND SALES OPERATIVE
Adweek Chicks
2020.10 - 2023.06
CUSTOMER SERVICE EXECUTIVE
Acorn Management Limited
2019.12 - 2020.10
BSC. - Fisheries and Aquaculture
Jomo Kenyatta University of Agriculture and Technology
KCSE -
Limuru Girls Secondary School