Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Immaculate Samuel

Nairobi

Summary

Seasoned Client Partnerships Operations Manager with 7+ years of experience in leading and developing high performing teams in high-pressure environments to achieve ambitious goals. Skilled in sales and customer service leadership, change management, problem solving, and client retention. Excels in equipping Executive Assistants to become strategic partners through training, motivating, and coaching teams, providing thought leadership and insights into client persona and needs to proactively improve the customer journey and experience.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Client Partnerships Operations Manager

Athena
09.2024 - Current
  • Leads a team of exceptional Executive Assistants (EA) to deliver unparalleled support and engagement to high-impact clients including CEO’s and executives of well-established organizations.
  • Streamlines workflows to improve executions in calendar management, travel planning and inbox management.
  • Designs and implement business plans and 90-day onboarding plans for seamless partnerships between executives and EA.
  • Develops upskilling programs to address skill gaps and enhance EA effectiveness.
  • Partners with top-tier clients to align Executive Assistants’ support with strategic goals, driving measurable business outcomes.
  • Successfully led the client retention program, maintaining a 92% retention rate through tailored solutions and proactive relationship management.
  • Implemented accountability frameworks to ensure EAs consistently met or exceeded expectations.
  • Introduced quality control measures to reduce errors and increase efficiency.

Customer Service Operations Manager

Majorel
09.2021 - 08.2024
  • Led a team of 3 Team Managers by providing direction on key strategic decisions to ensure the smooth operation of the production floor and customer satisfaction by giving exceptional customer service.
  • Responsible for effective training in company policies, values, mission, vision, procedures, and reaffirming organizational commitment to clients, customers and employees by aligning behavior and actions of everyone in the team with those necessary to attain the organization’s goals.
  • Participated in the creation of business plans to meet operational objectives which support the realization of deliverables.
  • Engaged and corresponded with multiple account clients, built and managed client relationships, collected quarterly targets, and actualized goals through relentless pursuit to 100% execution.
  • Oversaw capacity planning based on forecasts for transaction volumes, handled times, and shrinkage as a means to having sufficient resources to meet demand.
  • Ensured well balanced scheduling to meet expected human assisted channel transaction volumes and effective real time management for sufficient staff availability to achieve business objectives.
  • Participated in designing, maintaining, and continuously improving customer facing and customer support digital systems and hardware to deliver high levels of service that meet customer expectations while achieving business objectives.
  • Maintained an effective quality management and knowledge dissemination approach that reduced errors and improved consistency leading to high levels of first contact resolution and customer experience at lower cost to the organization.
  • Initiated a multichannel Line of Business handling customer queries on behalf of our client. The channels involved were chats, tickets, and phone support in Kenya, Ghana, South Africa, Nigeria, Malta, and Great Britain Markets.
  • Created and implemented new processes targeting customers’ issues resolution, balanced scheduling and team capacity building that increased efficiency by 30% while reducing cycle time by 50% within 6 months at Majorel.
  • Developed a comprehensive training program for all agents with measurable results within 6 months, increasing agents’ effectiveness by 10%.
  • Built a strong and high-performing team by recruiting and developing top talent in my tenure as the founder of 2 LOBs in Majorel.
  • Increased overall employee ownership and pride by 27% in one year through strategic account development and fine-tuning employee engagement and empowerment.
  • Led a team of 59 people with zero attrition rates with 10 of them being promoted to Team Manager and Quality Analyst positions.

Team Manager

Majorel
11.2020 - 09.2021
  • Hired, trained, developed, evaluated, and managed 37 employees including inside sales representatives to exceed personal and departmental CSAT goals.
  • Conducted regular meetings with team members to discuss their progress and any obstacles they were facing.
  • Assessed the skills of each team member and adjusted assignments accordingly based on those assessments while providing mentorship for personal development growth of the team members.
  • Oversaw dry runs and software testing for the Customer Service Executive machines and tools of work in order to verify their functionality before they can go live.
  • Performed and supported agents during performance improvement plans to ensure standard work performance by outliers.
  • Spearheaded employee retention by ensuring that the needs of the customer service executives are attended to in a timely and empathetic manner.
  • Initiated a startup for a new line of business for phone support, in the UK market initially beginning with a team of 10 people and currently at 250 people.
  • Developed a new mentorship program to churn out more leaders in the Contact center while simultaneously equipping more than 100 new hires with product knowledge and quality tips.
  • Improved our score from 38% CSAT and utilization performance to above 85% despite the ongoing continuous recruitment using a tool I developed called Ubuntu.

Team Leader for Telesales Representatives

Safaricom
07.2019 - 03.2020
  • Motivated and guided team members to reach weekly sales goals while promoting effective customer service.
  • Spearheaded the implementation of a new sales process that increased average sale size by 25%.
  • Managed and coached sales reps on effective prospecting techniques, cold calling skills, lead generation strategies, and closing tactics leading to improved average order value by 10%.
  • Created and implemented an incentive program for the sales team based on performance, increasing productivity by 17%.
  • Ensured that associates were properly trained on new products or services as well as existing ones to maximize sales opportunities for both customers and the business.
  • Led a team of 20+ sales representatives to achieve the highest revenue growth in company history, resulting in an increase of $1M in 7 months.
  • Spearheaded the implementation of a new sales process that increased productivity by 25% and improved customer satisfaction.
  • Got recognition for achieving and exceeding sales goals through dedication to identifying and pursuing new opportunities.

Education

Master of Research and Public Policy -

12.2017

Bachelor of Arts - Sociology & Religion

Egerton University
12.2014

Diploma - Criminology

Moi University
01.2010

Kenya Certificate of Secondary Education - undefined

The Sacred Heart Girls School
01.2007

Skills

  • Sales & Marketing
  • Client management
  • Client Retention
  • Inbound sales operations
  • Cold calling
  • Product management
  • Project management
  • Business development and planning
  • Entrepreneurship
  • Customer service
  • Client relations
  • Good listening
  • Team Leadership
  • Conflict & crisis management
  • Motivational skills
  • Communication
  • Relationship building
  • Storytelling
  • Negotiation
  • Problem solving
  • Critical thinking
  • Program Monitoring and Tracking
  • Generative AI
  • Content creation
  • Data analysis and Visualization
  • AI and ML Fundamentals
  • Website development based using AI
  • Natural language processing
  • Supervised & Unsupervised learning
  • Computer skills
  • Microsoft office
  • Outlook
  • G-Workspace
  • Hubspot
  • Zendesk
  • Performance monitoring and Management
  • Zendesk
  • Trello
  • Power BI
  • Prototyping and wireframing using AI
  • Slack
  • Teams
  • Zoom
  • Beehive platform

Certification

  • Prompt Engineering - Gate Moyyn Germany
  • AI for Business: Transforming Strategy & Operations – Udemy
  • McKinsey Forward Program - Mckinsey
  • Supervisor Operational Excellence
  • Playbook Training – Majorel
  • Basic First Aid Training – Kenya Red Cross
  • AI Career Essentials – ALX

Languages

English
Swahili

Timeline

Client Partnerships Operations Manager

Athena
09.2024 - Current

Customer Service Operations Manager

Majorel
09.2021 - 08.2024

Team Manager

Majorel
11.2020 - 09.2021

Team Leader for Telesales Representatives

Safaricom
07.2019 - 03.2020

Diploma - Criminology

Moi University

Kenya Certificate of Secondary Education - undefined

The Sacred Heart Girls School

Master of Research and Public Policy -

Bachelor of Arts - Sociology & Religion

Egerton University

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Immaculate Samuel