Jessica Mekwunye

• Technical Leadership: Directed the expansion and technical integration of Tranzitech and Trips Africa’s operations in Kenya by aligning business and technical teams to deliver innovative travel solutions
• Strategic Partnerships: Activated eight major technical partnerships, enhancing product functionality and market competitiveness
• Product Roadmap Development: Led the creation and execution of product roadmaps, prioritizing technical features based on customer feedback and emerging trends
• Market Impact: Drove revenue growth and increased market share by 3% within the first year through the implementation of data-driven strategies
• Regulatory Compliance: Ensured all technical and operational processes complied with industry standards and regulations
• Built long-lasting client relationships through excellent customer service and consistent followups.
• Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.

• Cross-Functional Collaboration: Managed the end-to-end lifecycle of a widget application, collaborating with engineering, design, and quality assurance teams to ensure technical robustness and user satisfaction
• Market Research & Analysis: Conducted in-depth technical and market research that resulted in a 45% boost in product adoption
• Performance Monitoring: Implemented performance tracking systems to continuously monitor product performance and guide iterative enhancements
• Partnership Management: Fostered technical collaborations with banks and airlines, ensuring integration and seamless service delivery
• Managed full product lifecycle, from ideation through post-launch support, ensuring consistent quality control measures were in place.
• Thrived in fast-paced, highly-adept team to develop and prioritize product features and build product roadmap.

Technical Support & Training: Delivered technical expertise and support to customers and internal teams, improving product utilization and customer satisfaction

• Cross-Functional Feedback: Coordinated with engineering and marketing teams to collect and analyze technical feedback, driving iterative product improvements
• Training Development: Created and delivered technical training materials to onboard partners and internal staff
• Trained and provided coaching to 10 junior team members.

• Operational Excellence: Tracked technical performance metrics, identified system errors, and implemented solutions to minimize service disruptions
• Customer Resolution: Acted as the technical liaison for flight, hotel, and travel bookings, ensuring prompt resolution of technical issues
• Developed comprehensive training programs for product support staff, resulting in improved performance.

• Leadership & Mentorship: Managed and coached a team of customer service representatives, focusing on technical process improvements and customer support efficiency
• Performance Analysis: Analyzed key performance indicators to optimize team workflows and enhance service delivery through technology
• Trained new team members by relaying information on company procedures and safety requirements.

• Customer Engagement: Handled inquiries and technical support issues across multiple communication channels, ensuring high-quality user experiences