Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results. Experienced Project Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Hi, I’m
LINDA PUNYUA
CUSTOMER & PROJECTS OPERATIONS MANAGER
Nairobi
Summary
Overview
14
years of professional experience
6
years of post-secondary education
2
Languages
Work History
Goodlife Pharmacy LimitedNairobi
Regional Development Manager
03.2020 - Current
Job overview
- Successfully oversee Branch pharmacy operations for over 25 branches with a team of more than 50 staff to achieve set targets and manage external & internal working relationships
- Examine various internal and external factors which dictate P&L budget development, and monitor achievement of the same.
- Problem solving through identifying and resolving operational gaps such as staffing, stock level management, and business development prospects.
- Facilitate efficient daily branch operations through coordination of interdepartmental and inter-branch collaboration.
- Successfully coordinated projects and activities which included over 15 outreaches to local communities, and more than 50 in-house activations.
- Enhanced operational efficiency and profit through team development by training & coaching over 60 team members.
- Pioneered implementation and rolling out of the floor supervisor role in retail department - Upon completion of this role daily transactions and revenue increased by 1.1% and 48% respectively.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Identified and resolved unauthorized, unsafe, or ineffective practices and kept employees compliant with company policies and procedures.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands and streamline operations.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Developed and implemented strategies to maximize customer satisfaction.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Assisted in recruiting, hiring and training of team members.
- Reduced operational risks while organizing data to forecast performance trends.
Numismatics International LimitedNairobi
Customer Operations
06.2019 - 01.2020
Job overview
- Oversaw dispatch and delivery operations by jointly managing of18 field staff.
- Identified gaps & opportunities through market research and observation of consumer practices to guide app development and operational strategies.
- Regularly coordinated stakeholder engagement through social media management of the company Instagram account, as well as identifying & reaching out to suitable influencer partners.
- Achieved customer satisfaction by accurately responding to customers while maintaining a median response rate of under one minute.
- Worked closely with senior management to design and execute processes to meet business initiatives and drive continuous improvement.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Assisted in recruiting, hiring and training of team members.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Trained and guided team members to maintain high productivity and performance metrics.
Express DDB Advertising AgencyNairobi
Senior Account Executive
11.2018 - 06.2019
Job overview
- Served as the direct link between the agency and the existing clients, managing day-to-day affairs, client & business relationships, and working collaboratively with internal teams thus safeguarding client satisfaction of 3 key accounts- Family Bank, DKT, & DT Dobie.
- Managed client needs through regular engagement to identify their design needs subsequently preparing clear and concise design briefs.
- Promptly responded to client communications, and meticulously checked and approved creative/production material.
- Synchronized communication between various departments to move things through promptly on behalf of the client.
- Facilitated client approvals, and filled out contact reports for all client interactions.
- Employed proactive and collaborative approaches to strengthen relationships and manage customer needs.
- Established customer relationships, interfacing with representatives and collaborating to achieve mutually beneficial results.
Safaricom LimitedNairobi
Customer Experience Executive
02.2015 - 11.2018
Job overview
- Provided solutions-driven customer service, leveraging a natural ability to build rapport, assess needs, and determine best practices to solve problems, in addition to product training.
- Delivered quality customer service, by safeguarding quick resolution to inbound calls on mobile and data related queries while successfully calming angry callers and building and fostering trust.
- Optimized departmental workflow by allocating work to 30-60 team members, and developed hourly reports on transactions received and allocated.
- Achievements: Won Safaricom Shangilia Award in June 2018- weekly call centre award in recognition of exemplary customer service.
- Collaborated with internal stakeholders to close gaps and improve customer experience.
- Kept current on market and product trends to appropriately answer customer questions.
Professional Marketing Services GroupNairobi
Marketing associate and Team Leader
10.2013 - 03.2014
Job overview
- Managed 15-member field team conducting training and mentorship to promote productivity, accuracy, and commitment to friendly service.
- Performed online and field industry research providing actionable feedback on operational strategy.
- Developed sales and inventory reports and proposals for various marketing campaigns assessing KPIs and brand performance.
- Recognized as top talent based on exceptional performance as a marketing intern, rising to the role of team leader for L’Oréal product launch marketing campaign.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Evaluated customer needs and feedback to drive product and service improvements.
Self-employedNairobi
Graphic Designer
11.2009 - 12.2011
Job overview
- Developed creative design for print materials, e-cards, banners, and posters for 3 private clients.
- Created digital image files for use in digital and traditional printing methods.
- Employed design fundamentals when selecting typography, composition, layout, and colour in design work.
Education
St. Paul’s UniversityNairobi, Kenya
Bachelor of Arts from Mass Communication
01.2012 - 10.2015
University Overview
Academy of Graphic TechnologiesNairobi, Kenya
National Diploma from Graphic Design
10.2007 - 05.2009
University Overview
Institute of Advanced Technology (IAT)Nairobi, Kenya
ICDL Microsoft Office Suite from Microsoft Office Suite
02.2007 - 05.2007
University Overview
Skills
Staff training/development
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Quote
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Timeline
Regional Development Manager
Goodlife Pharmacy Limited
03.2020 - Current
Customer Operations
Numismatics International Limited
06.2019 - 01.2020
Senior Account Executive
Express DDB Advertising Agency
11.2018 - 06.2019
Customer Experience Executive
Safaricom Limited
02.2015 - 11.2018
Marketing associate and Team Leader
Professional Marketing Services Group
10.2013 - 03.2014
St. Paul’s University
Bachelor of Arts from Mass Communication
01.2012 - 10.2015
Graphic Designer
Self-employed
11.2009 - 12.2011
Academy of Graphic Technologies
National Diploma from Graphic Design
10.2007 - 05.2009
Institute of Advanced Technology (IAT)
ICDL Microsoft Office Suite from Microsoft Office Suite
02.2007 - 05.2007
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