Marylyne Mumia Wafula
Nairobi
Summary
Professional with comprehensive experience in customer service leadership. Proven track record in driving team performance, resolving issues, and enhancing customer satisfaction. Strong focus on fostering collaboration, adapting to changing needs, and ensuring reliable service delivery. Skilled in conflict resolution, team training, and performance management. Reliable and results-driven with unwavering commitment to excellence.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Business Development Manager / Project Manager
BloomBeyond.Co
07.2025 - Current
- Developed strategic partnerships to enhance market presence and drive revenue growth.
- Led cross-functional teams to implement innovative solutions aligning with business objectives.
- Analyzed market trends and competitive landscape to inform strategic decision-making.
- Identified new business opportunities through comprehensive research and networking initiatives.
- Managed end-to-end sales processes, ensuring client satisfaction and retention strategies were executed effectively.
- Streamlined communication between departments to improve project efficiency and collaboration efforts.
- Increased client base by identifying new business opportunities and cultivating strong relationships with key decision makers.
- Facilitated regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.
- Developed customized solutions for clients based on a deep understanding of their unique pain points, delivering exceptional value and driving repeat business.
- Generated new business with marketing initiatives and strategic plans.
- Represented company and promoted products at conferences and industry events.
- Managed a diverse portfolio of accounts, consistently exceeding revenue targets through upselling strategies and exceptional customer service.
- Enhanced the company''s profitability by identifying and eliminating inefficiencies in existing business processes.
Customer Service Team Lead , Optimise Outsourcing
Rattan Direct
11.2022 - 07.2025
- Led a remote team of 8–15 support agents, consistently surpassing KPIs and SLAs by up to 20%.
- Oversaw daily quality assurance reviews on tickets, chats, and calls, improving accuracy, compliance, and service consistency across the team.
- Designed QA scorecards, implemented weekly calibration sessions, and reduced service errors by 30%.
- Built automated tagging systems, reporting dashboards, and performance trackers that reduced manual work and cut resolution time by 35%.
- Delivered targeted coaching and training programmes, raising FCR by 25% and boosting CSAT results.
- Acted as escalation lead, maintaining a 92% on-time resolution rate for complex service issues.
- Coordinated daily with fulfilment, warehouse, and logistics partners, reducing delivery delays by up to 40%.
- Provided operational insights to senior management, supporting workflow redesign and resource planning.
- Developed training programs for new hires, enhancing team productivity and service quality.
- Led customer service team in resolving complex inquiries and issues efficiently.
- Mentored junior team members, fostering skill development and promoting career growth within the team.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
Customer Experience Executive
Optimise Outsourcing / Rattan Direct (UK)
11.2022 - 06.2024
- Resolved customer inquiries through various communication channels, ensuring high satisfaction levels.
- Managed order processing and tracking using CRM systems to enhance service efficiency.
- Collaborated with team members to streamline complaint resolution processes, reducing response times.
- Trained new staff on best practices in customer interaction and product knowledge.
- Handled 60+ daily customer interactions across email, phone, and chat, maintaining 90%+ positive feedback.
- Conducted QA checks on communication logs, order updates, and tagging accuracy to ensure full documentation and compliance.
Customer Service and Project Manager
Silk Apparels
01.2018 - 11.2022
- Led cross-functional teams to achieve project milestones and deliverables on time.
- Developed detailed project plans, outlining scope, timelines, and resource allocation.
- Implemented risk management strategies to identify and mitigate potential project issues.
- Facilitated stakeholder meetings to ensure alignment on project goals and expectations.
- Monitored project progress through performance metrics and adjusted plans as necessary.
- Mentored junior team members, fostering a collaborative environment for professional growth.
- Streamlined communication processes between departments to enhance information sharing and responsiveness.
- Evaluated vendor proposals and managed contracts to optimize project resources and costs.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
Education
Bachelor of Arts - Double Major in Communication And Sociology
The University of Nairobi
Nairobi, Kenya12.2018
Skills
- Customer experience strategy
- Proficient in CRM software
- SOP creation and execution
- Performance metric analysis
- De-escalation techniques
- Coaching and mentoring
- Process optimization
- Cross-departmental collaboration
- Project monitoring using data analysis
- Analytical reporting
- Skilled in utilizing MS Office applications
- Automated workflows
- Proficient in Google Sheets
- Business development and planning
- Negotiations
- Team leadership
- Project management
Certification
- Google Project Management- Jul 26, 2023
- Meta Front-End Developer - Feb 21, 2024
- Business Analysis & Process Management - Sep 19, 2024
- Introduction to Predictive Modeling - Dec 29, 2024
Additional Information
- Strong aptitude for lead scoring, data organisation, and structured prioritisation from BD and CX projects.
- Experience building client ordering systems, automated workflows, SOPs, and dashboards for operations.
- Skilled in AI-assisted process optimisation, including automating follow-up workflows, sorting customer data, monitoring service patterns, and risk detection.
- Demonstrated ability to work across CX, BD, project management, operations, and support, offering cross-functional impact.
- Adept at coordinating global stakeholders across different time zones, including engineering, sales, logistics, and executive teams.
Languages
English
Native or Bilingual
Timeline
Business Development Manager / Project Manager
BloomBeyond.Co
07.2025 - Current
Customer Experience Executive
Optimise Outsourcing / Rattan Direct (UK)
11.2022 - 06.2024
Customer Service Team Lead , Optimise Outsourcing
Rattan Direct
11.2022 - 07.2025
Customer Service and Project Manager
Silk Apparels
01.2018 - 11.2022
Bachelor of Arts - Double Major in Communication And Sociology
The University of Nairobi
Tools and Systems
- CRM: HubSpot, Salesforce, Zendesk, Freshdesk
- Support/QA Tools: Call/Chat QA Scorecards, QA Rubrics, Confluence, Notion
- Project Tools: Asana, Trello, Monday.com, Jira
- Analytics: Excel (Advanced), Google Sheets, Dashboards
- Communication: Slack, MS Teams, Zoom
- Other: AI workflow automation, Meta Business Suite, Reporting tools