Miriam Machuki

Operations leader overseeing end-to-end partnership management between executive clients and Executive Assistants. Responsible for ensuring successful client-EA matches, onboarding, performance optimization, and long-term engagement outcomes. Acted as a strategic liaison, aligning client expectations with operational execution, while coaching EAs to deliver high-impact, proactive support.

Key responsibilities included:

• Managed strategic partnerships between executive clients and Executive Assistants, ensuring alignment, performance, and long-term engagement success
• Led onboarding, training, and ongoing coaching of Executive Assistants to meet client-specific expectations and service standards
• Served as the primary liaison for clients, translating business priorities into effective operational support and resolving escalations
• Built and refined SOPs, workflows, and performance metrics to improve delivery quality, consistency, and retention

• Team Leadership: Supervised and mentored a team of supervisors and agents to achieve performance targets and maintain high service standards.
• Process Optimization: Identified and implemented process improvements to enhance efficiency and productivity, leading to reduced costs and increased client satisfaction.
• Performance Management: Monitored KPIs and metrics to ensure service level agreements (SLAs) are met, and executed corrective actions as needed.
• Client Relations: Acted as a liaison between clients and internal teams, ensuring client requirements are understood and met consistently.
• Quality Assurance: Maintained quality standards by conducting regular audits and training sessions, ensuring compliance with company policies and client specifications.
• Resource Allocation: Managed workforce planning and scheduling to optimize resource utilization and meet operational demands.
• Reporting & Analysis: Prepared detailed reports on operational performance, presenting insights and recommendations to senior management for strategic decision-making.
• Budget Management: Oversaw budget allocation for the operations department, ensuring cost-effective operations while maintaining high service levels.

• Team Supervision: Led a team of customer service representatives, ensuring they met performance targets and adhered to company policies.
• Performance Monitoring: Tracking and analysis of team performance metrics, providing feedback and coaching to improve productivity and quality.
• Coaching & Development: Conducted regular coaching sessions and workshops to enhance team skills and knowledge, fostering continuous improvement.
• Quality Control: Ensured compliance with quality standards through regular monitoring and audits, maintaining high levels of customer satisfaction.
• Issue Resolution: Addressed escalated customer issues and complaints promptly, implementing effective solutions to maintain service standards.
• Scheduling & Planning: Managed shift schedules and resource allocation to ensure optimal coverage and operational efficiency.
• Reporting: Generated and reviewed daily, weekly, and monthly performance reports, presenting findings to senior management.
• Motivation & Engagement: Fostered a positive and collaborative team environment, recognizing and rewarding high performers to boost morale and engagement.

• Customer Support: Provided prompt and professional assistance to customers via phone, email, and chat, resolving inquiries and issues effectively.
• Issue Resolution: Diagnosed and resolved customer complaints and problems, ensuring a high level of customer satisfaction.
• Product Knowledge: Maintained comprehensive knowledge of products and services to provide accurate information and support to customers.
• Documentation: Recorded detailed notes of customer interactions and transactions, ensuring accurate and timely updates to customer accounts.
• Performance Metrics: Consistently met or exceeded performance metrics, including response times, resolution rates, and customer satisfaction scores.
• Team Collaboration: Worked closely with team members and supervisors to share insights and best practices, contributing to a collaborative work environment.
• Training Participation: Engaged in ongoing training and development sessions to stay updated on new products, services, and best practices.

• Sales and Marketing Agent for the designs and products.
• Fashion Designer tasked with creating new and different clothing designs.

• Sales and Marketing Agent.
• Designer.