Samuel Ng'ang'a
Nairobi
Summary
I am a Dynamic and qualified professional seeking to leverage over 7 years of work experience in customer operations, business development, and relationship management to deliver greater value within a new team, project, or organization. I have experience in business administration and communication, sales and business development, customer service, and feedback management. Administratively, I am a creative and strategic team player of high integrity. A well-adaptable and motivated graduate with skills in IT and a methodical approach towards Customer Operations and Experience. Business Development and Account Management. I am guided by a strong drive to dedicate my Champion skills not only as a Team Lead but also as a team player with great people skills and a prime focus to see set goals and see them through to completion.
7+ years of experience in the Customer services industry. Extensive knowledge in Customer service, logistics, IT, and Project management. Proven ability to build and manage highly successful teams. Business skills - Product Launch and Management, Establish Plans, Implement Processes, Manage Execution, Foster Communications, Build Relationships. Leadership skills - Problem solver, I'm a strategic thinker with proven analytic skills, drive, efficiency, and team building. Effective communicator, focused, detail-oriented, proven organizational skills, analytical and innovative.
Overview
16
16
years of professional experience
Work History
Field Sales and New cities Expansion
Uber Kenya Ltd
Nakuru, Kisumu, Naivasha, Mombasa
04.2022 - 12.2023
- Evaluate the potential demand for Uber ride-hailing services in the target city, including population size, demographics, and transportation needs
- Study existing competitors' market share, strengths, and weaknesses to identify opportunities and threats
- Understand local regulations, licensing requirements, and compliance obligations for ride-hailing services
- Launch targeted campaigns to attract local drivers, offering incentives and competitive rates
- Driver awareness on Uber in the new cities with onboarding, street slanging, and marketing to acquire new driver+ riders
- Post new driver support and training on the Uber Platform and how to navigate the application
- City branding campaigns inclusive of cars, stickers, banners, flyers, and rider promo push.
Client Engagement Officer
Uber Kenya Limited
05.2017 - 04.2022
- Managing the onboarding of new partners up to the first day of going online
- Compliance enforcement to ensure that drivers and vehicles were compliant with the law and company policies
- Training drivers on various issues including using the Uber application, delivery of services, and guidelines on operating with Uber
- Leading a research project on the upheaval of the vehicle supply and migrating vehicles to appropriate products which led to a significant improvement in driver economics
- Providing virtual support leveraging technology to ensure that we remained customer-obsessed despite challenges such as the COVID-19 pandemic, driver strikes and unforeseen disruptions caused by incidents such as the Dusit terror attack
- Preparing and providing reports for the business based on the feedback on the ground from drivers
- This helped improve the product offerings and improve overall driver sentiment
- Resolve escalated customer issues
- Promote the use of all center communication tools
- Using a computerized system to update account details
- Adhere to the Data Protection policy concerning the confidentiality of customer details
- Provide peer support to other Customer Service Representatives to improve overall team performance.
Assistant project manager
Nanatech Limited Company
02.2015 - 04.2016
- Maintain the organization's intranet, ensuring it meets the communication and collaboration needs of employees
- Intergrade company information as and when needed
- Training staff of the utilization of the new communication system
- Create report on usage, Bugs, resolutions and steps on handling similar issues
- (FAQ)
- Software and hardware installation to maintain smooth transition to new systems and work with in house IT group to maintain a working Intranet.
Executive Assistant to Managing Director/IT and LAN management
Malch Construction, Civil & Public Works
09.2011 - 04.2014
- Ensuring smooth running of the office and troubleshooting if any problem occurred
- Screening phone calls, requests, and inquiries
- Preparing proposals letters and emails
- Managing the Director's electronic diary of events
- Compose and generate correspondence about company operations
- Preparing documents for meetings
- Typing documents and data entry as required
- Assisting in general office administration
- Undertaking other duties as directed by the Managing Director
- Planning, managing, and scheduling meetings, appointments, travel arrangements and accommodation
- Layout and architecture of the LAN, ensuring optimal performance, security, and scalability
- Install routers, switches, access points, servers, and other network hardware components
- Install and configure necessary software, including network management tools, firewalls, and antivirus programs.
Customer Service Representative
Standard Investment Bank
05.2008 - 11.2011
- Responding to customers queries about the stock market and other information regarding the company's operations
- Maintain customer experience levels within the quality standards stipulated
- Handle customer inquiries, complaints, billing questions, and payment extension/service requests
- Calm angry callers, and repair trust
- Placing purchase and sale orders into the system
- Safaricom and CO-OP bank IPO processing
- Filling in forms
- Batching forms
- Issuing out of refund cheques
- Ensuring that the customer service department operates efficiently and effectively to the satisfaction of both the customers and management of the company
- Liaising through written and telephone correspondence with the Central Depository System Corporation and various company registrars
- Patiently listens and responds to customer queries.
Education
Kenya Certificate of Secondary Education -
Njoro Boys High School
01.2007
Diploma in Business in Information Systems -
Kenya Methodist University
Bachelor of Business in Information Systems -
Kenya Methodist University
Skills
- Excellent hands-on management & communications skills
- Ability to communicate and present confidently, clearly, and expressively
- Ability to think laterally to create options and solutions
- Skilled negotiator, with proven experience in a commercial environment
- Possessing personality, energy & charisma to inspire, lead and develop staff
- Excellent Analytical skills
- Pipeline Management
- Sales strategy development
- Territory Management
- Employee Onboarding
- Sales Team Development
- CRM proficiency
Accomplishments
- Handles events and training planning in the organizations
- Participated in product campaigns to ensure product information, marketing activation/intelligence, and collection of new funds
- Successfully registered and rolled out key products e.g. Uber Flex in Mombasa
- Maintain excellent driver relations
- Installation of the Sanlam Insurance Intranet
Roles
- Executive Assistant
- Customer experience
- IT assistant special project
- Client Engagement
- Expansion manager and new driver acquisitions
Languages
- English
- Swahili
References
- Idah Wamuhu, Standard Investment Bank, Customer relationship manager and Financial Advisor, +254 705202702, Inganga@sib.co.ke
- Robert Muthumbi, Nanatech Limited Company, Managing Director, +254 725596227, Rnjoroge@nanatec.co.ke
- Patrick Mungai, Uber Kenya Limited, Customer Experience and Head of City expansion, +254 729077882, Pmunga@ext.uber.com
Timeline
Field Sales and New cities Expansion
Uber Kenya Ltd
04.2022 - 12.2023
Client Engagement Officer
Uber Kenya Limited
05.2017 - 04.2022
Assistant project manager
Nanatech Limited Company
02.2015 - 04.2016
Executive Assistant to Managing Director/IT and LAN management
Malch Construction, Civil & Public Works
09.2011 - 04.2014
Customer Service Representative
Standard Investment Bank
05.2008 - 11.2011
Kenya Certificate of Secondary Education -
Njoro Boys High School
Diploma in Business in Information Systems -
Kenya Methodist University
Bachelor of Business in Information Systems -
Kenya Methodist University
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