Sharon Hatego

Overall accountable for services delivered to designated Service Provider customers (specifically Safaricom PLC-Kenya, Vodacom Tanzania, Vodacom Mozambique, Vodafone Portugal and Vodafone Spain), ensuring quality service and operational performance within program and delivery standards. Developing client relationships, handling escalations, providing mentorship and leadership to the service delivery team members and collaborating with Sales to identify opportunities for new business.

Achievements

• Grew the annual services business revenue for the Safaricom from $1.8m to $2.5m over 3 years by aligning to the customers business needs and identifying new business opportunities.
• Strengthened engagement in customer accounts.
• Developed and executed services improvements to increase operational efficiency, address gaps and improve customer sentiment, evidenced by incremental improvement in Customer Satisfaction scores for 5 successive quarters (5% annual).
• Identified an opportunity to engage partners to support service delivery which enabled us to scale, execute faster and improve customer satisfaction.

Key Responsibilities: Profitable service delivery | Lead Generation|Presales| Team Leadership| Revenue Forecasting|Account Strategy|Customer Satisfaction|Stakeholder Management|Escalation Management| Program Management

Additional Responsibilities

• Cisco Green Team-EMEA Regional Lead and Kenya Chapter Lead-Green Team is an Employee Resource Organization in Cisco focused on the environment and sustainability.
• V2MOM FY21/22 Innovation and Sustainability Workstream Lead.
• V2MOM FY22/23 Profitable Growth Workstream Lead

Achievements

• Set up the Network Operations function (Network Operations Centre and Field Services Operations) in a record of 1.5 months for this technology start-up. I was responsible for hiring staff, identifying and setting up tools and processes to support business efficiently and at scale.
• Overall responsible for optimizing operations to deliver efficiency and maximum up-time on the Koko Network (an IOT based network delivering clean ethanol cooking fuel via intelligent custom built 'ATMs' referred to as Koko Points for the last mile).
• By leveraging on analytics I was responsible for continuous service improvement as well as defining the road map towards complete automation and digitization of network operations functions.
• By working closely with other operations functions, product management, commercial teams and product development teams I played a key role in enabling the release of product improvements on a regular cadence which had direct impact on sales and customer experience.
  
• Key responsibilities: Incident Management| Problem Management, Performance Management| Change Management| Asset Management| Continuous Service Improvement| Digitization, Cost Management| People Management (Leadership).
  

Achievements

• Improved Turn Around Time (TAT) from an average of 10 hours down to 1.5 hours.
  
• Successful steering of various projects including KCB Infrastructure migration.
  
• Improved service delivery and efficiencies in operations.
  
• Improved team development, motivation and morale through coaching, influence, changes in work structure and empowerment.
• Key responsibilities: Project Management|Continuous Process Improvement| Product Development Support|Team Management and Coaching| Work Planning|Ideation for Digital Transformation|Partner Management

Achievements

• Outstanding Achievement Award-reduction of the occurrence of Critical and Major incidents by 85%.
• Improved First-Time Right (Change Implementation Success Rate) from 30% to 80%.
• Technology-wide network resiliency program lead (Project Kifaru)
• 100% Human Champion and Trainer.
• Departmental Communication Champion.
  
• Key responsibilities: Incident Management| Network Maintenance| Operations Management| Change Management| Cost Management| Team Leadership| Vendor Management (Cisco, Huawei, Allot Communications)| Project Management and Implementation

Achievements

• Awarded Best Net Promoter Score
  
• Rated-Excellent Performer
  
• Key responsibilities: Customer Support | Fault Management| Project Implementation| Partner Management

Achievements

• Built an Internet Service Provider (ISP) from the ground up- technical infrastructure and operations (structure and processes) from scratch.
  
• Spearheaded the expansion of the network infrastructure to rural Gambia (the first private company to do so).
  
• Coached and trained the technical and business development teams.
  
• Project managed and implemented the West Africa Monetary Zone(WAMZ)-Central Bank of The Gambia, Payment System Project (Internet & MAN and Network Upgrade).
  
• Project managed and implemented the e-Government Data Centre and Disaster Recovery site for the Government of the Gambia, Ministry of Information and Communication Infrastructure.
  
• Spearheaded the organization's transformation through a business restructuring process.
• Pioneered and oversaw the company's first marketing strategy.
• Transformed the organizations operations to increase efficiency by integrating tools to automate processes-(CRM, Document Management System) and redefining functions.
• Designed the company's product portfolio and oversaw the entire product life-cycle.
• Key responsibilities: Strategic Planning| Network Management| Operations Management| Process Improvement| Project Management and Implementation| Partner and Vendor Management|Product Management| Business Development.

Achievements

• Supported the account management team in up-selling and closing major deals.

Key responsibilities: Customer Support| Pre-Sales Support| Network Integration| Network Maintenance

Achievements

• Integration of the Wide Area Networks for Nakumatt Ltd and Diamond Trust Bank Ltd.
  
• Key responsibilities: Network Support |Customer Support| Network Integration