SHEILA KWAMBOKA

• Enhanced client satisfaction ratings by resolving difficult customer issues through completion.
• Worked with 80 customers in Somaliland to understand needs and provide excellent service.
• Actively listened to customers, handled concerns quickly and escalated major issues to the Project Lead.
• Identified issues, analyzed information and provided solutions to problems.
• Conducted research, gathered information from multiple sources and presented results to the steering committee.
• Actively listened to customers' requests, confirming full understanding before addressing concerns.
• Exceeded goals through effective task prioritization and great work ethic.
• Applied efficient research methodologies to effectively gather user feedback of website usage remotely.

• Developed critical implementation methodologies to rein in project costs while meeting key milestones.
• Provided accurate, detailed quantity take-offs from project drawings and technical specifications.
• Developed executive presentations and reports to facilitate project evaluation and process improvement.
• Managed all phases of $239,000 project from procurement to commission.
• Provided management for 8+ internal personnel, contractors and vendors.
• Modified and directed project plans to meet organizational needs.
• Identified, reviewed and applied policies and procedures by exercising informed judgment to achieve optimal performance.
• Reduced expenditures by effectively negotiating vendor and service contracts to drive savings.

• Worked with local and international organisations across Africa to design new products, services and consumer experiences that address a variety of socioeconomic & poverty related challenges.

• Uncovered and articulated deep insights; gathering requirements from clients and their customers & helped clients to identify and develop new growth options.

• Supported team (and client) through the analysis and synthesis process and distill down to the most important insights

• Designed new products, services, and consumer experiences that differentiated my clients from their competition & ensuring the new offerings and ventures are created with an eye towards concrete plans for scale.

• Guided clients through the implementation process and steward solutions to market by developing strategies, timelines, business and financial models that appropriately reflect our partners’ organisational constraints and aspirations, while balancing the needs of the end-user.

• Designed and monitored project delivery; Tracking milestones and deliverables against project plan, assuring the quality of project deliverables.

• Drove operational improvements which resulted in savings and improved profit margins.

• Coordinated design meetings and decision making across 12 cross functional departments and teams.
• Monitored timelines and flagged and highlighted potential issues to relevant decision-making bodies.
• Developed executive presentations & reports to facilitate project evaluative and process improvement.
• Leveraged on-site observation and personal interviews to identify team and individual strengths.
• Helped leaders understand how to effectively manage product rollout, sales representatives and product monitoring and evaluation practices.
• Conducted research and investigations into product/service uptake, turnover rate and product relevance in Safaricom's SME Voice/Data Business Portfolio.
• Produced detailed and relevant reports for use in making business decisions.
• Served customers in a friendly, efficient manner following outlined steps of service.