Wright Sowa
Strategy Customer Operations & Project Manager
Nairobi
Summary
A versatile and prolific professional with a unique skill-set comprising a deep understanding of operational best practices and dedication to bettering customer experience with reliable product education, timely assistance, helpful feedback, and respectful conflict management response. An accomplished communicator who understands the value of listening, thoughtful responses, and objectivity with a proven ability to design and implement solutions that are beneficial for both customer and company. Enthusiastic and personable individual who enjoys working with people and building long-lasting relationships and product loyalty. Passionate about creating organizational success and bettering brand reputation through serving customers in a truly memorable way. An astute leader with strong organizational skills coupled with the ability to multitask to ensure deadlines are met and customers are treated in line with required policies and procedures. Holds 6+ years of experience in the domain of personal finance, insurance, travel, e-commerce, and technology.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Live Operations Lead
Swvl
Nairobi
05.2021 - Current
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Led projects and analyzed data to identify opportunities for improvement.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Collaborated with team members to achieve target results.
- Managed daily operations of the business across categories and pushed booking fulfillment rate from 93% to 99.5%.
- Reduced backup cost as a percentage of COGs from 15.55% to 3.92% and Backup cost as a percentage of GMV from 26.06% to 7.44%.
- Introduced dynamic backup placement and provided real-time advisory to the categories on what to implement to improve efficiency and fulfill customer promise.
- Introduced Vehicle Inspection to ensure we have quality buses on the road and reduce breakdowns.
- Developed and implemented standardized best practices for measuring company progress and built processes to improve core ops metrics.
- Liaised with the central ops team to deploy best practices to suit the Kenyan market.
Country Operations Strategy Lead
Little Limited
Nairobi
09.2020 - 04.2021
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed and maintained courteous and effective working relationships.
- Drove operational improvements which resulted in savings and improved profit margins.
- Identified issues, analyzed information and provided solutions to problems.
- Managed the operations team to ensure growth in new supply across cities and launched the Economy (Low Cost) Category to attract more customers.
- Bolstered operational efficiency and oversaw customer safety by driving improvements in Driver quality as per the company policy.
- Grew two-wheeler rides from 850 to 1900 a week thereby increasing company revenue.
- Ensured team efficiency and compliance with company guidelines by monitoring and reporting the implementation of operational best practices.
- Provided an in-depth analysis of city supply needs to ensure adequate city coverage, enhance client and driver campaign engagement, reduce churn and improve customer loyalty.
- Collaborated with the Expansion Manager to set and review product pricing while supporting the growth of all products in the other departments.
- Established and managed lucrative relationships with external stakeholders thereby improving the overall effectiveness of personnel and activities.
Customer Support Lead Specialist
Uber Kenya
Nairobi
04.2019 - 07.2020
- Most proud of spearheading the development of the Next of Kin Project while working closely with the executive management
- Applied excellent interpersonal skills in working with the Driver and Courier Operations team to improve the support processes
- Examined existing processes and recommended the necessary improvements from time to time to aid the achievement of company goals
- Championed the timely resolution of any courier payment issues thereby ensuring seamless operations
- Leveraged superb coaching/facilitation skills to train couriers on delivering exceptional customer service
- Tasked as the Lead Administrator of the Online Support channel - Zendesk.
- Resolved problems, improved operations and provided exceptional service.
- Collaborated with team members to achieve target results.
Key Account Manager
Uber
Nairobi
02.2019 - 06.2019
- Built-up supply for low-cost products in Nairobi thereby increasing supply by 57%
- Championed Uber Heroes program
- Developed lasting rapport and relations with individuals, organizations, and businesses to build the supply of partner-drivers
- Developed a deep understanding of the needs of partner-drivers, and worked on incentivizing the drivers through strategic partnerships
- Developed incentive models for the cost centers, solved issues that came up and kept them motivated.
- Analyzed key competitors to respond to competitive threats.
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
- Negotiated and maintained cost-effective contract pricing structures with vendors to produce positive return on investment.
Product Specialist
Uber Eats
Nairobi
04.2018 - 03.2019
- Drove the successful launch of UberEats in Nairobi and spearheaded marketing efforts to create awareness among the target group
- Worked collaboratively with the management and key stakeholders to create the courier training deck
- Facilitated the onboarding of driver-partners and guided them on all the tools they needed to be successful on the Uber platform
- Championed branding processes for the Uber brand & motivated driver-partners to deliver set targets
- Researched and spearheaded the localization of operations to suit the Kenyan market
- Assisted in the coordination of events and promotions as needed (occasionally off-site, during off-hours or weekends).
- Researched product's technical specifications and accurately communicated information.
- Continually expanded knowledge of Uber Eats product line.
Jumia Campaign Team Lead
Call Center International
Nairobi
10.2017 - 03.2018
- Championed the successful launch of the Jumia Campaign Call Center
- Improved NPS from 27% to 88% and CSAT from 56% to 90%
- Trained and managed new agents and monitored productivity to establish efficient workflow processes
- Maintained and improved quality results by adhering to standards and guidelines and recommending improved procedures
- Accomplished sales and organization mission by completing tasks and overseeing team operations.
Personal Financial Advisor
UAP Old Mutual
Nairobi
06.2015 - 12.2015
- Advised clients on portfolio allocation and various investment types.
- Analyzed clients' financial situations to offer products to improve standard of living.
- Examined clients' overall financial situation by reviewing income, assets, debts, expenses and credit reports.
- Monitored clients' accounts to determine changes to improve performance or accommodate life changes.
- Initiated customer relationships through prospecting, lead utilization, local market and community involvement.
Education
Bachelor of Science - Actuarial Science
South Eastern Kenya University
Kenya 01.2012 - 03.2016
Skills
Operations leadership
Leading program operations
Operations monitoring
Critical Thinking
MS Office
Decision-Making
Advanced problem solving
Project planning and development
Business process re-engineering
Change Control Processes
Project Management
Strategic planning
Startups and turnarounds background
Data Analysis
Data Interpretation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Where you stumble and fall, there you discover the gold.
Joseph Campbell
Timeline
Live Operations Lead
Swvl
05.2021 - Current
Country Operations Strategy Lead
Little Limited
09.2020 - 04.2021
Customer Support Lead Specialist
Uber Kenya
04.2019 - 07.2020
Key Account Manager
Uber
02.2019 - 06.2019
Product Specialist
Uber Eats
04.2018 - 03.2019
Jumia Campaign Team Lead
Call Center International
10.2017 - 03.2018
Personal Financial Advisor
UAP Old Mutual
06.2015 - 12.2015
Bachelor of Science - Actuarial Science
South Eastern Kenya University
01.2012 - 03.2016