About
Highly accomplished Operations Leader and Tech Enthusiast with over a decade of progressive experience in ICT, data analysis, and project management. Proven ability to drive operational efficiency, enhance customer satisfaction, and lead strategic initiatives, leveraging analytical skills for informed decision-making and business growth. Adept at transforming complex challenges into streamlined processes and delivering exceptional results across diverse sectors.
Work
Parliamentary Service Commission, Kimilili Constituency
|Constituency Office Manager
Kimilili, Bungoma County, Kenya
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Summary
Led comprehensive office operations and strategic financial management for the Kimilili Constituency, ensuring regulatory compliance and enhancing administrative efficiency.
Highlights
Directed daily administrative operations, coordinating schedules and managing correspondence to ensure seamless office functionality and compliance with statutory regulations.
Managed office expenditures across multiple categories, ensuring strict adherence to allocated budgets and maintaining detailed financial records for audits.
Prepared and justified new budget proposals and adjustments, optimizing resource allocation to meet evolving operational needs effectively.
Ensured stringent compliance with legislative and financial regulations through accurate expenditure reporting and confidential data management, promoting transparency and accountability.
Proactively identified and mitigated potential risks in office operations and projects, implementing effective strategies to safeguard operational efficiency.
Glovo App (K) Ltd
|Operations Specialist, Supply Growth
Nairobi, Nairobi, Kenya
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Summary
Drove supply growth operations, optimizing courier management and implementing process enhancements to significantly boost efficiency and customer satisfaction.
Highlights
Managed end-to-end recruitment, training, and onboarding for couriers, optimizing processes that increased operational efficiency by 60%.
Elevated customer satisfaction by 25% through strategic cross-functional projects and effective conflict resolution initiatives.
Improved team productivity by 20% and reduced operational errors by 25% through targeted process enhancements and system improvements.
Little Limited
|Operations Specialist Growth
Nairobi, Nairobi, Kenya
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Summary
Spearheaded operational efficiency initiatives and contributed to strategic planning through data-driven insights and continuous improvement projects.
Highlights
Developed and implemented new operational processes, enhancing overall departmental efficiency and streamlining workflows.
Contributed significantly to continuous improvement projects, providing training to team members and resolving complex customer issues to enhance service delivery.
Generated and disseminated analytical reports using various tools, providing key insights that informed strategic planning and business development decisions.
CCS (K) Ltd
|Technical Marketing Executive (Telecommunication)
Nairobi, Nairobi, Kenya
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Summary
Executed technical marketing strategies and managed ICT system deployments, driving business growth through client engagement and precise technical solutions.
Highlights
Translated complex technical requirements for telecommunications solutions into clear documentation, directly supporting business growth initiatives.
Managed the end-to-end deployment, configuration, and ongoing maintenance of diverse ICT systems and databases, ensuring alignment with client specifications.
Represented the company in critical client engagements, effectively demonstrating technical capabilities and fostering new business development opportunities.
ICT Authority of Kenya
|Presidential Digital Talent Management Trainee
Nairobi, Nairobi, Kenya
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Summary
Applied ICT expertise to streamline government operations, enhance digital systems, and support critical data management initiatives.
Highlights
Provided critical ICT expertise to streamline government operations, notably by assisting in the implementation of the SYSPRO System for enhanced financial and procurement management.
Contributed to the development and support of scholarship management systems, including user input, rigorous testing, and conducting installations and updates for senior staff.
Supported comprehensive website development and robust database management efforts, contributing to the organization's technological advancement and ensuring high data accuracy.
Multichoice Africa
|Customer Service Representative
Nairobi, Nairobi, Kenya
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Summary
Provided direct customer support, resolving complex issues and enhancing service efficiency, leading to a promotion to System Super User.
Highlights
Resolved a high volume of complex customer complaints related to GOtv and Dstv viewing and billing, achieving high precision and effectiveness in resolutions.
Systematically escalated unresolved customer issues to senior officers, preparing detailed reports to ensure timely resolution and improve service recovery.
Significantly increased overall customer support efficiency, leading to a promotion to System Super User due to demonstrated expertise and performance.
Micas Limited
|ICT/Business Administrator
Nairobi, Nairobi, Kenya
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Summary
Administered ICT systems and provided technical support, ensuring operational continuity and efficient resolution of hardware, software, and network issues.
Highlights
Led comprehensive technical support for critical safety and training programs, ensuring uninterrupted system functionality.
Managed robust network and server operations, including routine data backups, software licensing, and timely security updates to maintain system integrity.
Provided expert ICT Help Desk support, efficiently resolving hardware, software, and network issues for diverse users.
Ministry of Higher Education, Science and Technology
|ICT Intern
Nairobi, Nairobi, Kenya
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Summary
Gained foundational experience in IT support and network administration, ensuring system functionality and providing essential technical assistance for office operations.
Highlights
Managed core network and server operations, including implementing data backup protocols and essential security measures.
Provided primary IT support to office users, efficiently troubleshooting technical issues and managing centralized file resources.
Contributed hardware and IT service management expertise, ensuring the continuous operation and reliability of essential office systems.
Education
Kenya Methodist University
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Bachelor of Science
Business Information Technology
Grade: GPA: 3.2/4.0 (Second Class Honors, Upper Division)
Languages
English
Kiswahili
Luhya
Certificates
Mastery Award in Security Intelligence Analyst
Issued By
IBM
Certificate in Google Digital Skills
Issued By
eMobilis Mobile Technology Institute (Google)
Certificate in Peer Counselling
Issued By
Kenya Methodist University
Skills
Data Analysis
Analytical Skills, Strategic Planning, Reporting, Decision-Making.
Operations Management
Operational Excellence, Process Optimization, Efficiency Improvement, Administrative Management, Supply Chain Management.
Project Management
Project Delivery, Cross-functional Collaboration, Risk Mitigation.
IT Service Delivery
Technical Proficiency, ICT Systems Management, Database Management, Network Operations, Help Desk Support, Software Licensing, Security Updates.
Customer Support
Customer Satisfaction, Conflict Resolution, Issue Escalation, Problem-Solving, Product Knowledge.
Financial Management
Budgeting, Financial Oversight, Expenditure Reporting, Compliance, Audits.
Digital Marketing
Performance Marketing, Google Digital Skills, Client Engagement, Business Development.
Systems Administration
SYSPRO System, Microsoft Office, Slack, System Implementation, User Support.
Documentation & Reporting
Report Writing, Technical Documentation, Data Accuracy.
References
Hon. Didmus Wekesa Barasa, MP
Phone: 0711288851, Email: didmus.barasa@gmail.com
Eugene Simiyu
Phone: 0713917799, Email: eusine.s@gmail.com
Brendon Njoroge
Phone: 0712921281, Email: njorogebrendo@gmail.com