Millicent Chebet Email & Phone Number

Nairobi County, Kenya

Nairobi County, Kenya

Hired to lead the strategic evolution of Kidogo’s program initiatives, orchestrating comprehensive plans for impact, scale, growth and operational sustainability.My focus now extends to fostering collaboration internally, externally, and internationally ensuring a robust framework for Kidogo’s continued success.

Nairobi County, Kenya

Passionate about driving impact, fostering collaboration, and achieving sustainable growth, I led the design, development, and implementation of internal programs that drive Kidogo's success. Key areas of expertise included:- Health, Nutrition, and WaSH Initiatives- Training & Capacity Building- Franchising - Recruitment, Onboarding & Relationship.

Nairobi County, Kenya

• As the Head of Customer Experience at the robust operations at Sendy, I was at the fulcrum of the customer and the different business units. I represented the voice of the customer by ensuring Sendy built products and.
• Scaled customer support across 4 countries - Kenya, Uganda, Nigeria and Côte d'Ivoire in record timelines of 7 days.
• Attained 65 NPS score across 5 different business verticals
• Managed over 20 agents across Africa and attained 88% CSAT score

Nairobi County, Kenya

• I joined SafeBoda before launch and was part of the founding team on ground carrying out research, analysis, product-fit matches and successfully set up SafeBoda to the success it enjoyed for the almost 3 years in the.
• Founded SafeBoda Kenya from inception to scale up from 0 users to over 300,000 users
• Grew usage numbers from 0 to over 20,000 rides per day across different verticals - Rides, Send, Food and Shop
• Set up all support and success systems and processes to support over 300,000 customers, 5000 partners and 800 vendors
• Mapped out user journeys for 5 different business verticals and close-the-loop strategies that saw increased new user retention from 8% to 25% per cohort week on week
• Build and onboarded B2B partnerships from less than 20 businesses to over 200 in 3 months and achieved over 85% retention rate month on month on B2B businesses with 90% happiness score

Nairobi County, Kenya

• After a successful stint as the Quality Assurance Specialist, I was promoted to the Customer Experience Manager - the Lead stakeholder interface, including Government and INTEL, where I supported over 7,000 primary.
• Managed teams of over 30 associates
• Supported over 7,000 primary schools with digital equipment
• Tele trained over 300 teachers on digital device usage
• Created all processes and systems to facilitate support and track issues of over 20,000 devices in primary schools
• Created outsourced sales sections that grew company revenues by over 300k per month

Nairobi County, Kenya

• My role as the Quality Analyst was to map out the entire call center in alignment with quality standards set. This role birthed my entree into customer experience management which led on to me taking greater.
• Achieve 90% Quality Assurance Call Centre Measure.
• Create and implement quality measures and processes
• Coach & train over 20 agents
• Manage, maintain and distribute tele sales outbound call strategies
• Research and establish best practices and implemented these organization-wide for continuous improvement.

Kenya

• This role served as my entry point into the world of Customer Experience and success - a role I derive a lot of fulfilment from. My role included handling over 500 calls, resolving customer issues, processing refunds.
• Trained, onboarded and supported over 50 merchants who worked with Jambopay.
• Ran a very successful activation across Nairobi that that garnered over Ksh 3M revenue in a day.