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 Management- Center Enhancements through RenovationIn addition, I also led externally driven projects in collaboration with renowned entities such as KKCF, UNICEF, Maziwa, and World Reader, complementing our internal programs.Responsibilities:- Program and Project Development for seamless implementation and budget adherence.- Team Management to achieve organizational KPIs and enhance productivity.- Comprehensive Training to elevate staff skills and foster network development.- Cross-functional Collaboration to ensure streamlined program development.- Customer Feedback Analysis to address concerns and enhance satisfaction.- Team Building through effective communication and shared decision-making.- Grant Research and Writing to secure funding for impactful initiatives.- Community Engagement via workshops to promote services and programs.- Stakeholder Communication with government, funding partners, and support entities.Notable Achievements:- Achieved remarkable 100% sales growth within 6 months, doubling revenue for daycare owners and end users.- Successfully executed expansion plans, scaling Kidogo from 4 to 8 regions.- Oversaw end-to-end implementation and reporting of prestigious third-party projects.- Established streamlined operational processes, aligning Kidogo's calendar with national events.

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 services that were sustainable, scalable and represented the inherent needs of users with a robust team of over 20 agents across 4 countries.Notable achievements included:• 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 Kenyan market.My key achievements:• 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• Attained 90% order completion rate for food & shop orders and grew new food and shop users by 12% weekly• Set up, hired and managed over 35 agents to achieve 85% Customer Satisfaction Score (CSAT) consistently for over 6 months and NPS score of 50+ across different users• Achieved 95% issue resolution rate and over 90% service level across all channels of interactions with SafeBoda• Worked on voice of customers surveys and saw 60% of product redesigned to improve user experience.• Had Customer Support excellence voted as number one value-add by users.

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 schools through training over 300 teachers on digital device usage with a vibrant team of over 30 associates.My Key Achievements at Go-Ip included:• 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• Achieved 90% issue resolution rate on device issues raised by public and private primary schools.

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 responsibilities and roles further up. My achievements were no mean feat as I managed to:• 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 and credit in a bid to achieve customer satisfaction.My main achievements:• 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.