Jackline E. Email & Phone Number

New York, Ny, Us

New Jersey, United States

Oversee the healthcare projects, ensuring timely and within-budget completion, stakeholder satisfaction, and improved patient outcomes through coordinated management of resources, stakeholder engagement, scheduling, budgeting, quality management, risk management, and communication.• Spearheaded the set Up of a Virtual Contact Center from inception• Identified and implemented cost-saving initiatives, reducing the project's financial burden on the healthcare organization. • Effectively manages project timelines, ensuring milestones are met and projects are completed on schedule. • Executing the data Protection Regulations, such as HIPAA, FDA, and state-specific regulations. • Providing financial planning and budgeting services to help manage resources and make informed decisions about funding and investments.•Leading the selection of the relevant systems for the Contact Center for WFM, Call Distribution, Quality Assurance among others.• Developed and executed a living knowledge base engine for the Contact Center•Established and implemented processes and procedures for the Contact Center

Entrusted with ensuring that projects aimed at end consumers are delivered effectively and efficiently.• Developed comprehensive project plans outlining scope, report developments, stakeholder engagements, project objectives, timelines, and resources management. • Conducted market research to understand consumer needs /preferences and developed training modules and extensive presentations• Collaborated with various teams (marketing, design, sales, customer service) to align project goals• Created and managed project budgets, ensuring that resources are allocated appropriately. • Monitor and evaluate expenditures and implement cost-saving measures when necessary• Identified potential risks and develop mitigation strategies to minimize impact on project timelines and outcomes• Developed and refined project management processes that enhance efficiency and reduce project delivery times•Utilized analytics to drive project strategies that result in measurable improvements, developing high level reports and presentations.

Kenya

Responsibilities encompass developing and implementing back office policies, managing staff performance, ensuring regulatory compliance, supporting other departments, liaising with external service providers, identifying and implementing process improvements, and efficiently managing budgets and resources.I effectively managed resources, maintained high levels of productivity, provided excellent customer service, fostered a positive and collaborative team environment,which overally contributed to the success and growth of the company. Second line escalation rate reduced from 5% to 3%. The number of aged Service Requests moved from the high of 100 per month to 15 monthlyTeam productivity moved from 24% to 54% per support analyst

Usa

Kenya

Guided the strategic planning and operations of Safaricom's 24/7 Contact Center with 1000 staff, overseeing all recruitment, development and performance management processes, improve productivity and customer service while maintaining compliance levels. P&L and budgetary responsibility including vendor management, strategic partnership development and managing company-level alliances. Oversaw health and safety as well as business process improvements.⇨ Heightened customer service efficiency by 23% by leading AI & Machine Learning innovations such as Abby Bot and instituting peer-to-peer knowledge sharing. ⇨ Increased talent availability by developing an innovative work-study program, Liquid Workforce, now being scaled nationally.⇨ Currently managing the ‘Best Customer Service Centre’ with the highest team engagement and NPS scores.

Nairobi, Kenya

As a customer success Project Manager, I was charged with increasing revenue and profitability in one of Safaricom's largest shops nationally with full oversight over the Strategic Business Plan, budgets, inventory, financial and operational performance. I led the hiring and development of 50 staff members and managed in-store merchandising and customer service in compliance with regulatory and corporate policies.⇨ Consistently awarded for the fastest growing & most profitable operations nationally, scoring 100% on operational excellence.⇨ Achieved the highest NPS scores by innovating and piloting the Safaricom Model Retail Shop, now adopted company-wide, analyzing traffic & creating targeted experiential zones.

Kenya

Was responsible for the holistic day to day experience of customer , ensuring they have network accessibility for voice , data and sms in their various communities. This was measured through Customer Delight Indexx (CDI). I received alot of accolades from the customers i served.Revenue generation through the sales of data gadgets which saw me be awarded quartely by the Head of the department .During my tenure as the customer experience executive, I received various awards during the company annual staff awards- double the B award, Hongera award and many others

My role was to guide business development, in this capacity, I cross-functionally led a team of 400 staff in 7 retail shops, catalyzing sales through B2B and consumer campaigns to increase revenue, profitability and NPS scores. I mapped consumer needs, revitalized the product range strategy and restructured sales teams.⇨ Delivered a 5-year CAGR of 45% in revenue using product-specific go-to-market strategies & compelling marketing campaigns. ⇨ Rapidly increased sales productivity by 39%, restructuring teams, building efficient route plans & innovative incentive plans.

Master Of Arts - Ma, Project Planning And Management

Activities and Societies: County ICT, PPM, Community Development team, Pamoja Projects County ICT project involvements

Business Entrepreneurship Skills

Decision Making For Environmentally Sustainable Supply Chains

Bachelor Of Education - Bed, English Literature - Hons

Data Science For Business, Data Processing