As the General Manager - Operations at CloudHop Ltd, I lead and oversee the company’s operations, providing clear vision and direction. My role involves managing multiple teams to drive maximum productivity and ensuring the growth of our client portfolio.Key responsibilities include:- Maximizing sales and margin contributions by working closely with the CEO and executive team to develop strategies that promote growth and profitability.- Managing the company's renewals portfolio, where I have achieved an impressive 80% success rate in client renewals, contributing significantly to our revenue stability.- Providing HR and general administrative support to our employees and the CEO. This involves ensuring the smooth running of the office and day-to-day operations, managing the hiring process, and overseeing employee training and development programs.I am dedicated to creating a positive and productive work environment that supports our team members and drives the success of CloudHop Ltd. By fostering a culture of excellence and collaboration, I aim to propel our company forward and achieve sustained growth.

As a Business Manager - Sales and Operations at CloudHop, I am responsible for providing administrative leadership, planning, direction, and management to the organization. My role involves managing the customer portfolio, developing a positive customer experience, and fostering relationships that enhance brand loyalty. Additionally, I provide both HR and general administrative support to employees, ensuring the smooth running of the office and day-to-day operations.In December 2019, I was involved in implementing a new CRM system within the organization as part of the change management team. We prepared, trained, and engaged users at all levels, established the necessary steps for change, and ensured that during implementation, there was minimum disruption.Accountable for managing the renewal's portfolio worth $1,000,000, I was solely responsible for creating a renewals process within the organization and training both sales and renewals teams. During this process, I identified procedural errors and implemented changes that resulted in a significant decrease in loss of revenue, SLA violations, and procedural errors.Managing a client base of over 1000 accounts in Africa, I identified growth opportunities in collaboration with the sales team to transform potential growth in sales and subsequent renewals. This led to a 20% growth in revenue within a period of two years (Jan 2019- Dec 2020).Moreover, I created policies that optimized the customer experience and increased customer satisfaction levels by 80% in two years through customer surveys via email. I received feedback from a number of clients and the CEO for being an excellent relationship manager.My experience in sales and operations management has equipped me with the necessary skills to manage and lead teams, implement effective policies and procedures, and deliver outstanding results. I am excited to continue my journey at CloudHop, contributing to the organization's growth and success.

I am an experienced Office Administrator with a track record of coordinating overall company administrative functions to achieve high productivity levels. My primary responsibility is to ensure that all office administrative functions within CloudHop are efficiently coordinated.One of my key accomplishments in my previous role was sourcing the first health insurance scheme for employees in 2018. I negotiated with different vendors to ensure the pricing was reasonable while providing comprehensive cover that catered to our needs. I also regularly reviewed and assessed company policies to ensure they were up-to-date with current trends. I was able to convince management to provide a bonus to staff in the form of shopping vouchers worth Kes 10,000, in addition to the end-of-year party.I updated and maintained CloudHop’s document management system and created a hard copy filing system from scratch. I was part of the team facilitating the successful end-of-year customer appreciation event at Nyama mama in December 2018.As an Office Administrator, I am skilled in multitasking, communication, and problem-solving. I am adept at handling administrative tasks such as scheduling, data entry, and document preparation. I also possess excellent customer service skills and can maintain a positive and professional demeanor.If you are looking for an experienced and reliable Office Administrator who can efficiently coordinate all office administrative functions, I am confident that I would be an excellent fit for your organization.

Responsible for overseeing sales activities, supervising sales coordinators, providing capacity building to the sales team, and generating reports. Key Accomplishments:• Responsible for creating the sales coordinator department with a headcount of 4 employees, 3 of whom were reporting to me. I was tasked with reviewing applications, interviewing, training, development, and hiring. Subsequent tasks included supervising and monitoring the performance of sales coordinators. • Involved in implementing Keap formerly known as Infusion soft which is an email marketing and sales platform. We used this to optimize our customer lifecycle, improve our relationship management and create and automate marketing shots. • Managed leads that came in through email and phone from Dubai, Qatar, and Kenya office. These leads were taken through a process by identifying their specific needs, documenting them in the Lead Management system, and allocating the lead to a specific Relationship Manager who would be responsible for contacting them and closing the sale. • Generate weekly, monthly and quarterly reports for the Business Development analyst. These reports were key in determining if there was any traction in our marketing campaigns and ads. In addition to that, these reports would act as a guide in ascertaining the success and or failure of our lead generation activities.

Responsible for providing admin support to sales consultants and the Business Development analyst as well as coordinating with all the other departments across the organization and external stakeholders on behalf of the Sales department. Key Accomplishments:• Receive incoming sales inquiries and process this by conducting a client fact-find to determine specific needs whilst still ensuring that we portray a professional and courteous first impression to new potential clients.• Participated in Outbound client engagement projects that included but were not limited to phone surveys, promotions, and announcements• Gained a comprehensive understanding of the insurance industry and practices in the business community in the UAE and Kenya. I went on to attain a Certificate in Proficiency from the College of Insurance in the year in the year 2014 with a distinction in Fundamentals of Insurance. I also undertook a certificate course in Bupa International as a foundation certified distributor in March 2014.

Responsibilities include:-1. Reading, monitoring and responding to the director's email2. Answering calls and handling queries3. Preparing correspondence on the director's behalf4. Commissioning work on the director's behalf5. Liaising with staff, clients 6. Managing the director's electronic diary7. Booking meetings8. Organizing travel and preparing complex travel itineraries9. Writing minutes and taking dictation10. Planning, organizing and managing events11. Conducting research on the internet12. Managing and reviewing filing and office systems

Responsibilities include:-1. Greeting visitors and directing them to correct service/ sales consultants or department.2. Managing the switchboard and taking messages ensuring that messages and calls get through to the correct or relevant person.3. Typing of letters and minutes, data entry, filling and keeping of records.4. Travel and Hotel booking for company clients and executives.5. Handling customer queries and escalating those that cannot be resolved face to face and by so doing, creating a relationship between front office and clients

1. Taking and screening calls that come to the director.2. Keeping track of correspondence.3. Arranging meetings and taking care of meeting cancellations.4. Providing secretarial support to the director and tactfully organizing diary.5. Organize travel arrangements both locally and internationally.6. Administrative functions e.g. filling, and doing background research for clients and Eurafrica.7. In absence of the office manager, facilitate smooth running of the office.

1. Selling holiday and travel products to customers2. Meeting sales targets as set out by the Hotel manager3. Managing customer itineraries4. Handling customer orders and payments5. Liaising with tour operators and other key partners such as hotels regarding bookings and schedules6. Undertaking general administration duties7. Advising clients about passports, vaccinations, visas, foreign currency, travel insurance, car parking, car hire abroad and excursions in resorts8. Dealing with customer complaints and queries9. Organising and managing events in Maralal