“Do the right thing always. I believe every challenge has a solution – resilience is the key factor.”💼 With over 12 years of experience in Customer Experience and Operations Leadership, I bring a strong commitment to excellence and problem-solving to every role. My expertise spans front-line customer support, team mentoring and training, and operations management. I have a proven track record of driving operational efficiencies, scaling supply and demand, and enhancing customer satisfaction through innovative strategies and continuous improvement.🎯 Currently, as Senior Customer Experience Lead at Uber BV, I mentor and train customer support agents to elevate performance metrics, manage complex customer issues, and advocate for feedback-driven improvements. I also collaborate across teams to streamline processes and manage large-scale onboarding initiatives, ensuring customer and partner satisfaction.Key Strengths Include:Customer Support Management: Expertise in delivering high-quality, front-line customer service while training and mentoring agents to consistently exceed satisfaction targets.Project Coordination & Event Management: Skilled in coordinating cross-departmental projects and managing events across East Africa, contributing to Uber's expansion and success.Operational Efficiency: Proven ability to optimize processes, streamline inventory and facility management, and ensure seamless office operations.Stakeholder Engagement: Effective in managing relationships with key stakeholders and partners, driving recruitment, retention, and business growth.💡 Proud Moments:Consistently surpassed customer satisfaction targets by 33%, demonstrating my ability to elevate service quality and efficiency.Spearheaded initiatives that improved restaurant performance by reducing waste and enhancing food preparation processes.Successfully re-engaged partner recruitment agents, increasing driver recruitment by 12%.Throughout my career, I’ve remained passionate about creating solutions and delivering top-tier service, always advocating for customers and improving operational processes. I thrive in dynamic environments and am eager to leverage my skills to drive success in organizations that value innovation and resilience.
