Purity Wanjiku Email & Phone Number

Kenya

• In charge of Learning and Development for Africa, Asia and LatAm Technical Operations Teams.I drive, develop, and execute the technical operations training strategy globally to get teams to their best performance.
• Evaluate departmental training requirements and work with subject matter experts to design solutions optimizing onboarding, employee performance, and quality management.
• Leverage assessment tools and instructional design strategies to create and improve training… Show more In charge of Learning and Development for Africa, Asia and LatAm Technical Operations Teams.I drive, develop, and.
• Leverage assessment tools and instructional design strategies to create and improve training programs to achieve organizational training goals.
• Utilize experiential learning, video and synchronous virtual learning methodologies to deliver impactful training experiences.
• Create, Update and review the curriculum to facilitate strategic training.

Nairobi, Kenya

• Designed and implemented the Technical Operations curriculum that guided learning & development activities globally
• Conducted needs assessments to identify training gaps and recommend solutions, this saw our training satisfaction score improve to 86% in the first year.
• Developed and delivered over 200 training programs with a completion average score of over 95%, quiz average score of over 70%.
• Developed and designed engaging content and Learning Experiences in collaboration… Show more
• Developed and designed engaging content and Learning Experiences in collaboration with the Subject Matter Experts for a variety of delivery modes (Online, Webinar, training sessions)
• Facilitated classroom and virtual training sessions and workshops for the African, Indian and Latin American teams, achieving a satisfaction score of over 75%

• Acted as the bridge between Operations, Product and Customer Support teams by translating partners pain points to product requirements while continuously improving partner experience,
• Improved partner performance from 40% to 75% by introducing partner segmentation and recognition structures.
• As the head of partner discipline, created and implemented partner discipline policy improving partner NPS from -4 to 67 in 6 months.
• Developed an onboarding curriculum and mentoring program… Show more Acted as the bridge between Operations, Product and Customer Support teams by translating partners pain points to product requirements while.
• Developed an onboarding curriculum and mentoring program for new partners, we achieved an onboarding satisfaction score of 93% in 6 months.
• Maintained the partner retention rate above 90% through continuous engagement and introduction of monthly feedback sessions.

• Analyzed, measured, and evaluated customer behavior and sentiments to advise. management on best practices to improve customer experience.
• Achieved a 90% staff retention rate by introducing monthly training programs and mentorship sessions
• Implemented a call tagging system using 3CX and therefore facilitated collection of data that gave actionable insights to the management on customer pain points.
• Successfully as a team, developed and published the company Knowledge… Show more Analyzed, measured, and evaluated customer behavior and sentiments to advise. management on best practices to improve customer experience.
• Successfully as a team, developed and published the company Knowledge base with a pass rate of 95 %
• Managed 15 on-site customer care executives.

Nairobi

• Worked as the intersection between the operations team and the Technical teams to plan, research, prototype, execute, test, deploy, and support a series of ongoing support projects designed to provide a better User.
• Reduced the issue resolution time by 60% by creating an alerting and on-call management solution using OpsGenie.
• Improved the team efficiency by 40% by integrating the operations workflow and project management processes using… Show more Worked as the intersection between the operations team and the Technical teams to plan.
• Improved the team efficiency by 40% by integrating the operations workflow and project management processes using Salesforce, Zendesk, Jira, Trello, and Slack
• Improved employee onboarding satisfaction from 48% to 78% in 6 months by introducing an onboarding curriculum for REFUNITE agents.
• Led the inception of a Quality Assurance office within the which scaled to all other departments consequently improving the company NPS from 39 to 76 Show less

Nairobi

• Steered the production team in collaboration with the Client management team to improve the project turn-around time from 3 months to 2months.
• Trained a team of 14 team in customer experience best practices consequently improving the customer Net Promoter Score from 16 to 56
• Steered the production team to execute and clear delayed tasks hence reducing the number by 50% by role specialization
• Automated and integrated the company’s’ workflow systems and project management tools… Show more
• Automated and integrated the company’s’ workflow systems and project management tools using SalesForce, Zendesk,Trello and slack thereby increasing the efficiency by 33 %. Show less

1. ICT intern at Jomo Kenyatta University of Agriculture and Technology - Network Administration, Website maintenance and End-user support2. Network Admin Intern at Afrisec Telecomms - Network Maintenance of the ICT infrastructure including Servers, Desktops, Laptops, Printers and Applications across all branches.3. Network Operations Center intern at.

Learning Management System Certification, Distinction

Mentorship, Professional Mentorship Program

Master'S Of Science In Project Management, Information Technology

Activities and Societies: Chair-Gender Club Active Member-Girl Child Advocacy Club

Professional Certification, Project Management, Pass ( 82%)

PRINCE 2 certification has not only reinforced my project management knowledge. It has exposed me to the themes, processes, principles.

Bsc I.T, Computer And Information Sciences And Support Services, First Class Honours

Activities and Societies: I.T Guru club Gender club.