I am a growth-focused and customer-centric executive committed to optimizing customer service, business development, and operational excellence across 16+ African countries. My career spans 15+ years of distinct, diverse leadership experience, from enhancing customer experience as service networks team leader to formulating revenue-generating initiatives and route-to-market strategies. The sectors I have worked in include circular economy, electronics, technology, renewable energy, and IT.As a visionary leader with outstanding technical background in electronics, I excel in leading service teams to expand the customer service network and reduce customer average turnaround time. Formulating a robust business strategy is a hallmark of my day-to-day operations. I pride myself on executing strategies that have turned weak business units into profit-generating initiatives. Leveraging my transformational leadership, I empower teams to peak performance levels and foster a culture of productivity within organizations. I intentionally cultivate solid relationships with government agencies, NGOs, and strategic partners to innovate, grow, and operationalize start-ups and social enterprises that impact people’s lives. I am proud to have led the establishment of call centre operations in East Africa and other emerging markets and established the 1st Samsung Engineering Academy in Kenya, which equip students with hands-on technical skills and enables them to be self-employed.**HIGHLIGHTS**⇝ Expanded customer service network from 107 to 1000+ through partnership with key stakeholders across Africa.⇝ Saved the business thousands of dollars annually through innovation and establishment of a refurbishment centre that repurposes used products. ⇝ Reduced customer average turnaround time by classifying service networks into 4 levels and introducing service type by products, resulting in optimal customer service journey. ⇝ Set up customer service tracking desk that improved customer feedback, reduced escalations of incidences and minimized customer complaints.⇝ Pioneered the establishment of Samsung contact centre operations in Tanzania, Uganda, DRC, Gabon, and other emerging markets in Africa. **EXPERTISE**Customer Service, Operational Excellence, Business Development, Visionary Leadership, Customer Experience, Strategic Planning, Revenue growth, Marketing & Sales, Public-Private Partnership, Cross-Cultural, Circular Economy & Start ups.
