JourneyPalette is an innovative travel tech startup dedicated to transforming travel experiences through a cutting-edge SaaS platform. Our mission is to connect travellers with authentic local experiences while empowering small tourism businesses to streamline their operations.Key Responsibilities:Strategic Leadership: Spearheading the development and implementation of the company’s vision and strategy to revolutionize travel in Kenya.Product Development: Overseeing the design and launch of our SaaS platform, ensuring it meets the needs of both travelers and local businesses.Partnership Building: Establishing and nurturing partnerships with local tourism businesses to create a network of unique, authentic travel experiences.Sustainability Focus: Promoting sustainable and inclusive tourism practices that benefit local communities and preserve cultural heritage.Customer Engagement: Driving customer acquisition and retention through innovative marketing strategies and exceptional user experience. Team Leadership: Leading a talented team of professionals, fostering a culture of innovation, collaboration, and excellence.

Managed a successful tour operation business, providing curated travel experiences throughout Kenya. This role allowed me to gain deep insights into the travel industry, customer preferences, and the operational challenges faced by small tourism businesses.Key Achievements:Curated and led unique travel experiences that garnered high customer satisfaction.Built strong relationships with local vendors and tourism service providers.Implemented operational efficiencies that streamlined business processes and enhanced customer service.

• Supporting the business to achieve its Customer Experience objective hence business growth.• I Help the business bridge gaps that may exist between their business and their customers through innovative technology.• Responsible for setting up the department and creating a well-motivated Customer Success team• Maintaining customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns• Collecting and analyzing customer information to prepare product or service reports• Identifying sales opportunities by assessing the environment and devising and implementing a winning strategy• Providing primary customer support to internal and external customers• Recommending changes, improvements or enhancements in products to the product development team based on customer feedback• Contributing to sales engineering on goods purchase effectiveness by identifying short-term and long-range issues and recommending a course of action• Using creative thinking to break down problems, evaluate solutions and make decisions.• Creating customer support strategies to increase customer retention

• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.• Involved in the online channel to manage calls for the Merchants to improve customer interaction.• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.• Effectively and efficiently onboarded clients and guided on product usage.• Performed duties and provided service in accordance with established operating procedures and company policies.• Built client relationships by responding to inquiries, identifying, and assessing clients' needs, resolving problems, and following up with potential and existing clients.• Resolved problems with high-profile customers to maintain relationships and increase return customer base.• Drove team and company profits by developing and strengthening relationships with industry partners and potential clients.• Increased profit margins by effectively controlling budget and overhead and optimizing product turns.• Compiled and analyzed data to determine approaches to improve sales conversion rates and performance.• Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.• Prepared and implemented strategic growth plans for territory based on company goals and expectations.• Coordinated meetings and logistics for national merchant meetings and directed and supervised a 50-member team• Increased profit margins by effectively controlling budget and overhead and optimizing product turns• Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems• Performed analysis of competition to determine strengths and weaknesses as compared to different products• Compiled and analyzed data to determine approaches to improve the sales performance of different Merchants.

• Drove team and company profits by developing and strengthening relationships with industry partners and potential clients.• Identified manually intensive data collection tasks for the team and worked with the engineering team to launch tools that reduced the manual work by 4 hrs a day • Served as a point of escalation for customers to resolve highly complex problems and discrepancies; collaborate with other departments as necessary to expedite resolution • Increased profit margins by effectively controlling budget and optimizing product turns• Exceeded sales quotas and increased profitability through effective sales strategy and business planning• Aligned company goals outcomes and increased satisfaction • Managed customer service effectiveness by monitoring performance and assessing metrics• Provided excellent customer service by efficiently resolving issues and responding to enquiries• Collected customer information and analyzed needs to recommend potential products or services• Planned and coordinated product availability for advertising and promotion purposes• Devised recommendations to streamline and simplify the customer support system and improve respons

• Created the onboarding documentation for the new clients that is currently still in use. Over 10,000 merchants have been onboarded using the process. • Assisted with day-to-day operations including managing scheduling, attendance, workflow management, and delegation of responsibilities • Identified and drove new initiatives to improve the performance and efficiency of the department • Developed and maintained roles, policies, and procedures for Service and Operations Department • Responsible for training, and discipline of assigned employees

Involved sales and marketing for the bank's products