Jacqueline Mwaura

• Organized a Gender Justice Africa Conference 2024 in Nairobi.
• Coordinated travel and accommodations for event attendees.
• Implemented protocols and procedures to effectively manage planning process.
• Evaluated existing plans, processes and events planning services to identify opportunities for improvement.
• Coordinated transportation and parking arrangements for guests and vendors.
• Implemented contingency plans to address last-minute changes or unforeseen events.
• Analyzed event costs to identify areas of improvement and cost savings.
• Coordinated schedules and timelines for events.
• Managed event logistics and operations.
• Brainstormed and implemented creative event concepts and themes.
• Trained and supervised event staff to complete tasks on time.
• Managed administrative logistics of events planning, event booking, and event promotions.
• Supported senior leadership by developing status reports on activities related to planning, scheduling, cancellation, inquiries, resourcing, risk mitigation, and proposal development for various events.
• Created detailed timelines and budgets for events to meet all deadlines.
• Monitored and controlled event expenditures to meet budgets.

• Implemented cross-training to improve depth of skill sets within team.
• Improved student performance by defining clear goals and communicating performance metrics.
• Coordinated logistics of and delivering training to up to 40 personnel.
• Assessed program effectiveness and implemented improvements to increase quality of instruction.
• Developed new and improved training programs focused on customer experience,sales and communication.
• Consulted with organization management to assess needs and plan improvements.
• Created and oversaw systems operations and data management training programs for operations.
• Developed and implemented successful onboarding program.
• Developed lesson plans, instructional materials and written practice tests for customer experience and Sales and Marketing training courses.
• Analyzed and evaluated training effectiveness and program outcomes.
• Provided coaching and mentoring to employees.
• Established and maintained quality control standards.
• Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.

This Award seeks to recognize outstanding performance and excellent service delivery in the Aviation industry. I was part of the technical team that comprised of senior experienced business excellence consultants in training auditing the processes of more than 80 organizations in finance institutions, airlines, hospitality, cargo firms, ground handlers with a skew towards enhancing customer experience.

• Key roles included; -
• Designing of the business process improvement tools that were used to collect data within participating organizations.
• Conducting and managing business improvement site visits to the participating organizations.
• Presenting findings to the participating organizations, particularly highlight gaps identified during the assessments.
• Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
• Conducted regular reviews of operations and identified areas for improvement.
• Generated reports detailing findings and recommendations.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Evaluated customer needs and feedback to drive product and service improvements.
• Collected, arranged, and input information into database system.
• Recommending areas of improvement and implementation of report recommendations in partnership with Kenya Institute of Management.

In charge of Customer care operations in 8 Countries within Africa. for their Call center operations as well as Customer support operations.

Key tasks were;

• Defined customer experience measurements ensuring that these measures were aligned to the overall brand strategy and business growth objectives.
• Defined and executed all policies, systems, and team structures necessary to maintain the highest level of customer experience across the 8 Countries.
• In charge of Customer support functions - Quality Assurance, Customer care Projects, Workforce management and team training.
• Developed a service consistency framework across all customer touch points in the business through SLA and CRM deployment.
• Owned the departmental operational budget, staffing, policies, and processes to maximize performance while relentlessly driving down cost in the 8 countries.
• Analyzed the Net Promoter Score and Customer Satisfaction scores and planned continuous improvement.
• Developed and maintained key account relationships with channel partners, ensuring that channel partners were aligned to the customer experience expectations and to the sales partner strategy framework.
• Provided leadership and support towards the delivery of the d. light Ltd - Africa customer strategy, leadership and support over the day-to-day operations of the Call Centers in the 8 Countries.
• Reviewed and streamlined internal customer care processes and provided recommendations for continuous improvements across the call center teams to achieve incremental efficiencies.
• Scheduled and carried out performance discussions, coaching and mentoring sessions to support the department leadership in achieving the individual objectives and key results.
• Developed d. light Ltd - Africa next generation of leaders through coaching, mentoring, and launching learning & development initiatives.
• Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

In charge of rolling out the Clarity project lead in the planning, implementation and roll out of the project (The project entailed the migration and changing of the system used in the organization in its business transactions to the Clarity system.

• Additional tasks were;
• Managed and oversaw all aspects of the project to ensure it was completed on-time and within budget. -
• Facilitated the definition of project missions, goals, tasks, identification of risks, contingency plans, allocation of resources resulting to timely implementation of program activities.
• Used standard project methodology and tools to track progress against deliverables
• Lead and managed project and resource schedules. Managed third party and specialist resources assigned to projects.
• Pro-actively managed all risks in the project environment and ensured appropriate and timeous escalation of risks and issues take place
• Measured project performance using appropriate systems, tools and techniques.
• Communicated project activities including progress, budget, risks, issues to relevant stakeholders as defined by the communication plan. -
• Analyzed project performance data to identify areas of improvement.
• Learned and adapted quickly to new technology and software applications.
• Demonstrated a high level of initiative and creativity while tackling difficult tasks.
• Adaptable individual with exceptional interpersonal skills and talent for building relationships. Known for delivering outstanding service and enhancing client satisfaction. Focused on fostering positive interactions and creating collaborative environment.
• Gained extensive knowledge in data entry, analysis and reporting.
• Developed strong communication and organizational skills through working on group projects.
• Award - Internal communication of the year award 2016 from Public Relations Society of Kenya
• Received accolades for efficiently and effectively managing the project (Internal Award- Best Project Executed (Africa)).

In charge of Retention premium portfolio, developing and implementing initiatives to address churn drivers, executing churn strategy and initiatives as defined by churn strategy manager while managing in-country Churn teams.

Additional roles were;

• Developed and deployed a Customer Experience Strategy.
• Oversaw the overall customer journey, customer experience, service design and management of quality control, created collaborative action plans across all touch points, channels and business units which enhanced customer centricity. -
• Developed customer care processes, standards and procedures for all touch points thus ensuring standardized service quality.
• Delivered a 40% reduction in repeat calls by increasing quality of call standards and focusing on first-call resolutions.
• Managed development of Quality Assurance strategy.
• Supported and drove the field care services into each territory, ensuring improved customer experience at all branches and Agents.
• Created & streamlined SOPs that increased efficiency for complex, high-priority tasks, processes and customer requests.
• Customer Journey Mapping
• Gap assessment based on customer feedback and making recommendations on how to increase efficiencies and increase customer satisfaction at every customer touch point.
• Achieved 20% improvements in service level scores by reviewing & enhancing systems, process and people efficiencies.
• Improved customer service quality results by evaluating and re-designing processes, establishing and communicating service metrics, monitoring, analyzing results and implementing changes.
• Improved Contact Centre operations by monitoring performance, identifying and resolving problems; preparing and completing action plans; managing system and process improvement and quality assurance programs.

Worked with the go-tv CEO in ensuring the delivery of the overall top-line of the business / overall operations efficiency.

As the Head of Operations, I was tasked with;

• Overall functional management of go-tv brand with key emphasis on Customer service initiatives, customer complaints management, performance management and target ownership, end to end product operational management from development to live stage of target customer.
• Customer segmentation and profiling and designing campaigns/initiatives based on identified segments of lower tier customers.
• Lead innovative and exciting customer experience strategies to deliver a consistent and trusted brand experience to create competitive advantage, customer advocacy and ultimately drive growth.
• Management of the outsourced inbound & outbound call centers supporting the brand.
• Daily performance reporting in liaison with analytics team.
• Onboarded lower tier customers from 1st customer to 70,000+, Retention and revenue earning customers up 27% .
• Streamlined the communication between the customers and the call centers by improving technology launch of after sales service centers in Kenya and Uganda.
• Part of the core team that successfully integrated go-tv customers into the network and managed customer experience strategies.
• Part of core team that successfully pioneered go-tv business in Kenya (2nd in Africa) during the Analog switch off. Acted as the point of contact for the Executive Committee on matters relating to the go-tv Operations.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Implemented innovative programs to increase employee loyalty and reduce turnover.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

• Trained and guided team members to maintain high productivity and performance metrics.
• Wrote training manuals for call center employees and front facing positions according to strict company guidelines and protocols.
• Designed and delivered web-based, self-directed learning materials.
• Provided coaching and mentoring to employees.
• Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
• Developed and implemented successful onboarding program.
• Created and oversaw customer service training programs for operations.
• Facilitated virtual, in-person and blended learning sessions.
• Utilized variety of instructional design methodologies to create effective learning experiences.
• Established and maintained quality control standards.
• Built and maintained professional relationships with vendors and suppliers.
• Developed lesson plans, instructional materials and written practice tests for communication and customer service training courses.
• Trained and mentored all new personnel hired to fulfill various roles.
• Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring 15%.