Work
I led the operational functions of Wakandi’s Tanzania team, including customer success, support, and onboarding. My responsibilities also included IT services supporting the wider business across Kenya, Uganda, and Tanzania. The challenge was to make service delivery more efficient while aligning operational processes and information-security practices with ISO 27001 standards.
Execution
Redesign operational processes
Designed and introduced procedures to streamline customer onboarding and day-to-day processing, using technology to reduce repetitive work.
Lead teams and service delivery
Directed daily operations across teams and introduced performance-management practices to improve accountability, capability, and customer support.
Connect markets and partners
Worked across East African teams and maintained relationships with banks, mobile network operators, and technology providers to support service delivery.
Measure and improve
Used operational data and implementation reports to monitor performance, identify gaps, and guide continuous improvement.
Results
- Reduced customer onboarding time by 25% and process times by 15%.
- Improved customer satisfaction by 20% and customer retention by 10%.
- Introduced operational procedures and IT-service practices aligned with ISO 27001 requirements.