Project/Operations Manager
Resume:
GLADWELL
NJUGUNA +254*********
adydjb@r.postjobfree.com
CERTIFICATIONS
Masters Project Management - (MA & PMP/PMI) Agile Project Management - (PRINCE2 & PRINCE2 Agile) Product Management User Experience
PROFESSIONAL SUMMARY
Proven operations and project manager with a track record of success. 7+ years of experience in initiating, planning, execution, monitoring and closure of various local and international projects across multiple industries. Excellent knowledge of agile and waterfall methodologies. Competent problem solver with the ability to streamline processes and quickly evolve them to fit current situations.
SKILLS
● Project management ● Analytical skills ● Team Management
● Content management ● Risk management ● Reporting
● Staffing and coordination ● Agile and scrum methodology ● Budgeting EXPERIENCE
BUSINESS OPERATIONS PROJECT MANAGER
Chipper Cash
May 2022 - Feb 2023
● Took charge of the operational aspects of 2 successful country launches and 1 country relaunch
● Spearheaded the successful launch of cross border payment in over 15 countries
● Played an instrumental part in launching of the virtual card product in 2 African countries SENIOR OPERATIONS ANALYST
Chipper Cash
July 2020 - May 2022
● Managed special projects which included the UK launch and launch of a new operations system
● Came up with Standard Operating Procedures(SOPs) for all the teams under the operations department and compiled and launched training handbooks that were used in onboarding and continuous training
● Did analytical deep dives of our services and shared insights that helped in increasing efficiency and cutting cost OPERATIONS MANAGER
Brck Limited
February 2019 - June 2020
● Achieved a 90% uptime in Service Level Agreements (SLA) from 50%
● Streamlined and merged processes across 2 separate services (mobile and fixed hotspots) across Kenya after a major acquisition of fixed hotspot sites
● Oversaw the successful implementation of 10 LTE sites in Kenya as part of a Facebook collaboration OPERATIONS MANAGER
Boelist Investments Limited
August 2017 - February 2019
● Achieved 85% uptime in Service Level Agreements (SLA) for over 1200 hotspots
● Oversaw all aspects of the successful installation and running of over 1400 hotspot sites across Kenya in partnership with Facebook
● Analyzed data to ensure fact based decision making and prepared reports to senior leadership supporting various recommendations that helped in improving our service offeringA OPERATIONS AND CUSTOMER CARE LEAD
Boelist Investments Limited
October 2016 - August 2017
● Achieved a customer satisfaction rate of 80% from 60%
● Oversaw the successful installation of Wi-fi connection for over 3000 homes in Nairobi where I was in charge of equipment procurement, budgeting, resource allocation and scheduling of teams
● Managed the data integrity of the company by introducing weekly and monthly data checks to eliminate human error
OPERATIONS AND CUSTOMER CARE EXECUTIVE
Boelist Investments Limited
January 2016 - October 2016
● Development of customer care and operational SLAs
● Conducted customer satisfaction surveys, analyzed the data and gave recommendation for service improvement CUSTOMER SERVICE EXECUTIVE
Wananchi Group (K) Ltd
January 2015 - October 2015
● Achieved a customer response rate of over 90% for over 4 consecutive months EDUCATION
Master of Arts (M.A - Project Planning and Management) University Of Nairobi
December 2022
Bachelor of Science (B.S - Communication and Public Relations) Moi University
January 2014
Maryhill Girls' High School
Kenya Certificate of Secondary Education (A-)
January 2008
ACCOMPLISHMENTS
Chipper Cash Launches (Aug 2020 – Nov 2022)
● Played a key role in various launches done by Chipper by taking part in brainstorming of the ideas, creating frameworks to work on the selected ideas, coming up with a project framework for these solutions/ideas, coming up with goals and timelines and ensuring that these are achieved on time and that the launches are seamless. These include:
-Chipper's UK and Rwanda launches as well as Ghana relaunch
-The opening up of 15 African countries through cross border payments
-Virtual card launches in Uganda and the US
Self-Organizing Meshing Hotspots & Express Wi-Fi by Facebook (May 2018 – Jan 2019)
● Played a vital role in the project from the initial steps of identifying potential neighborhoods for the project, to managing the agent hunting process, procurement of equipment, coordination of assembly of the procured parts to the final phase of scheduling and installation of the hotspots
REFERENCES
Ed Carter
Former Business Development Director,
Chipper Cash
adydjb@r.postjobfree.com
Alicia Levine
Former Chief Operations Officer,
Boelist Investment Limited
adydjb@r.postjobfree.com
Samuel Mburu
Former Technical Manager,
Boelist Investment
adydjb@r.postjobfree.com
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