Senior Data Management Assistant - Data Integrity & Operations Lead
Resume:
Benard Kimani
Customer Experience Team Leader
Nairobi, Kenya
**************@*****.***
LinkedIn: benard-mwangi-9a302374
Professional Profile
I am a dedicated team leader with over 3 years of experience specializing in high-stakes customer service and operational data management. My background is rooted in Records Management and IT, which allows me to bridge the gap between technical data integrity and human-centric service. I have a proven track record of mentoring teams to exceed targets while maintaining the precise documentation standards required for mission-driven organizations. I thrive in environments that require analytical thinking, sensitive problem-solving, and a commitment to continuous learning.
Core Competencies
Data Management & Registration: Expertise in data cleanup, collection methodologies, and maintaining accurate records.
Technical Awareness: Advanced proficiency in CRM tools including Salesforce, Zendesk, Jira, and Slack.
Teamwork & Collaboration: Experienced in coordinating large-scale field operations and cross-functional teams.
Client & Result Orientation: Focused on providing high-quality counselling and resolving complex queries with empathy.
Reporting: Skilled in drafting actionable performance summaries and statistical reports for management.
Professional Experience
Customer Experience Team Leader
Impact Water Foundation Nairobi, Kenya Jan 2023 – Present
Team Coordination: Lead and mentor a team of 8 agents, fostering a culture of accountability and high service quality.
Process Improvement: Streamlined client support workflows, which directly improved issue resolution times by 30%.
Data Integrity: Conduct daily operational audits and prepare weekly performance reports to ensure staffing levels and data accuracy meet organizational standards.
Stakeholder Collaboration: Partnered with diverse departments to resolve escalated system malfunctions and complex customer issues.
Field Agent Support Manager
Apollo Agriculture Remote Jan 2022 – Sep 2022
Operational Oversight: Managed a distributed network of 50 field agents across multiple regions, ensuring consistent adherence to registration protocols.
Technical Support: Resolved over 100 weekly technical synchronization issues involving GPS and app malfunctions to maintain database reliability.
Metric-Driven Growth: Achieved a 35% increase in farmer onboarding through meticulous analysis of agent performance metrics and daily targets.
Standardization: Implemented uniform referral procedures that stabilized daily data inputs per agent.
Human Resource Intern
The Supreme Court of Kenya Nairobi May 2016 – Aug 2016
Information Management: Supported the maintenance of sensitive staff records and filing systems within a high-confidentiality environment.
Onboarding Assistance: Managed the documentation and database updates for new staff arrivals.
Education
Bachelor of Science in Records Management & Information Technology Kenyatta University
Kenya Certificate of Secondary Education Uasin Gishu High School
Certifications
Leadership and Management Styles – Alison (2025)
Problem Solving – Oxford Home Study Centre (2024)
Customer Service – Oxford Home Study Centre (2024)
Interests & Community
Mentorship: Volunteered with Life Ministry Kenya for the Jesus Film Project, focusing on community outreach for 2 years.
Digital Innovation: Active in the freelance community (Upwork), delivering technical solutions to global clients.
References
Emily Kirigha
Country Director Impact Water Foundation
***********@*****.***/ ********@***********.**********
Allan Juma
Apollo Agriculture
**********@*****.***
Simon Andiki
The Life Ministry Kenya
*****.******@*****.***
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