Versatile Operations and HR Leader for Remote Roles

ELSY M. NYAGA

Operations Human Resources Business Development Virtual Assistance

Location: Kenya (Open to Global & Remote Roles)

Email: ********@*****.*** Phone: +254-***-***-*** LinkedIn: www.linkedin.com/in/elsy- nyaga-7534a4a1

PROFESSIONAL PROFILE

Versatile and results-driven professional with 12+ years of experience spanning Operations Management, Virtual Assistance, Business Development, Human Resources, and Customer Service. Proven ability to support executive and operational teams, streamline processes, manage people operations, and drive revenue growth across multi-site and remote environments. Adept at combining operational efficiency, client-centric service, and data-driven insights to support organizational growth, improve service delivery, and enhance stakeholder satisfaction in international and remote settings.

GLOBAL CORE COMPETENCIES

• Operations & Performance Management

• Human Resources & People Operations

• Business Development & Partnerships (B2B/B2C)

• Customer Experience & Service Excellence

• Process Improvement & Operational Excellence

• Compliance, Risk & Quality Management

• Data Analysis, Reporting & KPIs

• Stakeholder & Client Relationship Management

• Remote Team & Cross-Cultural Collaboration

PROFESSIONAL EXPERIENCE

Regional Operations Manager

Bliss Healthcare Limited Kenya

March 2025 – Dec 2025

• Provide strategic and operational leadership across multiple medical centers, ensuring a Led and held Center Managers accountable for service delivery KPIs, turnaround times, and client satisfaction across multiple sites

• Built and standardized operational workflows and SOPs to ensure reliable delivery and clear ownership

• Identified delivery gaps and early churn risks and implemented corrective action plans

• Oversaw onboarding and early engagement for new corporate and insurance clients

• Owned reporting, dashboards, and operational visibility using structured performance trackers to align with organizational KPIs and regulatory standards

• Drive performance improvement initiatives through turnaround time (TAT) optimization, digital systems adoption, and workflow redesign

• Monitor service quality, customer experience metrics, and operational risk across sites

• Partner with senior leadership on growth strategy, budgeting, and resource allocation Regional Business Manager – South Rift Valley

Bliss Healthcare Limited Kenya

Aug 2023 – Jan 2025

• Led regional business growth initiatives, increasing patient footfall and revenue across multiple facilities

• Developed and managed B2B partnerships including corporate clients and insurance providers

• Strengthened customer experience frameworks and service delivery standards

• Analyzed regional performance data to inform commercial and operational decisions Medical Centre Administrator (Center Manager) – Naivasha Bliss Healthcare Limited Kenya

Aug 2021 – Aug 2023

• Managed end-to-end daily operations including staff supervision, service delivery, and compliance

• Implemented operational efficiencies that improved patient flow and satisfaction

• Coached and mentored multidisciplinary teams to achieve performance targets Regional Sales Manager – Rift Valley

Bliss Healthcare Limited Kenya

Oct 2020 – Aug 2021

• Executed regional sales and market expansion strategies across healthcare services

• Grew key accounts and strengthened partnerships with insurers and corporate clients

• Increased revenue mix across cash, insurance, and institutional channels Regional Sales Team Leader – Nairobi Region

Family Bank Limited Kenya

Aug 2015 – Jan 2020

• Led, trained, and motivated regional sales teams across insurance and banking products

• Applied data-driven planning to improve productivity and conversion rates

• Supported cross-selling and portfolio growth initiatives Human Resource Officer

Civitra Business Solutions Ltd (Startup) Kenya

Jan 2013 – Aug 2015

• Established HR operations including recruitment, onboarding, payroll coordination, and employee relations

• Developed HR policies, performance management frameworks, and compliance processes

• Supported leadership in culture building and organizational development Virtual Assistant / Data Support (Freelance)

Remote-Easter seal

Dec 2012 – Dec 2013

• Delivered virtual administrative and data support including scheduling, documentation, and online research

• Provided email-based customer support and client communication

• Supported reporting and business documentation tasks EDUCATION

Bachelor of Commerce (Human Resource Management)

KCA University Kenya 2017

Diploma in Human Resource Management

Kenya Institute of Management 2012

Certificate in Management

Kenya Institute of Management 2010

CERTIFICATIONS & RECOGNITION

• Lean Six Sigma Practitioner – Africare Global (2025)

• Operational Excellence Training (2025)

• Certificate of Proficiency in Insurance – COP (2016)

• Employee of the Year – Bliss Healthcare (2022–2023)

• 2nd Runners-Up, Patient Care Category (2022–2023)

• Supervisory & Leadership Training (2020)

TECHNICAL & DIGITAL SKILLS

• HRIS & Payroll Systems

• CRM Platforms & Client Management Tools

• Data Analysis & Performance Reporting

• Microsoft Office Suite (Advanced Excel)

• Google Workspace

• QuickBooks

• Digital Collaboration Tools (Zoom, MS Teams)

ADDITIONAL INFORMATION

• Eligible for remote and international roles

• Experienced working with diverse teams and stakeholders

• Interests: Community outreach, cooking & baking, interior design REFERENCES

Chief Executive officer -Bliss healthcare

Rufus Maina

Phone: +254-*********

Francis Njihia Branch Manager

Former Branch manager Family Bank Limited

Phone: +254-***-***-***

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