Business Development Manager Candidate Profile
Resume:
Work Experience
Language
CAREER PROFILE SUMMARY
Experienced Senior Manager with over
* ***** ** ********** *** management
experience in driving revenue growth,
market expansion, long-term client
partnerships and Talent Acquisition.
Adept at identifying business
opportunities, developing strategic
initiatives, and building strong networks
across diverse sectors to achieve
organizational growth targets.
Passionate about delivering value-
driven solutions by understanding client
needs, providing tailored product
education, and ensuring exceptional
service throughout the customer
journey. A persuasive communicator
with a proven ability to negotiate, close
deals, and maintain high-value
relationships.
Expert in client relationship
management and strategic account
growth, with a strong focus on
customer retention, portfolio
diversification, brand positioning, and
developing top talents. Skilled in
governance and oversight, ensuring
compliance with industry regulations,
corporate governance standards, and
risk management frameworks.
Recognized for delivering actionable
market insights to executive leadership,
challenging business strategies
constructively, and driving performance
accountability to maximize business
outcomes.
*******.*****@*****.***
BUSINESS DEVELOPMENT AND CONTACT CENTER MANAGER
Sheer Logic Management Consultants
October 2023 - October 2025
Nairobi-Kenya
English
Swahili
AROGO DOMINIC
TALENT ACQUISITION MANAGER, BUSINESS DEVELOPMENT & CUSTOMER EXPERIENCE MANAGER
Successfully designed and established a fully operational client engagement center, serving as a strategic hub for relationship management, lead generation, and business growth within the banking, insurance, and financial services sectors.
Led targeted business development initiatives to expand the company’s portfolio through outbound campaigns, generating high-value leads for financial products, corporate partnerships, and service outsourcing solutions.
Head of Talent Acquisition
Led the end-to-end recruitment strategy for diverse clients, ensuring timely and high-quality hiring outcomes.
Partnered with client organizations to understand workforce planning needs and translate them into actionable talent acquisition strategies. Managed a team of recruiters, providing coaching, mentorship, and performance oversight to drive efficiency and excellence. Developed talent pipelines through proactive sourcing, networking, and employer branding initiatives.
Streamlined recruitment processes using technology, data, and best practices to improve candidate experience and reduce time-to-hire and maintained strong relationships with senior leadership and key stakeholders, advising them on market trends and talent strategies Ensured compliance with labor laws, regulations, and internal policies in all recruitment and HR advisory services.
Drove diversity and inclusion initiatives, ensuring equitable hiring practices across client organizations.
Business Development Manager (BDM)
Identified, pursued, and secured new business opportunities to expand the firm’s client base and revenue streams.
Built and maintained strong client relationships through consultative engagement, ensuring alignment with client HR needs. Designed and implemented business development strategies that increased client acquisition and retention rates.
Conducted market research and competitor analysis to identify emerging HR trends and business opportunities.
Prepared and delivered proposals, presentations, and pitches tailored to potential clients’ talent management and HR requirements. Negotiated contracts and service agreements, ensuring mutually beneficial outcomes for both clients and the firm. Collaborated with internal teams to align business growth initiatives with talent acquisition and service delivery strategies. GLOBAL HEAD TALENT ACQUISITION AND BUSINESS DEVELOPMENT Jeff Hamilton LTD
September 2025 - to date
Leadership & Stakeholder
Management
Governance and Oversight:
Business Development
Profitability Assessments
Team Recruiting and Onboarding
Relationship Building
Customer Complaint Resolution
Staff Training and Development
Networking Events
Performance Evaluations
Market Trend Analysis
Budgeting and Expenditures
Customer Trend Analysis
Public Relations (PR) Management
EDUCATION
Quantic School of Business and
Technology - USA
Bachelor of Commerce (FINANCE)
2012-2016
Kenyatta University - Nairobi,
Kenya
MBA (Business Administration and
Management)
2024
Alison College - Galway, Ireland
Diploma (Business Administration)
September 2021
Alison College - Galway, Ireland
Diploma (Customer Service)
May 2024
Emenwa Secondary School
Kenya Certificate of Secondary
Education, (KCSE)
November 2011
OTHER TRAININGS/CERTIFICATION
Kenyatta University - Nairobi,
Kenya
Certificate in Leadership
Development and Mentorship
December 2016
Responsibilities:
Prepare forecasts and budgets for the contact center department. Implemented policies and standard operating procedures and managed quality, customer service, and logistics.
Facilitate and organize training sessions for all agents and participate in the recruitment of new contact center agents.
Recommend and purchase gadgets to enhance job performance at the contact center.
Conduct regular reviews of all contact center agents' performance and organize training sessions for underperformers.
Submit regular reports to management and seek new ideas and strategies to improve performance at the center.
Keep up with trends and happenings in the industry and ensure adherence to industry standards.
Ensure that clients are kept happy and satisfied at all times by providing prompt responses and solutions to their challenges. Assisting the marketing department in developing promotional products that appeal to the customers.
Conducting market research through customer interaction and conducting inter-company analysis to determine our competitive niche. Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
Gather information to help improve agent performance in the contact center by partnering with product teams to build continuous feedback loops.
Design evaluation programs and scorecards for contact center agents. Schedule and organize shift patterns for other team members to ensure that customers are never left unattended.
Providing customer experience by leading and motivating the customer experience team and creating customer satisfaction goals. Develop and implement customer experience policies, procedures, and SLAs.
OPERATIONS AND CUSTOMER EXPERIENCE MANAGER
SportyBet Limited Kenya
October 2021- Sept 2023
Streamlined client onboarding and account management processes, optimizing workflows to improve conversion rates and reduce operational costs.
Implemented operational strategies that enhanced efficiency in client acquisition and onboarding, reducing turnaround times for service delivery and increasing overall productivity.
Formulated and implemented customer-centric policies and procedures to strengthen client relationships and ensure compliance in recruitment and outsourcing engagements.
Implemented and optimized client acquisition and relationship management technologies, including CRM platforms and data-driven tools, to improve lead generation, client engagement, and conversion rates across multiple channels.
Leveraged multichannel communication strategies (e.g., in-person meetings, calls, email, and digital platforms) to expand market reach, strengthen client relationships, and drive business growth within the banking, insurance, and financial sectors.
Designed and executed rigorous quality assurance frameworks to ensure accuracy in client due diligence, regulatory compliance, and service delivery standards, fostering trust and long-term partnerships with high- value financial clients.
Expertise
Introduction to Cybersecurity
April 2023
CISCO Networking Academy -
Nairobi, Kenya
Business Intelligence, and Data
Analysts
October 2022
Corporate Finance Institute -
Vancouver, Canada
Certified Financial Modeling, and
Valuation Analyst
September 2022
Corporate Finance Institute -
Vancouver, Canada
Trained new employees in customer service script recitation, conflict resolution, and data entry practices information, and entered data into various customer service software
Receiving customer complaints and escalating the issues to the relevant levels for action
Ensuring that Contact center agents memorized all company products and services to be able to answer all customer questions quickly and efficiently, and make relevant upsells
Receive source data such as customer names, addresses, phone numbers, and credit cards for payment purposes to customers Establish performance metrics for all customer service team members and establish service levels and requirements for the customer care department.
Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Handle escalations and provide answers and guidance to staff Training, Coaching, and Performance review of the contact center agents.
Updated databases with new and modified customer data. Engaged in conversation with customers to understand needs, resolve issues, and answer product questions.
Referred unresolved customer grievances to designated departments for further Investigation.
CONTACT CENTER TEAM LEAD & TRAINER
MozzartBet Kenya Ltd
April 2018 - September2021
Key Achievements
Resolved customers’ complaints by identifying problems and taking appropriate corrective action, increasing client retention ratio significantly
Guided employees in understanding and meeting changing customer needs and expectations.
Demonstrated professional etiquette and manners, improving positive feedback and 5-star ratings by 90%
Frequently set up staff training materials, therefore, grew the effectiveness of the customer service department by 20% Integrated a complex customer feedback system to manage the system better
Reduced customers’ complaints by 30% through escalated grievance resolution procedure
Introduced and implemented a new CMS System, decreasing customer information pulling time by 30%
Revolutionized customer service gauging mechanism, thereby increasing the efficiency of the department by 20%
Authored an employee’s manual on the Dos and Don’ts of customer service.
Streamlined customer service department operations by introducing a series of rigorous training sessions
Introduced and implemented a new CMS System, decreasing customer information pulling time by 30%
Revolutionized customer service gauging mechanism, thereby increasing the efficiency of the department by 20%
Authored an employee’s manual on the Dos and Don’ts of customer service.
Streamlined customer service department operations by introducing a series of rigorous training sessions
Certified Public Accountants (CPA)
Part I & II
January 2018
KASNEB - Nairobi, Kenya
Preparation of payroll and ensuring statutory deductions such as NSSF, NHIF, and PAYE are made at an appropriate time,
Maintained accurate invoice summaries and collection records to enhance the monitoring of billing and cash inflows. Interacted with internal and external auditors to help complete audits and resolve issues.
Processing of accounts payable, preparing payment vouchers, processing online payments, and recording payments
Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
Producing and issuing pay slips, maintaining all payroll records, and overseeing the petty cash
Developed and documented business processes and accounting policies to maintain and strengthen internal controls.
Compute taxes owed and prepare tax returns, ensuring compliance with payment, reporting, and other tax requirements
Monitored balance sheets and income statements to evaluate financial performance.
Development of the budget and the annual projection of the revenue and expenses
ACCOUNTANT
Akiba Schools Nairobi
July 2016 - March 2018
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