NJAMBI BONIFACE
Results-Driven Operations & Acquisition Specialist
Nairobi, KE.About
A highly results-driven and detail-oriented professional with over 4 years of experience specializing in optimizing business processes and driving operational excellence. Proven expertise in leveraging CRM tools like Qmatic Spotlight, Admin Dashboard, and Freshdesk, coupled with advanced data analysis and strategic problem-solving, has consistently delivered measurable outcomes including significant cost reduction, productivity enhancements, and elevated customer satisfaction. Adept at identifying opportunities and implementing impactful solutions to achieve key business objectives.
Work
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Summary
Led driver and agent acquisition initiatives, significantly expanding active networks and enhancing operational growth for a mobility platform.
Highlights
Grew the number of active agents by 3x through effective recruitment, conducting interviews, and training successful candidates.
Achieved 2x Month-on-Month (MoM) growth in new drivers and consistently maintained 90% monthly target achievement.
Drove 2x MoM growth in trained drivers and increased driver retention rates by 15% MoM by providing comprehensive app training and managing support channels.
Delivered weekly performance reports for 3 countries (Kenya, Tanzania, Botswana), extracting and analyzing performance data and trends.
Achieved 18% Week-on-Week (WoW) growth in completed rides during Below-the-Line (BTL) customer acquisition activities, maintaining an average 8% growth in subsequent months.
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Summary
Streamlined vendor onboarding processes, enhanced training programs, and optimized support operations to improve efficiency and user experience.
Highlights
Reduced vendor onboarding time from over 1 hour to under 30 minutes by revamping SOPs and leveraging CRM tools like Qmatic Spotlight, Admin Dashboard, and Freshdesk.
Increased training success rate from 60% to 87% MoM and reduced training duration from 3 hours to under 1.5 hours within 3 months for new and existing captains.
Achieved key performance indicators (KPIs) for Average Handling Time (AHT), waiting time, and Customer Satisfaction for 3 consecutive quarters.
Collaborated with product and engineering teams to perform A-B testing for new app versions, ensuring optimal user experience before release.
Conducted Focus Group Discussions (FGDs) and Net Promoter Score (NPS) surveys to gather actionable feedback from captains and vendors, informing operational improvements.
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Summary
Ensured high operational standards and enhanced customer satisfaction by drastically reducing non-compliance rates.
Highlights
Reduced non-compliance rates from 40% to less than 5% Month-on-Month (MoM), significantly improving operational efficiency and customer experience.
Implemented corrective actions and process improvements based on audit findings, ensuring adherence to quality standards.
Collaborated with cross-functional teams to identify root causes of non-compliance and develop sustainable solutions.
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Summary
Conducted comprehensive travel research, optimized operational efficiency, and ensured fleet quality and service delivery.
Highlights
Generated vendor leads and facilitated key meetings between vendors and the travel supply lead, expanding the network.
Optimized route planning to enhance operational efficiency and improve service delivery.
Conducted fleet quality assurance and documentation, ensuring compliance and minimizing operational costs, including arrest-related expenses.
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Summary
Monitored fleet quality and documentation to ensure compliance, reduce costs, and enhance customer experience.
Highlights
Reduced non-compliance rates from 50% to less than 15% MoM, improving operational efficiency and customer experience.
Monitored fleet quality and documentation, minimizing costs related to arrests and ensuring adherence to standards.
Implemented robust compliance checks and reporting procedures to uphold service delivery standards and enhance customer satisfaction.
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Summary
Supported business growth strategies through market research, farm operations supervision, and outreach programs.
Highlights
Conducted market research and analysis to support business growth strategies and identify new opportunities.
Supervised farm operations, including crop scouting and nursery management, to ensure efficient agricultural practices.
Supported outreach programs to promote agricultural best practices among local communities.
Volunteer
Kenyan Network of Cancer Organizations
|Volunteer Intern
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Summary
Coordinated training, managed logistics, and maintained reporting for cancer education materials to support patient and caregiver outreach.
Highlights
Coordinated training sessions on Cancer Education Materials for Patients and Caregivers (CEMPC).
Managed packaging, disbursement, and logistics of CEMPC to Ministry of Health (MOH) facilities across counties.
Maintained accurate reporting and bookkeeping for CEMPC distribution.
Skills
Operational Excellence
Process Optimization, SOP Development, KPI Management, Strategic Planning.
Data Analysis & Reporting
Performance Data Extraction, Trend Analysis, Report Generation, Problem Solving.
Customer Relationship Management (CRM)
Qmatic Spotlight, Admin Dashboard, Freshdesk, Customer Satisfaction.
Training & Development
Curriculum Development, Instructional Design, Mentorship, Skill Transfer.
Quality Assurance & Compliance
Non-compliance Reduction, Fleet Management, Audit Findings, Standard Adherence.
Acquisition & Onboarding
Recruitment, Vendor Onboarding, Agent Management, Growth Strategies.
Project Coordination
Cross-functional Collaboration, A-B Testing, Logistics Management, Stakeholder Engagement.
Microsoft Office Suite
Word, Excel, PowerPoint.
Soft Skills
Adaptability, Analytical Thinking, Collaboration, Communication, Customer Service.