Operation,Automation, CX specialist and Junior Data AnalystOperation,Automation, CX specialist and Junior Data Analyst
calvin
ID Verified$2,000
per month
($11/hour)
Profile Description
Highly accomplished and results-driven Operations, Customer Experience, and Data Analytics Leader with over 9 years of progressive experience in betting, fintech, and digital service environments. Demonstrated expertise in building, scaling, and optimizing end-to-end customer service operations across inbound and outbound channels. Proven ability to design and implement data-driven CRM strategies that enhance customer acquisition, engagement, retention, and lifetime value. Strong analytical back...
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
Customer Success
AI & Automation
Data & Analytics
Finance & Accounting
Human Resources
Real Estate Operations
Sales & Business Development
Specialized Skills
Work Experience
Operations Lead
Banda Sphere Holdings Limited
May 2025 - Present
Job Responsibilities:
Improved customer acquisition and retention through data-backed CRM strategies - Ensured operational efficiency and platform reliability across multiple markets. I ensure we adopted the right tools to ensure correct KYC was conducted for every new client joining the platform.
HEAD OF CUSTOMER SUPPORT & HEAD OF COMPLIANCE
BEE N BEE KENYA– CRYPTOSASA
Apr 2022 - Jun 2023
Job Responsibilities:
• Directed end-to-end customer support operations including escalations and resolution management • Designed and implemented KPI frameworks, dashboards, and reporting systems for performance tracking • Established SLA policies improving response and resolution times • Built and trained customer support teams on service delivery, compliance, and risk awareness • Led internal audits, compliance fram...
OPERATIONS MANAGER
ZUMANDU LTD – BETLION KENYA
May 2020 - May 2022
Job Responsibilities:
• Managed full-scale customer operations across inbound and outbound service channels • Defined KPIs, SLAs, and departmental performance metrics aligned with business objectives • Managed budgets, staffing, and operational cost optimization strategies • Introduced CSAT frameworks and performance measurement systems • Led cross-functional collaboration across Tech, Marketing, and Leadership • Imple...
Quick Stats
Education
Bachelor's Degree
Laikipia University
2012 - 2015