Results-driven Operations ManagerResults-driven Operations Manager
LAILER
ID Verified$2,000
per month
($11/hour)
Profile Description
Operations Manager and Virtual Executive with a record of driving efficiency, service quality, and scalable processes across diverse industries. Build and optimize end-to-end operations, administrative workflows, and customer support programs using data, automation, and cross-functional collaboration. Known for diagnosing root causes, implementing durable solutions, and elevating KPIs in remote, fast-moving environments. Partner with leaders to translate strategy into execution, streamline servi...
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
AI & Automation
Virtual Assistance & Admin
Specialized Skills
Data & Analytics
Customer Success
Work Experience
Operations Supervisor
FLOCASH
Nov 2023 - Present
Job Responsibilities:
Improved compliance and accuracy — implemented a robust log review system for Compliance Monitoring & Reporting, strengthening settlement logs, controls reporting, and issue tracking (discrepancies, exceptions, etc.) Managed daily and weekly settlements across multiple merchants, including bank, settlement, and partner account reconciliations, with timely resolution of refunds and chargeback excep...
Embakasi West Constituency Office
Customer Support Manager
Jan 2018 - Dec 2022
Job Responsibilities:
Boosted customer retention — resolved product and service concerns effectively, contributing to a 10% increase in customer loyalty year-over-year Maintained strong customer satisfaction while managing high call volumes daily, achieving a customer satisfaction rate of 8/10 Increased sales by using product knowledge to upsell during service calls, growing cross-sales annually Improved service effici...
Customer Service Relation under Orange and Telkom Kenya for Calls and Social Media Platforms
Horizon Contact Centers
Jan 2014 - Dec 2015
Quick Stats
Certifications
Education
Master's Degree
JKUAT
2016 - 2021
Bachelor's Degree
INOORERO UNIVERSITY
2012 - 2014
Associate's Degree
INOORERO UNIVERSITY
2010 - 2011
Certificate
KENYA SCHOOL OF PROFESSIONAL STUDIES
2008 - 2009