Grace Mwangi
Customer Operations Manager
grace.mwangi@example.com · +254 712 555 238 · Nairobi, Kenya · linkedin.com/in/gracemwangi
Profile
Operations manager leading a 45-person customer operations team for a mobile-money provider. Known for coaching team leads, cutting wait times and keeping staff turnover low.
Experience
Customer Operations Manager — Pesalink Mobile, NairobiApr 2021 – Present
- Lead 45 agents and 4 team leads handling 9,000 contacts a day; budget KSh 120M
- Cut average wait from 6 minutes to 90 seconds with new scheduling
- Staff turnover down from 38% to 17%; promoted 6 agents to team lead
Team Lead, Customer Care — Savanna Telecom, NairobiJan 2017 – Mar 2021
- Led 12 agents; team ranked first of 9 on quality scores for 8 quarters
Education
BCom, Management — University of Nairobi, Nairobi2011 – 2015
Skills
People management · Workforce planning · Coaching · Process improvement · Budgeting · Zendesk
Certifications
ITIL 4 Foundation — AXELOS2022
Languages
English (Fluent) · Swahili (Native)