Avugwi Hillary

Results-driven business development, customer success, and operations professional with over 10 years of experience across fintech, digital services, and SME support. Proven ability to build partnerships, optimize operations, lead high-performing teams, and drive customer satisfaction and retention. Strong background in data analysis, stakeholder engagement, and cross-functional collaboration.

Adept at supporting growth-oriented organizations through structured execution, process improvement, and customer-centric strategies.

Business Development Executive - Sasapay

(2025-02 - 2025-04)

• Prospected, onboarded, and managed new merchants, expanding adoption of digital payment solutions.
• Conducted product onboarding and training to ensure effective usage and long-term retention.
• Collaborated with internal product and operations teams to resolve issues and improve customer experience.
• Built and maintained strong client relationships, contributing to increased transaction volumes.

Sales Executive - Tuma Tap

(2024-05 - 2024-09)

• Delivered tailored solutions to customers, resulting in repeat business and referrals.
• Analyzed sales performance data to optimize sales strategies and improve conversions.
• Identified new business opportunities through market research and lead generation.
• Streamlined sales processes to reduce cycle time and improve efficiency.

Sales Operations Analyst - Pesapal Limited

(2022-05 - 2024-05)

• Analyzed sales and customer data to monitor performance trends and identify improvement areas.
• Developed dashboards, reports, and forecasts to support management decision-making.
• Monitored KPIs including revenue growth, conversion rates, customer acquisition cost, and retention.
• Conducted market and competitor analysis to support strategic planning initiatives.

Business Development Manager - Pesapal Limited

(2021-04 - 2022-05)

• Identified and developed new business opportunities to expand market presence.
• Built strategic partnerships with banks, merchants, and service providers.
• Implemented initiatives to increase product adoption and customer engagement.
• Worked cross-functionally to align sales, operations, and customer success teams.

Team Lead, Customer Experience - Pesapal Limited

(2017-04 - 2021-04)

• Led and supervised a 56-member customer experience team across multiple regions.
• Oversaw day-to-day customer support operations, ensuring SLA compliance.
• Improved customer satisfaction scores from 35% to 95% through targeted initiatives.
• Developed performance frameworks, training programs, and feedback mechanisms.
• Resolved complex customer escalations in collaboration with internal stakeholders.

Intern - Ministry of Foreign Affairs, Kenya

(2016-10 - 2017-03)

• Supported research, report writing, and administrative tasks for diplomatic engagements.
• Assisted in organizing meetings, events, and stakeholder coordination activities.

Bachelor of Science - Disaster Management & International Relations - Masinde Muliro University of Science & Technology (2012 - 2016)