Avugwi Hillary
Results-driven business development, customer success, and operations professional
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About
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.
Experience
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.
Education
Bachelor of Science - Disaster Management & International Relations - Masinde Muliro University of Science & Technology (2012 - 2016)
