Carolyne Mumasaba

Experienced Project Coordinator and Customer Experience Specialist with a proven track record in driving customer engagement, operational efficiency, and project success. With over 20 years of experience, I have effectively managed cross-functional teams, optimized workflows, and strengthened stakeholder relationships to increase project reach and client satisfaction by 25%. Skilled in project planning, data analysis, and strategic communication, I bring a unique combination of customer-focused service and results-oriented project management to every role.

Committed to fostering positive customer experiences and achieving organizational objectives through proactive problem-solving and a collaborative approach.

Program Coordinator - ERF

(2024-04 - 2026-07)

• Developed and implemented a customer feedback system, resulting in a 30% increase in actionable insights used to improve service delivery and increase customer satisfaction scores by 25%.
• Led a team of 10+ customer service representatives, providing training and ongoing support that enhanced team performance and reduced customer complaint resolution time by 20%.
• Streamlined communication channels between ELRF and its partners, ensuring consistent updates and project transparency, which boosted client retention by 15% through strengthened relationships and improved trust.
• Collaborated with cross-functional teams to enhance customer onboarding and education about reforestation efforts, leading to a 40% increase in client engagement and greater support for sustainability initiatives.
• Monitored and analyzed customer experience metrics using CRM tools, which allowed for targeted improvements and contributed to a 20% rise in positive customer reviews across platforms, solidifying Earth Lungs' reputation as a leader in reforestation efforts.

Program Manager - Eden Reforestation Projects

(2021-07 - 2024-03)

• Coordinated planting operations across multiple field sites, ensuring that 100% of project timelines were met and staying within budget, which resulted in a 15% reduction in logistical delays and increased operational efficiency.
• Strengthened team alignment and communication by developing collaborative work plans that achieved a 90% completion rate on time-sensitive tasks, fostering a positive and productive work environment.
• Led site expansion initiatives and new project planning, proactively identifying potential project sites, which contributed to a 30% growth in regional project coverage and improved community engagement.
• Cultivated partnerships with key stakeholders such as Kenya Forest Service, Kenya Wildlife Service, and local authorities, successfully representing the organization and enhancing credibility, resulting in a 25% increase in collaborative efforts.
• Monitored and evaluated field operations by overseeing a diverse team of field staff, HR, finance, and nursery managers, improving task coordination and project tracking by 20%, and ensuring all regional objectives were met with integrity and transparency.

Project Manager - We World Kenya Foundation

(2018-07 - 2021-06)

• Spearheaded the successful launch and ongoing management of the 3K project in Narok, overseeing all aspects of setup, from office establishment to creating work plans, monitoring & evaluation frameworks, and financial forecasts ensuring 100% adherence to timelines and objectives.
• Managed project budgets and analyzed spending patterns, achieving a monthly budget accuracy rate of 95% by closely monitoring burn rates and budget variances, ensuring efficient use of resources and adherence to financial protocols.
• Built and maintained collaborative partnerships with local government representatives, private sector stakeholders, and community organizations, enhancing project visibility and support at both the Sub-County and County levels, which contributed to a 20% increase in community engagement and project buy-in.
• Led data collection, documentation, and reporting efforts, producing detailed monthly, quarterly, and annual reports in line with organizational guidelines, leading to a 30% improvement in project tracking and reporting accuracy.

Admin & Program Coordinator - CHP – Ewaso Ng'iro Narok County

(2011-09 - 2018-06)

• Led and coordinated the We World Program activities and team, overseeing daily operations and staff duties contributing to a 20% improvement in project completion rates and enhanced team collaboration.
• Cultivated and maintained strong relationships with donors and local partners, including EGPAG, AMREF, CMF, and local churches, to drive funding initiatives increasing program funding by 15%, allowing for expanded program reach and impact.
• Streamlined procurement processes by preparing tender and contract documents following company guidelines and serving as secretary of the procurement committee improving procurement efficiency by 25% and ensuring adherence to compliance standards.
• Fostered community engagement through global awareness campaigns, enhancing project visibility and raising public awareness, which led to a 30% increase in local community involvement and support.
• Conducted regular field visits for program monitoring, facilitating effective coordination between field staff and the project manager, which improved project alignment with objectives by 20%.

PMTCT Coordinator - CHP – Ewaso Ng'iro Narok County

(2010-11 - 2011-08)

• Coordinated and managed the Prevention of Mother-to-Child Transmission (PMTCT) program, ensuring effective planning, implementation, and monitoring of all related activities.
• Organized and supervised daily operations, including staff and volunteer assignments for PMTCT and community outreach initiatives.
• Oversaw and guided community-level activities conducted by field staff, support groups for People Living with HIV (PLHIV), and volunteers working with PMTCT clients and their partners.
• Collaborated with healthcare workers at PMTCT facilities to improve service delivery infrastructure, emphasizing male-friendly and family-centered care.
• Maintained strong partnerships with Ministry of Health (MOH) personnel, including DASCOs, to align PMTCT services with national health objectives and standards.
• Facilitated effective referral systems linking PMTCT clients, partners, and exposed infants to additional health services and follow-up care.
• Supported linkages between PMTCT and HIV-Exposed Infant (HEI) programs to strengthen maternal and child health outcomes.
• Coordinated community sensitization and awareness campaigns to improve understanding and uptake of PMTCT services.
• Ensured proper documentation, data collection, and reporting of PMTCT activities in line with donor and MOH requirements.
• Collaborated with external health partners, NGOs, and community stakeholders to enhance integrated HIV prevention and treatment services.
• Performed additional program coordination duties as assigned to support overall project effectiveness.

Administration Officer - Hospitalities and Intermediary Services

(2009-02 - 2010-10)

Executive Assistant - Kobo Safaris Limited

(2005-09 - 2009-01)

Customer Care Representative - Safaricom Limited

(2000-11 - 2005-08)

Leadership & Management in Global Health - Global Health - EDGH University of Washington Online (2025-10 - 2026)

Bachelor of Commerce - Business Administration - St. Paul's University (2022-04 - 2026)

Diploma - Business Administration & Procurement - Newslink College (2002 - 2002)

Certificate - Sales & Sales Management, Public Relations - LCCI (1996 - 1996)

Certificate - Computer Operations - KCITI (1996 - 1996)