Gladys Wangari

I have gained extensive experience in client-facing roles, managing stakeholders, and growing accounts through upselling, cross-selling, and other effective strategies to drive customer lifetime value.

In my previous role, I was responsible for managing a portfolio of high-value clients, ensuring their needs were met, and that they were satisfied with the services provided. I have a proven track record of success in managing relationships with stakeholders, identifying areas for improvement, and delivering results that exceeded expectations.

Through my experience, I have developed a deep understanding of customer needs and preferences, which has enabled me to develop and implement effective strategies to improve customer satisfaction and retention. I am a strong communicator with excellent interpersonal skills, and I am able to work well both independently and as part of a team.

Skills & Competencies

IT Operations Management | Organization and Process Management |General Management & Leadership| Partnership Growth & Development |Business Requirements Analysis |Technical Supervision & Management |Budget Planning & Cost Controls | Training & Capacity Building | Vendor Management |Financial Accounting | Technical Documentation and Presentation

 IT Infrastructure Management: Managing and maintaining the organization's IT infrastructure including hardware, software, networks, servers, and databases.

 Project Management: Leading and managing projects from initiation to completion, including planning, budgeting, resource allocation, risk management, and quality control.

 Change Management: Developing and implementing strategies to manage and mitigate risks associated with changes in the organization's processes, policies, and technology.

 Performance Management: Setting performance goals, developing performance metrics, and implementing strategies to improve the organization's overall performance.

 Customer Service: Providing excellent customer service and support to internal and external customers, ensuring their needs are met and their expectations are exceeded.

 Business Analysis: Conducting thorough analysis of business requirements, documenting functional specifications, and developing technical solutions to meet business needs.

 Data Analysis: Using data analysis tools and techniques to extract insights from data, identify trends, and make data-driven decisions.

 Communication: Excellent communication skills, including the ability to articulate complex technical concepts to both technical and non-technical

Education

 Talent Management: Developing and implementing strategies to attract, retain, and develop top talent in the organization, including coaching, mentoring, and succession planning.

Bachelor of Science Computer

Science Catholic University of Eastern Africa