Community and Operations Manager at KayaKazi Cowork (2025-12 – Present)
- Oversee day-to-day operations to ensure seamless functionality across the KayaKazi workspace and community.
- Manage IT systems and provide technical support to maintain reliable and efficient infrastructure.
- Coordinate internal workflows to improve productivity and operational efficiency.
- Deliver exceptional customer service and support to members and clients.
- Handle office management responsibilities, ensuring smooth administrative processes.
- Foster strong client engagement and positive community relationships.
- Implement innovative solutions to enhance systems performance and user experience.
- Uphold high standards of reliability, organization, and service excellence within the KayaKazi environment.
Collection and Recovery Officer at Nirvana Africa (2024-04 – 2025-11)
- Regularly review accounts to identify overdue payments and follow up.
- Contacting borrowers and negotiating payment plans.
- Documenting interactions, escalating cases and reporting on effectiveness of various collection strategies.
- Liaising with other departments to coordinate efforts to debt recovery.
Sales Agent at Nirvana Africa (2022-01 – 2024-03)
- Evaluate financial situation of customers to recommend suitable financial options.
- Explain the terms, interest rates and payment plan available.
- Processing loan applications, negotiating terms and closing deals.
- Bridge the gap between car buyer and financial institutions, facilitating the purchase process.
Freelance Software Developer at UVOCORP
- Developing web applications for clients.
- Software testing and quality assurance.
- Offer expertise and guidance to clients on software development projects.
- Provide ongoing support and updates for existing software applications.
Reservations Agent at CCI KENYA (2020-01 – 2021-08)
- Assigned to handle Spirit Airlines accounts as a Reservations Agent.
- Responsible for aiding customers in booking flights for diverse clientele and special reservations like infants, military personnel, unaccompanied minors, and service or emotional support animals, via the Sky Speed online platform.
- Additional tasks included: managing transfers, baggage issues, payments, refunds, etc.
Customer Care Agent at CCI KENYA (2020-01 – 2021-08)
- Assigned to handle Altice USA (Optimum) account.
- Assisted and advised customers on problems they faced while using our client's services and endeavored to achieve overall customer satisfaction – an average call handling resolution rate of 426 seconds.
- Provided product and service information to new and existing customers by selling company value and offering customers promotions thus increasing revenue by 10%.
- Collaborated with colleagues to enhance customer service experience and exceed team goals by meeting approximately 80% of KPI sales targets, avoiding callbacks on the same issues, and improving customer retention.
- Reported any service outages quickly within the parameters of company-mandated policies and procedures as well as referred any fraudulent cases to the correct department.
Office Assistant at Die Johanniter (2017-12 – 2018-10)
- Delivered clerical support by efficiently handling a wide range of routine and special requirements of the company to ensure the smooth running of the operations.
- Maintained a strong and positive working relationship with the finance, procurement, and programs team to contribute to the delivery of quality outputs during project review and reporting phases.
- Interacted with customers professionally by phone, email, or in person to provide information and direct them to relevant departments for assistance.
- Provided IT support to the organization in the absence of a full-time IT staff. This included but was not limited to user account administration and resolving laptop software installation among others.
- Undertook messenger duties when necessary.
Web System Developer at Afrolink Adventures (2016-11 – 2019-10)
- Developed and maintained the first in-house web-based system which increased web traffic to the site as well as improved sales by 5%.
- Conducted research to contribute to reflections on designing a client-friendly system for easy and swift navigation for any mobile and desktop environment.
- Validation & Verification; oversaw the assurance of application functional logic, data processing, and error diagnosis and management which led to a reduction in downtime and crashes by 20%.
- Increased productivity through learning how to use APIs and to work with servlets. This widened knowledge of different computer languages remains instrumental in the effective dispensation of my work.
- Performed tests of functionality, security, and performance of different operating systems on devices and different web browsers.
Information Technology Support Officer at Impax Business Solutions (2016-02 – 2016-11)
- Led staff members and salesmen training on how to use, set up, and work with the Distribution Management Systems both front-end and back-end side.
- Managed and monitored the salesmen on the implementation and use of the system while in the field.
- Maintained and connected printers to the Distribution Management System hand-held devices to ensure central collection of data and proper data security.
- Troubleshot devices resolving both hardware and software problems before use by staff members and salesmen.
- Accurate daily reporting of device faults and any challenges during field visits to facilitate device improvements and resolutions.
Information Technology Support Officer at Africa International University (2015-06 – 2015-11)
- Supported in the evaluation of user needs and system functionality thus ensuring that the University's computer laboratory is run effectively to meet the user's needs. This included the provision of Tier One IT support to non-technical internal users through desk-side support services.
- Installed, modified, and repaired software and hardware to resolve technical issues as well as scheduled upgrades and security backups of the hardware and software systems.
- Maintained a current and accurate inventory of hardware, software, and IT resources therefore increasing the IT department's proficiency and reducing purchase duplication by the procurement department by 10% and 15% respectively.
- Managed and supported maintenance of the Local Area Networks and Wide Area Network of the University and all satellite campuses.
- Supported in setting up audio/visual equipment required for staff meetings and chapel sessions.
- Training new and existing University staff on Microsoft Office as well as the use of the service desk portal. This included training new staff on the University IT policy to support a positive transition to the new workplace.
Web Designer/developer (Intern) at Tech-Moran (2014-10 – 2014-12)
- Conducted research on new technology that ultimately informed the creative, smart, up-to-date content for the website: ""
- Supported in designing, developing, editing, and upgrading websites for various startup companies thus contributing to client satisfaction.
- Provided administrative support including inventory management, database management, and documentation.
