Open to opportunities

Bedan Willys

@bedanwillys

Message

Operations manager specializing in fleet, control room, and customer- focused technical operations.

Kenya

Message

What I'm looking for

I seek a senior operations role managing fleet/control room teams where I can improve processes, ensure SLA compliance, and drive data-led performance improvements.

I am a results-driven operations professional with over six years of progressive experience in operations management, fleet monitoring, control room operations, and customer/technical support within vehicle tracking and logistics environments.

I have led 24/7 control room operations, coordinated asset recovery with financiers and field teams, and prepared contractual compliance reports, improving service reliability and reporting accuracy.

My strengths include process optimization, KPI and SLA management, budgeting, performance reporting, and data-driven decision making that reduced response delays and improved device turnaround times.

I am committed to continuous improvement, strong stakeholder coordination, and delivering excellent customer experiences while mentoring teams and strengthening operational controls.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

Karooooo Kenya Ltd

Dec 2023 - Present (2 years 2 months)

Oversees 24/7 control room and fleet operations, coordinated asset recovery with financiers, and managed operational budgets and reporting to improve service reliability and compliance.

Control Room Operations Fleet Management SLA Management Budgeting Incident Management Reporting

Control Room Operator

Karooooo Kenya Ltd

Jun 2021 - Nov 2023 (2 years 5 months)

Provided frontline technical and customer support, monitored vehicle alerts and live tracking, and supported recovery and field technicians to reduce downtime and improve first-contact resolution.

Technical Support Monitoring Client Communication Troubleshooting Escalation Management

Fleet Management Analyst

Rivercross Tracking Kenya Ltd

May 2019 - May 2021 (2 years)

Managed fleet monitoring and client communications using ECTS systems, produced compliance and financed-asset reports, and coordinated device inspections to improve data accuracy and device uptime.

Compliance Reporting Cargo Movement Reporting

Customer Service Team Leader

Horizon Contact Centers

May 2017 - Apr 2019 (1 year 11 months)

Led a customer service team, conducted quality assurance and coaching, managed KPIs and onboarding to improve service quality and achieved high first-contact resolution rates.