Open to opportunities

Cate Karanja

@catekaranja

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Operations leader driving performance, process improvement, and client satisfaction.

Kenya

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What I'm looking for

I seek a leadership role where I can drive operational excellence, coach teams, use data to improve KPIs, and build strong client partnerships.

I am a dynamic operations leader with a strong track record of improving performance, quality, and client satisfaction across high-volume service environments. I lead cross-functional teams, implement process improvements, and foster a culture of accountability and continuous improvement.

At ONQ Kenya I managed multiple medical scheduling teams, oversaw QA coaching and incentive programs, and used MIS and Power BI to identify performance gaps and implement corrective actions that aligned operations with client goals. Previously, I led business development and administrative functions, trained staff, and managed client relationships to support retention and growth.

I bring strengths in stakeholder engagement, data-driven decision-making, and talent development, and I am committed to coaching teams, optimizing workflows, and delivering measurable service excellence.

Experience

Work history, roles, and key accomplishments

Current

Assistant Manager

Current

ONQ Kenya

Jul 2025 - Present (6 months)

Lead daily operations across multiple medical scheduling teams, driving KPI and SLA adherence while implementing MIS-driven improvements that increased team productivity and quality. Manage client relationships, QA coaching, incentive programs, and cross-functional SOP standardization.

Operations Management KPIs Power BI Quality Assurance SOP Development

Senior Team Lead

ONQ Kenya

Sep 2024 - Jul 2025 (10 months)

Supervised high-performing agent teams, conducted daily KPI and quality reviews, delivered QA coaching, and liaised with clients to resolve operational concerns and present performance reports. Improved adherence and productivity through scheduling and queue management.

Team Leadership KPI Analysis Scheduling Conflict Resolution Performance Management

Customer Service Rep

ONQ Kenya

Apr 2022 - Sep 2024 (2 years 5 months)

Provided empathetic customer support, exceeded daily service and quality targets, managed escalations to secure positive outcomes, and maintained detailed case records to ensure seamless follow-up.

Customer Service Escalation Management Case Management Service Recovery Communication Problem Solving

Business Development Exec

National Service and Walinzi Sacco

Jul 2018 - Feb 2022 (3 years 7 months)

Drove client acquisition and retention through targeted sales campaigns and relationship management, trained junior staff, and managed payroll, loan portfolios, and regulatory compliance to support growth.

Business Development Campaigns Client Relationship Management Staff Training Payroll Management & Compliance Financial Education

Assistant Executive Director

Farmers’ Party

Jan 2017 - Apr 2018 (1 year 3 months)

Represented the organization publicly, streamlined membership operations, and managed aspirant onboarding and payment processing to improve service efficiency.

Stakeholder Engagement Operations Management Membership Management Public Representation Process Improvement Event Coordination

Attachee

Taifa Sacco

May 2015 - Jul 2015 (2 months)

Processed client financial statements, facilitated loan applications, and delivered extension services and training to support client profitability initiatives.

Loan Processing Training Clients Customer Service Data Entry

Education

Degrees, certifications, and relevant coursework

Masinde Muliro University of Science and Technology

Bachelor of Science, Agricultural Economics and Resource Management

2013 - 2016

Grade: Second Class Honors

Completed a Bachelor of Science in Agricultural Economics and Resource Management with Second Class Honors, focusing on agricultural systems, resource allocation, and economic analysis.