Open to opportunities

catherine nyambura

@catherinenyambura

Program Analyst who delivers measurable program operations and exceptional customer service through data-driven coordination.

Kenya

Message

What I'm looking for

I’m looking for a role where I can coordinate program operations with strong service delivery, use analytics for decision-making, and support teams through clear communication and stakeholder engagement—while growing in impact and responsibility.

I’m a results-driven Program Analyst with experience in program operations, kitchen management, customer service, and hospitality operations. I coordinate operational activities, support program implementation, and ensure service delivery standards are met while keeping teams focused on outcomes.

In my current role as Program Analyst at Food4Education, I oversee county-level feeding program operations in Murang’a County and monitor operational performance to ensure children receive healthy meals daily. I prepare analytical reports to support decision-making and performance evaluation, and I analyze program data to track meal distribution efficiency and identify areas for improvement across schools.

Before that, I strengthened my front-line service skills as a Receptionist for The Living Adventure (Accor). I managed front desk operations, greeted clients and visitors professionally, maintained guest records using the Hotelogix PMS system, and resolved customer inquiries to ensure satisfaction through clear communication and reliable follow-through.

I also bring customer-facing and communication strength from call center and telesales work, including managing online customer chats for guests booking accommodations via Vacasa.com and handling inbound and outbound calls with daily targets of 100+ calls. Alongside this, my background in counselling psychology has built my counselling & psychotherapy approach, emotional intelligence, and people-management skills that help me support stakeholders, de-escalate concerns, and collaborate across teams.

Experience

Work history, roles, and key accomplishments

Program Analyst

Food4Education

Feb 2023 - Apr 2026 (3 years 2 months)

Oversee county-level feeding program operations in Murang’a County, coordinating kitchen delivery and ensuring children receive healthy meals daily. Monitor operational performance and analyze program data to improve meal distribution efficiency and inform reporting.

Program Operations Stakeholder Engagement Data Analysis Performance Monitoring Report Preparation Meal Distribution

Receptionist

The Living Adventure (Accor)

Sep 2022 - Dec 2022 (3 months)

Managed front desk operations, greeting clients and handling customer inquiries to maintain a professional, welcoming environment. Maintained guest records in Hotelogix PMS and coordinated calls and appointments to ensure smooth guest communication.

Front Desk Operations Hotelogix PMS Guest Relations Customer Service Appointment Coordination Record Management Professional communication

Customer Service Rep

Call Center International

Jun 2022 - Aug 2022 (2 months)

Managed online guest chats for accommodation bookings via Vacasa.com, resolving booking inquiries and complaints promptly. Documented interactions accurately to support quality assurance and service consistency.

Chat Support Quality Assurance Customer Service Communication

Telesales Agent

Call Center Universe

Jun 2021 - Jun 2022 (1 year)

Handled inbound and outbound calls while meeting daily targets of 100+ calls through product and service promotion. Identified sales opportunities and leads to support pipeline growth and maintain strong customer relationships.

Outbound Calling Lead Generation Sales Prospecting Product Promotion Customer Relationship Management

Counselling Trainee

Care for AIDS

Sep 2019 - Nov 2019 (2 months)

Conducted and supervised counselling sessions to support clients’ emotional and psychological well-being. Assisted senior psychologists with initial assessments and case documentation, and supported psychoeducation and mental health awareness activities.

Counselling Case Documentation Emotional Support Communication

Volunteer Counselling Support

Hatua Organization

Jan 2018 - Sep 2018 (8 months)

Provided basic psychological support to pupils experiencing emotional challenges and guided children through conversations that promoted emotional well-being. Identified students needing counselling, facilitated referrals, and collaborated with teachers to support a safe learning environment.

Psychological Support Counselling Guided Conversations Well Being Support Referral Coordination Collaboration With Teachers