Open to opportunities

Claire Akinyi

@claireakinyi

Message

Operations manager driving team performance, process improvements, and exceptional event delivery.

Kenya

Message

What I'm looking for

I seek a role where I can lead operations or projects, improve processes, mentor teams, and contribute to measurable service and efficiency gains.

I am a dynamic operations leader with proven experience managing multidisciplinary teams, optimizing processes, and coordinating complex events to deliver measurable results. I have led quality initiatives, implemented process improvements, and managed operational budgets to meet organizational targets.

My background includes team leadership in contact center operations, quality analysis, clerical administration, and event project management where I improved first-call resolution, reduced handling times, and executed successful events through strong vendor negotiation and logistical oversight.

I prioritize clear communication, stakeholder collaboration, and contingency planning to ensure continuity and high customer satisfaction, and I bring a track record of delivering operational efficiencies under pressure.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

CCI Kenya

Sep 2022 - Present (3 years 1 month)

Lead operational teams and project coordination to improve service delivery, implemented process improvements that reduced handling time and increased first-call resolution, and prepared KPI reports for senior management.

Operational Management KPIs Process Improvement Team Leadership Shift Scheduling Stakeholder Engagement Quality Control Budget Management

Quality Analyst

CCI Kenya

Feb 2021 - Sep 2022 (1 year 7 months)

Monitored KPIs and implemented quality control protocols to reduce defects, led root cause analysis and corrective actions, and trained teams on QA best practices to improve product reliability.

Quality Assurance KPIs Root Cause Analysis Process Improvement Auditing Training Cross Functional Collaboration & Compliance

Events Project Manager

Golden Memories Adventure and Events

Jul 2019 - Jul 2022 (3 years)

Managed event planning and on-site operations, negotiated vendor contracts and venues, coordinated suppliers and timelines, and conducted post-event evaluations to improve future events.

Event Management Vendor Management Contract Negotiation Site Operations & Compliance

Call Center Agent

CCI Kenya

Oct 2021 - Oct 2021 (0 months)

Handled customer interactions, monitored KPIs to identify improvement areas, implemented quality protocols, and provided training to improve first-call resolution and service quality.

Customer Service KPIs Quality Control Training Troubleshooting Documentation Communication

Clerical Officer

Ministry of Transport

Jan 2019 - Jan 2021 (2 years)

Managed mail and courier services, coordinated meetings and travel arrangements, and supported administrative operations while conducting audits to ensure adherence to procedures.