constance nganga
@constancenganga
I improve ERP customer outcomes through implementation, service delivery, and account growth.
KenyaWhat I'm looking for
I'm currently strengthening service delivery and customer experience at Optimum Computer Systems, where I helped raise First-Contact Resolution from 45% to 70% and contributed to 98.5% SLA adherence across critical touchpoints.
At ABNO Softwares International, I managed enterprise customer relationships, technology delivery, operations, vendors, and commercial performance for the CoreLink Division. I maintained 99.99% platform availability, reduced operational overhead by 15%, and achieved 96% vendor delivery accuracy through SLA/OLA management.
I've spent more than 12 years helping customers implement, adopt, optimize, and support ERP and enterprise software. I translate business, finance, and operational needs into practical technology solutions while managing escalations, training users, and building lasting customer value.
Experience
Work history, roles, and key accomplishments
Customer Experience Manager
Optimum Computer Systems
Aug 2026 - Present (1 month)
Strengthened service delivery and customer experience processes, standardizing escalation procedures and improving first-contact resolution from 45% to 70%. Introduced service performance tracking and customer health indicators, achieving 98.5% SLA adherence.
Education
Degrees, certifications, and relevant coursework
IBM
Essential Management Skills, Management
Completed essential management skills training to strengthen managerial capabilities.
EAZL
Advanced Management Training, Management
Completed advanced management training to enhance leadership and operational skills.
Jomo Kenyatta University of Agriculture and Technology
Master of Business Administration, Finance
Pursued an MBA in Finance, gaining advanced knowledge in financial management and business strategy.
Jomo Kenyatta University of Agriculture and Technology
Bachelor of Commerce, Finance
Grade: Upper Second Class Honours
Earned a Bachelor of Commerce in Finance with Upper Second Class Honours, building a strong foundation in business and financial processes.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Salary expectations
Job categories
Skills
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