Open to opportunities

Diana Muchoki

@dianamuchoki

Message

Experienced Operations Leader driving client satisfaction and business growth.

Kenya

Message

What I'm looking for

I seek a role that values strategic growth, team development, and client satisfaction.

As an Operations Leader with over 10 years of experience, I have successfully managed high-performing teams and driven client satisfaction through strategic initiatives. My expertise lies in aligning service delivery with client goals, ensuring SLA excellence, and maintaining strong relationships with key stakeholders. I adopt a data-informed, people-first leadership approach that emphasizes clarity, accountability, and continuous improvement.

Throughout my career, I have overseen the full lifecycle of team management, from recruitment to performance optimization. I have led projects that enhance operational efficiency and team culture, contributing to revenue retention and margin growth. My commitment to fostering a motivating work environment has resulted in increased team engagement and improved performance metrics.

My professional development has been shaped by influential works such as 'Traction' by Gino Wickman and 'Radical Candor' by Kim Scott, which have informed my leadership style and operational strategies. I am passionate about driving growth through effective team management and strategic client relationships, ensuring that both organizational and client needs are met with excellence.

Experience

Work history, roles, and key accomplishments

Current

Service Delivery Director

Current

Influx Inc

Nov 2022 - Present (2 years 7 months)

Acted as the primary liaison for client partnerships, ensuring SLA adherence and a proactive approach to client needs and escalations. Drove revenue retention and margin growth by aligning delivery excellence with cost-effective operations and continuous value delivery.

SLA Management Client Relationship Management Revenue Strategic Planning Team Leadership Performance Management Process Improvement NRR%Client Lifecycle Management

Service Delivery Manager

Influx Inc

Oct 2020 - Oct 2022 (2 years)

Oversaw the onboarding process for new clients, ensuring seamless implementation of services and establishing strong relationships. Managed the recruitment process for a team of 45-55 direct reports, overseeing onboarding, training, coaching, and performance monitoring.

Onboarding Relationship Building Team Management Recruitment Training Coaching Performance Monitoring SLA Management

Client Success and Operations Coordinator

Rocket Products Ltd.

Sep 2016 - Oct 2020 (4 years 1 month)

Managed overall operations for the Kenya office, developing and implementing operational standards and procedures to streamline processes. Handled blue-chip client accounts, providing exceptional customer service and support while identifying opportunities for upselling and cross-selling.

Operations Management Logistics Coordination Administrative Support Customer Success Management Business Development Market Research Marketing Campaigns Process Improvement Client Relationship Management

Customer Success Executive

Ramco Printing Works

Oct 2014 - Apr 2016 (1 year 6 months)

Facilitated smooth onboarding processes for new clients and built strong relationships to understand their needs. Managed client orders from inception to completion, coordinating with internal teams to ensure timely delivery and quality assurance.

Onboarding Relationship Management Customer Support Order Management Upselling Cross Selling Performance Tracking CRM Management

Digital Content Officer

The Quantum Group Limited

Sep 2012 - Jun 2014 (1 year 9 months)

Provided comprehensive support to customers who purchased mobile devices, addressing inquiries and resolving issues promptly. Diagnosed and troubleshooted technical issues with mobile devices, guiding customers through resolution steps.

Customer Support Technical Troubleshooting Troubleshooting Data Analysis Quality Assurance Training

Education

Degrees, certifications, and relevant coursework

Jomo Kenyatta University of Agriculture and Technology

Bachelor in Business and Information Technology, Business and Information Technology

Completed a Bachelor's degree in Business and Information Technology. The program focused on the intersection of business principles and information technology applications.