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elizabeth nderitu

@elizabethnderitu

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Results-driven Operations analyst focused on operational efficiency, customer retention, and growth.

Kenya

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What I'm looking for

I am seeking a role where I can drive operational improvements and customer retention using data, collaborate cross-functionally, and contribute to measurable growth.

I am a results-driven business analyst with hands-on experience in B2C and B2B customer support, customer retention, sales dashboarding, SOP mapping, and P&L analysis for market expansion. I deliver data-driven solutions that improve productivity, reduce costs, and align operations with strategic objectives.

In recent roles I led process improvement and automation projects that improved operational efficiency by up to 20%, co-created support ticketing logic handling 6k+ monthly tickets, and developed CRM flows that prevented loss of 2.7M KSH in upsell opportunities. I partner with cross-functional and international teams to drive sustainable growth and smooth execution of initiatives.

I leverage tools such as Google Sheets, Notion, Asana, Zendesk, and HubSpot to track performance, generate actionable insights, and support decision-making. I am committed to continuous improvement, strong customer relationships, and measurable business outcomes.

Experience

Work history, roles, and key accomplishments

Current

Operations Analyst

Current

Smile ID

Jun 2024 - Present (1 year 5 months)

Analyze operations and implement data-driven process improvements, driving up to 20% efficiency gains while monitoring KPIs and supporting cross-functional initiatives across Kenya, UK, Nigeria and South Africa.

Process Improvement KPIs Google Sheets Notion Asana Zendesk HubSpot Cross Functional Collaboration

Business Analyst

Mawingu Networks Limited

Oct 2022 - Mar 2024 (1 year 5 months)

Designed CRM flows and dashboards to prevent a 2.7M KSH loss in upsell opportunities, built support ticketing logic for 6k+ monthly tickets, and led expansion planning and P&L reviews for new market entries.

CRM Dashboarding Customer Retention Sales Process Optimization Excel

Account Manager

Mawingu Networks Limited

Feb 2018 - Oct 2022 (4 years 8 months)

Managed a portfolio of 800+ customers generating 1.8M KSH recurring revenue, reduced B2B churn to 3% through proactive health checks, and handled high-volume inbound customer support and lead generation.

Account Management Customer Retention Inbound Lead Generation Relationship Management Revenue Growth Reporting Excel

Sales Representative

Knight Frank

Jan 2018 - Aug 2018 (7 months)

Drove customer engagement and onboarding for 500+ clients, upsold complementary products to ~60% of customers annually, and supported marketing events, earning Salesperson of the Year in 2018.