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Faith Njihia

@faithnjihia

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Data-driven operations specialist with expertise in customer operations.

Kenya

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What I'm looking for

I seek a dynamic role that fosters growth, innovation, and collaboration within a forward-thinking organization.

I am a solutions-driven operations specialist with over 5 years of experience in customer operations, product management, and relationship building. My proven ability to resolve over 800+ monthly customer inquiries and oversee the fulfillment of 1,500+ weekly orders has driven an impressive 18% annual sales growth in the mass market sector. I hold a Bachelor’s degree in Economics and Statistics and possess technical proficiency in SPSS, SQL, Tableau, and Excel modeling.

At Kasha Global Inc., I have successfully led mass market operations, recruiting and training over 200 sales agents across Kenya and expanding operations into Uganda. My strategic leadership has resulted in the development of effective strategies that enhance brand visibility and market penetration. I am passionate about leveraging data analytics and process optimization to deliver operational excellence and drive strategic growth through efficiency.

Experience

Work history, roles, and key accomplishments

Current

Head of Mass Market Operations

Current

Kasha Global Inc.

Nov 2022 - Present (3 years 1 month)

Leading mass market operations, I recruited and trained over 200 sales agents, optimized processes for fraud prevention, and managed inventory for 150+ products. I also conducted performance analytics and established compliance frameworks to enhance operational efficiency.

Team Leadership Process Optimization Inventory Management Performance Analytics Compliance Management Sales Strategy Market Insights Training Customer Relationship Management

Mass Market Customer Specialist

Kasha Global Inc.

Jan 2021 - Oct 2022 (1 year 9 months)

Managed over 1,800 monthly customer orders and resolved 300+ weekly inquiries. Increased repeat order rates by 15% through proactive customer engagement and escalated technical issues to IT for timely resolution.

Order Management Customer Support Sales Growth Technical Solutions Communication Skills Data Analysis Customer Engagement Problem Solving

Customer Care Agent

Kasha Global Inc.

Oct 2020 - Feb 2021 (4 months)

Resolved over 250 weekly customer complaints, achieving a 95% first-call resolution rate. Recommended process changes that improved customer experience and reduced call abandon rates by 8%.

Customer Service Process Improvement Communication Skills Data Analysis Team Collaboration Empathy

Fulfillment Agent

Kasha Global Inc.

Aug 2019 - Oct 2020 (1 year 2 months)

Picked and packaged over 2,500 weekly orders with a 99.7% accuracy rate. Managed payment collections and established security protocols to reduce inventory shrinkage by 10%.

Order Management Inventory Management Payments Security Protocols Logistics Coordination Process Optimization Data Management

Junior Data Analyst

Seven Seas Technologies

Jan 2019 - Jul 2019 (6 months)

Automated SQL queries to save data retrieval time and developed a Tableau dashboard to track customer churn. Conducted cost analysis that reduced expenses by 15% over a year.

Data Analysis SQL Tableau Excel Automation Reporting KPI Tracking Problem Solving

Education

Degrees, certifications, and relevant coursework

University of Nairobi

Bachelor of Arts, Economics & Statistics

2014 - 2018

Completed a Bachelor of Arts in Economics and Statistics, focusing on quantitative analysis, economic theory, and statistical methods. Developed strong analytical skills and proficiency in statistical software, preparing for a career in data-driven decision making.

University of Nairobi

Certificate in Statistical Packages, Statistics

2016 - 2017

Completed a Certificate in Statistical Packages, gaining advanced skills in Excel, STATA, and SPSS. This training provided a solid foundation for statistical analysis and data visualization techniques.

Vision Institute of Professional Studies

ICDL Certificate, Information Technology

2016 - 2016

Earned an ICDL Certificate, enhancing computer literacy and proficiency in various software applications, which supports effective data management and analysis in professional settings.