Open to opportunities

neema njambi

@gracemachua

Message

I am a sales & operations leader driving retention, efficiency, and revenue growth in fintech.

Kenya

Message

What I'm looking for

I seek a customer-facing sales-ops or account management role at a growth-oriented fintech where I can optimize workflows, improve retention, mentor teams, ensure compliance, and use data to drive revenue.

I am a sales and operations professional with over six years' experience in fintech and banking, focused on client retention, operational efficiency, and revenue growth. I combine CRM expertise (Salesforce, Zoho) with data tools (Power BI, SPSS) to deliver actionable insights.

At AZA I led high-volume sales administration, improved SLA adherence to 98%, cut processing time by 20%, and boosted customer satisfaction by 25% through coaching and process optimization. I partnered with legal, compliance, and product teams to reduce escalations and increase recurring business by 10%. I mentored colleagues and stepped into leadership during high-volume periods.

I thrive in fast-paced, cross-functional environments where I bridge client needs and internal teams to drive sustainable growth. I am motivated to continue improving workflows, compliance, and client outcomes in customer-facing operations roles.

Experience

Work history, roles, and key accomplishments

Current

Sales Operations Coordinator

Current

Aza Finance Limited

Jan 2025 - Present (8 months)

Directed daily operations for a high-volume sales administration team, achieving 98% on-time SLA compliance and improving customer satisfaction by 25%. Optimized transaction and reporting workflows to cut processing time by 20%, reduced escalations by 15%, and drove a 10% increase in recurring business through client liaison and upsell.

Salesforce SLA Management Process Optimization Account Management Reporting Power BI Compliance Customer Success

Senior Sales & Operations Associate

Aza Finance Limited

Jan 2024 - Dec 2024 (11 months)

Delivered customer-centric solutions achieving a 95% client satisfaction rate and reduced process inefficiencies by 20%. Resolved 100+ client queries monthly within SLA, minimized escalations by 30%, increased repeat transactions by 15%, and supported a 10% revenue uplift from existing clients.

Client Relationship Management Salesforce Workflow Optimization SLA Management Reporting Zendesk Upselling Compliance

Sales Administrator Associate

Aza Finance Limited

Aug 2021 - Dec 2023 (2 years 4 months)

Championed a customer-first approach that boosted client satisfaction scores by 25% and streamlined transaction workflows to reduce inefficiencies by 20%. Acted as key liaison resolving queries with a 95% resolution rate, improving retention by 15% and supporting a 10% growth in repeat transactions.

Account Management Process Improvement Zendesk Reporting Customer Success SPSS

Agent Banker

Co-operative Bank of Kenya

Jan 2019 - Jul 2021 (2 years 6 months)

Managed relationships with 50+ agents and merchants, driving a 20% growth in deposits and increasing daily transaction volumes by 15% through training and performance reviews. Migrated customers to digital channels (25% uplift), ensured 100% compliance in agent audits, and cross-sold products contributing a 10% revenue increase per agent.

Training Auditing Transaction Monitoring Sales Customer Onboarding Performance Analysis