Open to opportunities

Herbert Amahwa

@herbertamahwa

I streamline executive operations and customer support teams through proactive coordination, process improvement, and technology-enabled service delivery.

Kenya

Message

What I'm looking for

I'm looking for an operations or executive support role where I can improve processes, coordinate cross-functional work, strengthen customer experiences, and use technology to keep teams organized and responsive.

I've supported executive operations at Athena, managing complex calendars, inboxes, travel logistics, projects, and documents with Google Workspace, SaneBox, TripIt, Asana, and Trello.

At KOKOFUEL and T-Mobile US, I improved customer operations through outreach, SOPs, escalations, feedback analysis, and team leadership—helping drive 95%+ call answer rates, 95% CSAT and NPS, and 82% first-call resolution.

Experience

Work history, roles, and key accomplishments

Executive Partner

Athena

Jan 2025 - Apr 2026 (1 year 3 months)

Managed executive inbox and email organization, coordinated complex schedules, booked travel, and handled project management tasks using various tools.

SaneBox Google Calendar TripIt Asana Trello Google Docs

Customer Relationship Manager

Koko Fuel

Feb 2024 - Sep 2024 (7 months)

Implemented outreach strategies and loyalty programs, streamlined operational procedures, handled escalations, and trained staff to improve customer retention and service metrics.

Zendesk Customer Retention Team Coordination Training Process Improvement

Customer Experience Manager

T-Mobile US, Inc

Oct 2020 - Dec 2023 (3 years 2 months)

Maintained SLA adherence, led initiatives to improve customer satisfaction, analyzed feedback, and supervised agents to ensure efficient support operations.

Salesforce CRM SLA Management Team Leadership Data Analysis