Herman Miller
@hermanmiller
Operations executive consulting to Sama, who cut escalations by 70%+ and built multi-site systems across Kenya and Uganda.
KenyaWhat I'm looking for
At Sama, I held Director-level accountability for a 1,500-person workforce across Kenya and Uganda and a $15M annual revenue portfolio. I achieved 100% of revenue targets while embedding impact objectives into operating decisions; 60% of the programme management team I led was developed in-house.
I led the design and implementation of performance dashboards that reduced escalations by more than 70% and turnaround time by more than 50%. I also standardised quality frameworks using ISO 9001 principles, built risk models that reduced operational downtime by 25%, and designed training programmes that cut onboarding ramp time by 50%.
Experience
Work history, roles, and key accomplishments
Providing independent consulting support to Sama on project-related matters, including data searches and structured responses to requests.
Directed service delivery, analytics, training, change management, compliance, and quality across multiple sites in Kenya and Uganda, delivering a $15M annual revenue portfolio. Achieved 100% of revenue targets, reduced escalations by over 70%, and standardized processes using ISO 9001 principles.
Led programme managers across multiple concurrent large-scale programmes, achieving 100% compliance with quality and contractual standards and reducing project delays by 10%.
Delivered high-impact cross-functional projects on time and within budget, implementing performance tracking systems that improved milestone visibility by 30% and building client engagement processes.
Customer Service Account Supervisor
Horizon Contact Centers Ltd
May 2017 - Feb 2018 (9 months)
Supervised 20+ agents, improving customer satisfaction by 15% and operational efficiency by 12% through structured coaching and training.
AC and HVAC Service Team Leader
Hotpoint Appliances Ltd
Jul 2012 - Apr 2016 (3 years 9 months)
Led service operations, technician performance management, and monthly operational reporting across installation and maintenance teams.
Service Delivery Manager
Kencall
Dec 2008 - Jun 2012 (3 years 6 months)
Progressed through four roles in 3.5 years, building expertise in SLA governance, quality assurance, and workforce scheduling in a high-volume contact centre.
Quality Auditor
TNS Research International Kenya
Aug 2006 - Dec 2007 (1 year 4 months)
Audited research operations to ensure accuracy, compliance, and service standards across all client engagements.
Education
Degrees, certifications, and relevant coursework
Nexford University
Bachelor of Business Administration, Business Administration and Management
Pursuing a Bachelor of Business Administration in Business Administration and Management, expected completion in December 2027.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Salary expectations
Social media
Job categories
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