Looking for a job

Joan C Bett

@joancbett

Message

I build scalable client success and operations systems that improve retention and service delivery.

Kenya

Message

What I'm looking for

I'm looking for a client success, operations, partnerships, or program leadership role where I can build scalable systems, improve service delivery, resolve complex stakeholder issues, and turn operational data into decisions that drive retention and growth.

I build better client experiences by bringing people, processes, and operations together, bringing the ability to see both sides of the customer experience: the human relationship and the operational system behind it.
I’m particularly strong at:
→ Building and maintaining trusted client and stakeholder relationships
→ Understanding customer needs and translating them into action
→ Managing expectations, issues, and competing priorities
→ Improving processes and customer journeys
→ Coordinating cross-functional teams toward resolution
→ Using data, systems, and structured thinking to identify problems and opportunities
→ Creating clarity and accountability in fast-moving environments
→ Working independently and collaboratively across distributed teams

I’m now focused on opportunities where customer success, client relations, customer experience, and operations intersect, particularly within technology, SaaS, compliance, ESG, and other businesses where strong customer relationships are fundamental to growth and retention.

Experience

Work history, roles, and key accomplishments

Current

Supplier Intelligence Analyst

Current

Assent

Mar 2024 - Present (2 years 6 months)

Coordinate with customer-facing teams across multiple regions to resolve operational issues and manage stakeholder relationships. Led an AI-assisted workflow project that reduced manual administrative work by 46%.

Customer Relationship Management Escalation Management Executive Reporting Root Cause Analysis AI Workflow Automation Stakeholder Management

Current

Virtual Assistant, Senior Ghostwriter & Communications Strategist

Current

Territory Masters Group & International Clients

May 2020 - Present (6 years 4 months)

Provided executive support and communications strategy for international clients across time zones. Managed 120-150 weekly communications and coordinated 25-30 weekly meetings, maintaining 100% client satisfaction.

Executive Support Communications Strategy Calendar Management Project Coordination Customer Satisfaction

Strategic Relationship Manager

Education Partners Africa

Nov 2022 - Mar 2024 (1 year 4 months)

Managed strategic partner relationships and acted as primary point of coordination between clients, leadership, and internal teams. Resolved high-complexity escalations, contributing to an 87% portfolio recovery rate and identified KES 40M+ in expansion opportunities.

Account Management Customer Success Escalation Management Business Development Stakeholder Engagement Strategic Reporting

Client Services Manager

Izwe Loans Kenya Ltd

Aug 2019 - Oct 2022 (3 years 2 months)

Directed day-to-day operations across five Kenyan branches with a workforce of 40-65 employees. Built coaching programs that lifted staff retention to 90% and opened the Nakuru branch, growing it 100% in portfolio size and customer base.

Multi Site Operations SLA Management KPI Scorecards Quality Assurance Staff Coaching Performance Management Audit Readiness

Customer Experience Officer

Ngao Credit Ltd

Jan 2019 - Jul 2019 (6 months)

Developed customer experience initiatives that increased client satisfaction and retention by 40%. Implemented performance tracking and reporting systems for real-time visibility into service delivery.

Customer Experience Retention Performance Monitoring Reporting Customer Journey Design

Operations Manager & Country Lead

Dashi Events 4U

Aug 2017 - Dec 2018 (1 year 4 months)

Established full business operations from inception, including company registration, licensing, systems, staffing, and service delivery. Grew the business portfolio to over KES 20M and reduced employee turnover by 90% through coaching and accountability systems.

Start Up Operations People Leadership Recruitment Onboarding Performance Management Business Growth Process documentation