Julian Nyaga

Supported the Sub-Saharan Africa (SSA) Operations Team by assisting Heroes with the end-to-end driver onboarding process. Provided real-time support via Zendesk live chat to ensure a seamless onboarding experience, enabling drivers to start earning quickly and allowing Heroes to meet their incentive targets efficiently.

Provided world-class inbound and outbound support to driver-partners, understanding complex product workings across SSA to troubleshoot contacts and minimize driver-partner offline time. Collaborated with multiple teams across the business to conduct monthly campaigns, developing strategies that led to a 15% month-on-month conversion rate and bolstered Uber’s presence within these cities.

Represented Jomo Kenyatta University of Agriculture and Technology during the rollout of Kenya’s Digital Literacy Programme within Nyandarua County. Led and oversaw the training of over 1000 teachers and staff, and supported the technical team responsible for assembling devices and configuring their networks to provide the designed learning experience.

Responsible for optimizing and maintaining existing processes and ensuring new equipment and processes integrated smoothly into routine business operations. Managed data sanitation, inspections, and assessment reports, while also providing technical support, system testing, and reporting for internal systems and staff, and managing client accounts through internal credit control processes.

Completed a program focused on advanced end-user support. Gained skills in troubleshooting and providing technical assistance.

Pursued a Bachelor's degree focusing on the intersection of business principles and information technology. Developed a strong foundation in IT concepts and their application in a business context.