JWJULIUS WATHIKA
@juliuswathika
Experienced operations and customer success professional driving business performance.
KenyaWhat I'm looking for
I am an experienced operations and customer success professional with a proven track record of enhancing business performance through strategic operational management, customer lifecycle management, and process optimization. My expertise lies in driving revenue growth, minimizing customer churn, and building trusted relationships with key stakeholders.
Throughout my career, I have successfully managed cross-functional teams and implemented performance management systems that have led to significant operational cost reductions and increased profits. I am recognized for my leadership in delivering exceptional customer experiences and for my ability to execute customer success playbooks that achieve measurable outcomes.
Experience
Work history, roles, and key accomplishments
Operations Manager
Gccx/American Collection Enterprise Incorporated
Apr 2023 - Present (2 years 1 month)
Managed cross-border teams in India and Kenya, ensuring operational excellence and compliance training for new hires. Streamlined processes, resulting in a 30% reduction in operational costs and 100% increased profit. Resolved escalations using CRM tools, reducing unresolved cases by 20% monthly.
Assistant Operations Manager
Techno Brain Group Limited
Aug 2021 - Present (3 years 9 months)
Led collections teams, achieving a 40% increase in sales through performance coaching and process optimization. Conducted market research to align operations with industry trends and competitive benchmarks. Developed comprehensive reports to inform data-driven decision-making and customer retention strategies.
Team Supervisor - International Debt Collections Team
Techno Brain Limited
Dec 2020 - Present (4 years 5 months)
Created reports for clients, ensuring visibility into customer success metrics. Managed 15 agents supporting US-based clients in international customer support and debt collection, achieving a 30% improvement in customer issue resolution. Delivered targeted coaching to drive customer engagement and optimize account performance, resulting in a 15% increase in Net Promoter Scores (NPS).
Team Supervisor
Horizon Contact Center (HCC)
Jul 2019 - Present (5 years 10 months)
Empowered team members through delegation and performance expectations, increasing revenue by 20%. Monitored service quality standards, resolving issues promptly to boost customer satisfaction. Supervised 20 agents supporting MultiChoice / DStv customers; increased customer retention by 25% through proactive service and issue resolution strategies.
Customer Service Agent (DSTV)
Horizon Contact Centers (HCC)
Apr 2018 - Present (7 years 1 month)
Utilized CRM systems to track interactions, improving customer retention by 25%. Acted as a trusted advocate for customers, resolving escalations and maintaining brand reputation. Managed inbound/outbound calls for MultiChoice Kenya clients, resolving queries with empathy and professionalism.
Education
Degrees, certifications, and relevant coursework
Word Of Faith Bible Institute
Basic Certificate Course, Bible Studies
Completed a foundational course in biblical studies. Gained insights into theological concepts and religious principles.
Zetech University
Diploma, Journalism And Mass Communication
Acquired a diploma in Journalism and Mass Communication. Developed skills in media production, reporting, and communication strategies.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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