mercy chagali

I’m a results-oriented operations and project coordination specialist with over a decade of experience aligning cross-functional teams to organisational goals. I’m client-focused, but I run my work with rigorous standards—turning strategy into dependable, measurable execution.

Across my commercial leadership, I’ve maintained a 90% contract renewal rate over ten years and driven a 25% increase in annual revenue through precise promotional strategies. I’ve built and managed 55+ accounts, owned key operating outcomes, and kept business performance steady through disciplined planning and accountability.

In my recent role as an Executive Project Manager Assistant (AchieveTestPrep, Remote), I bolstered client retention in a distributed customer success environment, achieving a 10% decrease in churn through proactive account tracking and strategic interventions. I also partnered with a Senior Retention Director on high-stakes work, including comprehensive Salesforce audits during software transitions to ensure data accuracy.

Earlier, I scaled operations and execution as a General Manager (GiftVillage Limited, Nairobi) with full P&L oversight, end-to-end tender lifecycle management, and workflow streamlining across accounts receivable, billing, and supplier reconciliations. I’ve also strengthened delivery through event operations leadership (Chefs by Design) and executive support (Signature Kenya Limited), including cost optimisation, vendor negotiation, and continuous improvements to service standards.