Mercy Wakesho
@mercywakesho
Customer success and operations leader driving adoption, retention, and operational excellence.
KenyaWhat I'm looking for
I am a Customer Success and Operations leader with 4+ years' experience in fintech and financial services, focused on driving customer adoption, operational excellence, and measurable business impact. I specialize in client onboarding, service delivery optimization, and implementing digital process improvements.
At Watu Gari Limited I led renewal management, contract negotiations, debt recovery, and vendor partnerships, delivering outcomes such as a 90% improvement in operational efficiency, 92% portfolio recovery improvement, and a 75% cost reduction through strategic vendor agreements. I also reduced claims costs by 60% through fraud analysis and improved customer satisfaction scores by 50% via stronger stakeholder communication.
I lead and develop high-performing teams, design compliance frameworks and SOPs, and run executive QBRs to present ROI analyses and actionable insights. I am seeking roles where I can scale customer success operations, optimize processes, and partner with leadership to drive revenue and retention.
Experience
Work history, roles, and key accomplishments
Customer Operations Manager
Watu Gari Limited
Jan 2024 - Present (2 years 2 months)
Orchestrated end-to-end renewal and recovery operations for B2B clients, negotiating contracts and vendor partnerships that improved operational efficiency by 90% and reduced costs by 75%; led a 15-person recovery team to achieve 92% portfolio improvement.
Insurance Head
Watu Gari Limited
Jul 2023 - Present (2 years 8 months)
Managed insurance negotiations and claims partnerships, implemented SOPs and compliance frameworks, and executed analyses that reduced claims costs by 60% while ensuring full coverage across financed assets.
Debt Recovery Supervisor
Watu Gari Limited
Apr 2022 - Dec 2023 (1 year 8 months)
Led collections and asset recovery operations, negotiating vendor contracts and streamlining workflows to sustain daily collection rates of 75%+ and ensure compliant repossession and yard management.
Customer Success Associate
Watu Gari Limited
Mar 2021 - Dec 2023 (2 years 9 months)
Served as first point of contact for clients, drove onboarding and KYC compliance, identified upsell opportunities, and mentored a team of 3 customer care officers while producing monthly financing reports for senior management.
Education
Degrees, certifications, and relevant coursework
Jomo Kenyatta University of Agriculture and Technology
Bachelor of Purchasing and Supply Chain Management, Purchasing and Supply Chain Management
2016 - 2021
Completed a Bachelor of Purchasing and Supply Chain Management focused on procurement, logistics, and supply chain operations.
Nembu Girls High School
Kenya Certificate of Secondary Education, Secondary Education
2012 - 2015
Completed Kenya Certificate of Secondary Education with coursework preparing for tertiary studies.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Salary expectations
Job categories
Skills
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