Open to opportunities

Michael Wanjohi

@michaelwanjohi

Message

Operations Management professional improving customer loyalty through data-driven performance and process excellence.

Kenya

Message

What I'm looking for

I’m looking for an operations management role where I can streamline workflows with data, coach teams, ensure compliance, and grow customer engagement through loyalty and customer support initiatives that deliver measurable business growth.

I’m an operations management professional with extensive experience in customer support and business development across diverse sectors, including banking and loyalty programs. In my current role, I oversee daily operations for merchants in Kenya, resolve client inquiries, and spearhead training that helps teams fully utilize gift card solutions—driving adoption, sales, and long-term engagement.

I also partner with cross-functional teams to design and launch innovative loyalty programs for banks across Africa, while enforcing organizational policies and quality standards. I use reporting and data analysis to monitor performance against targets, identify improvement opportunities, and enhance customer experiences—backed by earlier experience as a Sales Executive at Safaricom and as a Cash Officer at ABC Bank, where I led cash balancing, compliance, and teller training.

Experience

Work history, roles, and key accomplishments

Current

Customer Support & Ops

Current

Giift Management Asia Pte Ltd

Apr 2018 - Present (8 years 2 months)

Provided timely customer support and resolved client issues to strengthen loyalty to Giift’s services. Oversaw Kenyan merchants, trained merchants on gift card solutions, and supported cross-functional launches of loyalty programs for African banks.

Customer Support Operations Management Merchant Support Loyalty Programs Staff Training Zendesk Fulfillment Management Compliance

Sales Executive

Safaricom Limited

Dec 2015 - Nov 2017 (1 year 11 months)

Identified business opportunities by researching and analyzing sales options, then developed prospect relationships to recommend tailored solutions. Monitored sales performance against targets, produced sales reports, and supported team training to improve effectiveness.

Sales Prospecting Relationship Management Sales Reporting Performance Monitoring Market Research Customer Engagement Policy Compliance

Cash Officer

African Banking Corporation (ABC Bank)

Jan 2014 - Sep 2014 (8 months)

Managed daily cash balancing for tellers, resolved discrepancies, and ensured shortages/excess reports were submitted on time. Trained new tellers, supported regulatory and manual compliance, and improved branch operational efficiency through workflow and scheduling.

Staff Training Regulatory Compliance Branch Operations Quality Control

Customer Service Rep

ABC Bank

Feb 2011 - Jan 2014 (2 years 11 months)

Processed cheques, cash deposits, and withdrawals while verifying authenticity and accuracy in customer accounts. Delivered consistent customer service with attention to detail and compliance with banking procedures.

Cheque Processing Cash Withdrawals Customer Service Attention To Detail Quality Control

Vehicle & Asset Finance Consultant

CfC Stanbic Bank

May 2010 - Jan 2011 (8 months)

Advised clients on vehicle and asset financing by evaluating credit applications and proposing tailored solutions. Built client relationships to support financing outcomes aligned to customer needs.

Credit Applications Financial Advisory Customer Relationship Management Sales Consultation Policy Compliance

Registration Assistant

Catholic University of Eastern Africa

Aug 2009 - Mar 2010 (7 months)

Supported student registration by managing enrollment data and ensuring documentation was complete. Resolved registration issues in coordination with administrative staff to maintain smooth enrollment processes.

Student Registration Document Verification Administrative Support Process Compliance