Open to opportunities

Miriam Ng'ang'a

@miriamnganga1

Message

Seasoned operations and business manager driving efficiency, finance, and service excellence.

Kenya

Message

What I'm looking for

I seek a strategic operations or business development role where I can lead service transformation, mentor teams, and drive measurable financial and CX improvements within a mission-driven culture.

I am a results-driven operations and business leader with 20+ years delivering operational efficiency, financial stewardship, and service transformation across private, media, and faith-based organizations. I have led large-scale service design and process optimization initiatives that improved First Contact Resolution from 67% to 84% and raised NPS from -19 to 13 while increasing annual tax returns from 4.4M to 5.6M.

I combine strong people leadership, project and budget management, and data-driven improvement frameworks with deep experience in mentorship, discipleship programming, and community development. I am currently pursuing a Degree in Counseling Psychology to strengthen my guidance and relational support capabilities and continue driving organizational impact.

Experience

Work history, roles, and key accomplishments

Current

Business Development Manager

Current

Omo Homes

Jan 2023 - Present (2 years 11 months)

Conceived and implemented enterprise service strategies across 108 service centers, improving First Contact Resolution from 67% to 84% and raising NPS from -19 to 13 while increasing annual tax returns from 4.4M to 5.6M.

Service Design Customer Experience Stakeholder Engagement Data Analysis Process Optimization Revenue Growth Performance Management

Operations Manager

Alama Meda

Jan 2014 - Dec 2022 (8 years 11 months)

Directed operations and resource deployment for media and consultancy projects, established company culture, and managed multi-project delivery and budgets over eight years to improve efficiency and client satisfaction.

Operational Management Project Management Budgeting Team Leadership Resource Planning Process Improvement Client Relations Media Production

Financial Manager

Lovesshack Kenya

Jan 2011 - Dec 2014 (3 years 11 months)

Managed organizational finances including budgeting, forecasting, reporting, and financial controls to protect assets and inform strategic planning across departments.

Financial Reporting Budgeting Forecasting Financial Control Accounts Payable Accounts Receivable Financial Analysis Strategic Planning

Station Controller

Kentaco Taxis

Mar 2005 - Oct 2008 (3 years 7 months)

Optimized driver schedules and route planning, managed fleet maintenance and compliance with transport regulations, and implemented GPS tracking to improve operational oversight.

Fleet Management Route Planning Regulatory Compliance Scheduling GPS Record keeping

Receptionist

Alliance Girls High School

Jan 1998 - Dec 2000 (2 years 11 months)

Managed front-desk operations, high-volume communications, mail and payment processing, and maintained confidentiality of sensitive student and school financial information.

Reception Administration Clerical Support Confidentiality Customer Service Records Management