Open to opportunities

Miryam Mwikali

@miryammwikali

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Driven operations specialist with 7+ years of team performance experience.

Kenya

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What I'm looking for

I seek a role in a client-focused environment that values growth, teamwork, and proactive problem-solving.

I am a dedicated operations and team performance specialist with over 7 years of experience in coordinating cross-functional teams and optimizing workflows. My journey has been marked by a commitment to enhancing client-facing and internal service operations, where I have successfully managed remote teams and improved reporting processes using tools like Google Sheets and Trello.

In my recent role as a Team Leader at ICEA LION Group, I coached a 10-member advisory team to exceed revenue targets, implemented performance scorecards, and streamlined case handovers to enhance client engagement. My ability to resolve over 200 customer inquiries weekly while maintaining high service standards has been pivotal in driving customer satisfaction and retention.

I am passionate about applying my client success and remote support skills in a performance-driven environment that values relationship-building and proactive solutions. I thrive in settings that encourage a growth mindset and professional discretion, and I am eager to contribute to a team that prioritizes excellence and innovation.

Experience

Work history, roles, and key accomplishments

Current

Operations & Distribution Volunteer

Current

Community Foodbank

Jan 2023 - Present (2 years 7 months)

Assisted in the distribution of food and essential items to over 150 households. Coordinated with volunteers to ensure efficient and organized delivery operations.

Logistics Coordination Donation Management Volunteer coordination Resource Allocation Inventory Control Community Engagement distribution management Team Collaboration event support Data Tracking

Current

Admin & Event Coordinator

Current

Ruach Assemblies

Jan 2023 - Present (2 years 7 months)

Coordinated administrative tasks and managed event logistics for various church activities. Supported the planning and execution of community outreach programs and internal gatherings.

Event Planning Administrative Support Task Management Coordination Communication Records Management Volunteer Management Community Engagement Logistics Coordination

Current

Team Leader – Financial Advisor

Current

ICEA LION Group

Nov 2022 - Present (2 years 9 months)

Coached a 10-member advisory team to exceed quarterly revenue targets by consistently aligning performance to structured KPIs, resulting in cumulative premiums. Facilitated virtual onboarding and ongoing coaching through Zoom, WhatsApp and digital performance trackers to support remote and hybrid team members.

Team Management KPI Tracking Sales Coaching Workflow Optimization performance reporting Onboarding Lead Conversion CRM Management

Customer Experience Associate

CCI Kenya

Nov 2020 - Oct 2022 (1 year 11 months)

Resolved over 200 customer inquiries weekly by delivering tailored support across voice and non-voice channels in a fast-paced environment, helping to optimize Average Speed to Answer (ASA) and Average Handle Time (AHT) while improving CSAT and retention rates. Provided virtual support through internal CRM systems and chat tools, ensuring seamless communication in a fully remote setting and mainta

Customer Support CRM Management Data Analysis Process Improvement Client Relationship Management Quality Assurance

Customer Care Agent

Horizon Contact Center

Aug 2019 - Mar 2020 (7 months)

Handled 100+ customer queries daily via phone and email, ensuring prompt resolution and maintaining high-quality service delivery within SLAs in a fast-paced, multitasking environment, with performance monitored through ASA, AHT, and CSAT. Provided support through remote call systems and internal dashboards, helping ensure continuity in service and alignment with customer expectations while contri

Customer Support Email Support CRM Management SLA Management Data Entry Performance Monitoring Service Delivery

Operations Support Assistant

Jopema Enterprises

Jan 2019 - Jul 2019 (6 months)

Managed over 300 product SKUs by updating inventory logs and coordinating real-time stock adjustments, helping to maintain consistent delivery and client satisfaction improvement through accurate supply control. Used WhatsApp and mobile trackers to communicate restocking needs and price updates with remote team members, ensuring a timely response to operational requests and supporting SLAs for del

Inventory Control Logistics Coordination Data Entry performance reporting Supply Chain Management Customer Engagement Process Integrity Sales Targets

Education

Degrees, certifications, and relevant coursework

Nairobi Aviation College

Certificate, Computer Packages

2019 - 2019

Acquired proficiency in various computer packages essential for modern business operations. This certification enhanced digital literacy and technical skills.

St. Paul’s University

Bachelor of Business Administration, Business Administration & Management (Supply Chain & Logistics)

2016 - 2019

Focused on Supply Chain & Logistics, gaining expertise in managing product SKUs, inventory logs, and coordinating stock adjustments. Developed skills in maintaining consistent delivery and improving client satisfaction through accurate supply control.

St. Paul’s University

Diploma in Business Administration, Business Administration

2014 - 2016

Completed a diploma program providing foundational knowledge in business administration principles. This included an introduction to various aspects of business operations and management.

Nairobi Aviation College

Certificate, Business Management

2014 - 2014

Completed a certificate program focusing on core business management principles. This provided a solid understanding of organizational structures and operational strategies.