Rosa Gathu

• Identified the need for clearer operational structure as the organization grew and built simple systems supporting day-to-day delivery across volunteer coordination, fundraising, events, inventory, and internal operations.
• Created structured tracking systems for potential sponsors and partners, improving visibility into relationship stages, follow-ups, and next steps.
• Developed repeatable wo

Identified the need for clearer operational structure as the organization grew and built simple systems supporting day-to-day delivery across volunteer coordination, fundraising, events, inventory, and internal operations. Created structured tracking systems for potential sponsors and partners, improving visibility into relationship stages, follow-ups, and next steps.

• Helped startups and small businesses bring structure to day-to-day operations by designing practical workflows, organizing data systems, and improving task visibility across remote teams.
• Identified fragmented processes, duplicate work, and unclear ownership, then built systems that made execution easier for founders and small teams.
• Created SOPs, improved tracking and reporting workflows, a

• Identified workflow bottlenecks affecting loan review turnaround times and SLA adherence across Kenya and Tanzania, working across operational teams to improve coordination and handoffs.
• Improved visibility into operational performance by creating clearer reporting flows, enabling teams to identify bottlenecks, monitor workloads, and make faster decisions.
• Supported the launch and stabilizat

• Identified workload and capacity gaps across Loan Review, Collections, Customer Support, Billing, and Repayment Operations and pioneered a cross-functional Reliever Team to stabilize service levels during leave periods and workload surges.
• Built a team capable of supporting multiple operational functions, allowing work to be redistributed where demand was highest without additional hiring.
• I

• Managed a 20-person customer support team across social media and digital care channels, overseeing daily performance, workload distribution, and service quality.
• Identified gaps in service coverage and restructured team scheduling and workflows to expand support from 12 hours to round-the-clock coverage, improving service availability and continuity.
• Improved response speed and SLA performa

• Helped pioneer the company's social media support function while the channel was still emerging, contributing to the processes used to manage customer engagement across digital channels.
• Managed customer issues across social media and email, ensuring concerns were addressed and escalated appropriately.
• Supported customer engagement and upsell initiatives through digital channels, connecting

Pursued a Bachelor of Technology in Business in Technology, focusing on the intersection of business and technology.