Open to opportunities

Ryan Gakarier

@ryangakarier

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Customer Success & Operations specialist improving retention, onboarding, and workflow efficiency for startups.

Kenya

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What I'm looking for

I’m looking for a role where I can own customer success and client operations end-to-end—improving retention, onboarding, and response times—while collaborating cross-functionally, ideally with remote international teams and high-standards operational workflow.

I’m a Customer Success and Client Operations professional with 8+ years of experience managing customer relationships, service delivery, onboarding support, workflow optimization, and operational coordination in fast-paced, customer-facing environments. I’m known for improving customer experiences through responsive communication, escalation management, and process improvement.

In my freelance role, I provide remote customer success and operational support, managing approximately 40–60 customer interactions weekly through email, live chat, and CRM platforms. I support onboarding with setup, troubleshooting, workflow guidance, and product adoption—while maintaining accurate CRM records and ticket/workflow tracking in Zendesk and Freshdesk. I improved customer response timelines from over 24 hours to under 8 hours through workflow optimization initiatives and supported stronger onboarding completion through proactive customer communication.

Previously as an Operations Lead in Nairobi Street Kitchen, I supervised 15–20 staff members and led daily customer operations serving more than 300 customers daily. I reduced customer wait times through workflow coordination improvements, strengthened operational efficiency through scheduling and team communication, and maintained high customer satisfaction through proactive escalation management. I’ve also supported international ESG consulting operations remotely through reporting coordination, documentation management, stakeholder communication, and workflow support.

Experience

Work history, roles, and key accomplishments

Current

ESG Project Support Personnel

Current

International Consulting Team

Nov 2025 - Present (7 months)

Supported international ESG consulting operations by coordinating remote reporting workflows, maintaining documentation systems, and assisting with stakeholder communication materials. Helped organize ESG information through research and supported timely delivery of project outputs.

ESG Reporting Documentation Management Remote Collaboration Online Research

Current

Customer Success & Ops

Current

Freelance

Aug 2025 - Present (10 months)

Provided remote customer success and operational coordination, managing 40–60 customer interactions weekly and supporting onboarding and issue resolution. Improved customer response timelines from over 24 hours to under 8 hours through workflow optimization and proactive retention support.

& Customer Success Customer Relationship Management (CRM)Zendesk Freshdesk Customer Onboarding Support Escalation Management Workflow Optimization Operational Reporting

Operations Lead

Nairobi Street Kitchen

Feb 2021 - Aug 2025 (4 years 6 months)

Led daily customer operations serving 300+ customers per day, supervising 15–20 staff to maintain service quality and operational efficiency. Reduced customer wait times and improved workflow coordination through scheduling, escalation management, and operational reporting, while supporting onboarding and inventory coordination.

Customer Operations Management Team Leadership Customer Escalation Schedule Management Customer Onboarding Process Improvement

Banquet & Event Coordinator

Mövenpick Hotel Nairobi

Sep 2018 - Mar 2019 (6 months)

Assisted with corporate and social event coordination for 50–300 guests, supporting scheduling, logistics, and guest-focused operational planning. Coordinated communication across service, kitchen, and management teams to ensure smooth event delivery and responsive issue resolution.

Event Coordination Guest Service Scheduling And Operations Planning Communication

Receptionist

Dovenest Lodge

Dec 2017 - Jan 2018 (1 month)

Managed front desk operations including handling high call volumes, reservations, customer inquiries, and administrative support. Maintained accurate booking and customer records and coordinated with housekeeping and maintenance to support smooth service delivery.

Front Desk Operations Reservation Management Customer Service Call Handling Administrative Support Record keeping

Food & Beverage Service Associate

Kilaguni Serena Safari Lodge

Jan 2017 - Apr 2017 (3 months)

Provided customer support and service delivery assistance in a high-end hospitality environment for international guests. Supported workflow coordination and helped onboard incoming team members on service procedures and customer engagement practices.

Hospitality Customer Service International Guest Support Service Delivery Professional communication Operational Continuity

Food & Beverage Service Associate

Sarova Whitesands Beach Resort

Jan 2016 - Apr 2016 (3 months)

Supported daily customer operations in a busy international resort, helping coordinate workflows and maintain service continuity during peak periods. Assisted with inventory coordination and maintained professional communication with customers and operational teams to support efficient service delivery.

Peak Period Operations Operational Continuity