Looking for a job

Stella User

@stellauser1

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I lead service operations that improve client satisfaction, retention, and revenue.

Kenya

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What I'm looking for

I'm looking for an operations leadership role where I can improve service delivery, develop high-performing teams, strengthen client relationships, and drive measurable growth through strategic process optimization.

At Influx Inc., I lead service operations for global teams and international clients, strengthening service delivery through coaching, workforce management, stakeholder relationships, and continuous improvement. I designed a performance management framework that improved Executive Assistant retention by 90% and eliminated client escalations within four months.

I've expanded enterprise client revenue from USD 50,000 to USD 200,000 through enhanced support services and delivered an 80% team performance improvement. My background also includes operations at Card Group East Africa, Standard Chartered Bank, and KCB Bank Kenya, spanning process optimization, compliance, customer experience, and people development.

Experience

Work history, roles, and key accomplishments

Current

Service Operations Manager

Current

Influx Inc

Jun 2024 - Present (2 years 4 months)

Aligned team operations with company mission and values, provided training and resources to empower Executive Assistants, managed international stakeholder relationships, and led continuous improvement initiatives to enhance service delivery.

Operations Management Team Leadership Training Stakeholder Management Continuous Improvement Service Delivery

Client Services Team Lead

Influx Inc.

Sep 2020 - May 2021 (8 months)

Achieved and exceeded client service KPIs through effective scheduling, training, and team management. Managed client portfolios, developed robust relationships, and implemented performance management strategies to optimize client satisfaction.

Client Services Team Management Scheduling Training Performance Management Customer Relationship Management

Operations Manager/Personal Assistant to MD

Card Group East Africa Ltd

Feb 2020 - Jun 2020 (4 months)

Enhanced sales and service performance through staff mentoring, improving outlet performance by 75%. Developed and executed marketing and business development initiatives, improved employee productivity by 50% through strategic recruitment and training, and managed international supplier relations.

Operations Management Staff Mentoring And Development Sales Marketing Business Development Recruitment Training Supplier Management Import Compliance

Operations Analyst

Standard Chartered Bank Ltd

Sep 2018 - Feb 2020 (1 year 5 months)

Successfully completed CDD projects ahead of schedule, ensuring compliance with AML-KYC policies through rigorous account opening and monitoring processes. Identified control gaps and coordinated corrective actions to enhance operational efficiency.

Operations Analysis CDD AML KYC Compliance Account Opening Monitoring Control Gap Identification Corrective Actions

Customer Experience Executive

KCB Bank Kenya Ltd

Aug 2015 - Dec 2017 (2 years 4 months)

Met and exceeded customer service KPIs including average handling time, resolution rates, and customer satisfaction. Implemented customer retention strategies that significantly reduced customer churn, and was recognized as top Customer Service Representative in 2017.

Customer Service KPI Management Customer Retention Customer Satisfaction Average Handle Time Resolution Rates