Zed Wabwire

Overseeing operations in Sub-Saharan Africa, managing internal teams, and driving quality metrics. Responsible for formulating quality frameworks, workforce planning, and enhancing user experience through customer feedback audits and data analytics.

Led Sub-Saharan Africa regional operations, scaling headcount from 50 to 250 agents in 8 months and delivering 15% revenue growth. Managed end-to-end client lifecycles and implemented data-driven performance frameworks.

Led business growth initiatives, optimized operational costs, and increased revenue through upselling and contract reviews. Managed project reports and ensured accuracy in financial reconciliations.

Generated $200K additional revenue through contract optimization, upselling, and margin reviews. Reduced OPEX by 12% via process automation and outsourcing lead generation to BPO.

Drove business operations strategies to ensure profitable growth. Managed BPO and call center operations, optimized costs, and developed loyalty programs to enhance vendor retention.

Transformed EBITDA margin from -200% to +25% within 12 months by optimizing supply chain operations and implementing sustainable OPEX strategies. Managed $20M+ monthly operational budget and grew SaaS product revenue to $7M monthly.

Defined and executed SOPs to enhance customer and vendor experiences. Implemented Freshdesk as a CRM tool, improving customer satisfaction and increasing bookings significantly.

Spearheaded greenfield market entry and entity setup for SWVL in Kenya, securing licenses and compliance. Scaled fleet operations to over 700 vehicles in 6 months and improved CSAT to 90%+ through CRM migration and live operations management.

Managed live operations to ensure optimal customer and captain experiences. Focused on capacity utilization and vendor partnerships while implementing quality control measures.

Managed growth and B2B sales operations, developing sales strategies and driving customer satisfaction. Successfully onboarded partners and achieved high fulfillment rates.

Closed 15+ B2B clients in 3 months, contributing 70%+ of GM2 while onboarding 140+ driver partners. Developed training materials and managed vendor lifecycle.

Oversaw driver and fleet acquisition, ensuring operational efficiency and quality control. Implemented strategies to enhance customer loyalty and retention.

Pursuing a Master of Science in Project Management, expected to complete in August 2027.

Certification in Lean Six Sigma Yellow Belt, obtained in July 2025.

Diploma in Operations Management from Achiever College of Professionals, completed in 2025.

Completed a certification in Data Analysis with Excel, gaining skills in data manipulation, visualization, and analytical techniques using Excel.

Completed a certification in Data Analysis and Visualization, learning to analyze data sets and create visual representations to communicate insights effectively.

Achieved a certification in Financial Evaluation and Modelling, focusing on financial analysis, forecasting, and modeling techniques.

Certification in Data Analysis with Excel, obtained in July 2021.

Studied Penology, Correction and Administration, focusing on the criminal justice system, rehabilitation processes, and administrative practices within correctional facilities.

Completed the Kenya Certificate of Secondary Education, acquiring foundational knowledge in various subjects and preparing for higher education.

Certification in Financial Evaluation and Modelling, obtained in January 2021.

Certification in Data Analysis and Visualization, obtained in September 2021.