NJAMBI BONIFACE

Led driver and agent acquisition initiatives, significantly expanding active networks and enhancing operational growth for a mobility platform.

• Grew the number of active agents by 3x through effective recruitment, conducting interviews, and training successful candidates.
• Achieved 2x Month-on-Month (MoM) growth in new drivers and consistently maintained 90% monthly target achievement.
• Drove 2x MoM growth in trained drivers and increased driver retention rates by 15% MoM by providing comprehensive app training and managing support channels.
• Delivered weekly performance reports for 3 countries (Kenya, Tanzania, Botswana), extracting and analyzing performance data and trends.
• Achieved 18% Week-on-Week (WoW) growth in completed rides during Below-the-Line (BTL) customer acquisition activities, maintaining an average 8% growth in subsequent months.

Streamlined vendor onboarding processes, enhanced training programs, and optimized support operations to improve efficiency and user experience.

• Reduced vendor onboarding time from over 1 hour to under 30 minutes by revamping SOPs and leveraging CRM tools like Qmatic Spotlight, Admin Dashboard, and Freshdesk.
• Increased training success rate from 60% to 87% MoM and reduced training duration from 3 hours to under 1.5 hours within 3 months for new and existing captains.
• Achieved key performance indicators (KPIs) for Average Handling Time (AHT), waiting time, and Customer Satisfaction for 3 consecutive quarters.
• Collaborated with product and engineering teams to perform A-B testing for new app versions, ensuring optimal user experience before release.
• Conducted Focus Group Discussions (FGDs) and Net Promoter Score (NPS) surveys to gather actionable feedback from captains and vendors, informing operational improvements.

Ensured high operational standards and enhanced customer satisfaction by drastically reducing non-compliance rates.

• Reduced non-compliance rates from 40% to less than 5% Month-on-Month (MoM), significantly improving operational efficiency and customer experience.
• Implemented corrective actions and process improvements based on audit findings, ensuring adherence to quality standards.
• Collaborated with cross-functional teams to identify root causes of non-compliance and develop sustainable solutions.

Conducted comprehensive travel research, optimized operational efficiency, and ensured fleet quality and service delivery.

• Generated vendor leads and facilitated key meetings between vendors and the travel supply lead, expanding the network.
• Optimized route planning to enhance operational efficiency and improve service delivery.
• Conducted fleet quality assurance and documentation, ensuring compliance and minimizing operational costs, including arrest-related expenses.

Monitored fleet quality and documentation to ensure compliance, reduce costs, and enhance customer experience.

• Reduced non-compliance rates from 50% to less than 15% MoM, improving operational efficiency and customer experience.
• Monitored fleet quality and documentation, minimizing costs related to arrests and ensuring adherence to standards.
• Implemented robust compliance checks and reporting procedures to uphold service delivery standards and enhance customer satisfaction.

Supported business growth strategies through market research, farm operations supervision, and outreach programs.

• Conducted market research and analysis to support business growth strategies and identify new opportunities.
• Supervised farm operations, including crop scouting and nursery management, to ensure efficient agricultural practices.
• Supported outreach programs to promote agricultural best practices among local communities.

Coordinated training, managed logistics, and maintained reporting for cancer education materials to support patient and caregiver outreach.

• Coordinated training sessions on Cancer Education Materials for Patients and Caregivers (CEMPC).
• Managed packaging, disbursement, and logistics of CEMPC to Ministry of Health (MOH) facilities across counties.
• Maintained accurate reporting and bookkeeping for CEMPC distribution.