Caroline O

Agile leader with experience in Commercial management, Product owner, Business operations, Customer experience and Business Development demonstrating significant successes promoting customer retention while enhancing & growing Net Promoter Score An individual who is able to operate professionally within demanding and challenging business environments with a diverse and developed network in multiple industries, delivering transformation and change with focus on key business priorities. I have been Instrumental in transforming operations into progressive profitable functions, generating real stakeholder value through people leadership, performance optimization and clear organizational vision. I have sound financial focus and commercial acumen with the ability to improve controls, compliance and operational efficiencies. I am adaptable and proved than hybrid work environment can enhance productivity at the work place

• Strong integrity guided by solid business ethics and passion for results
• I am always guided by the required policies and procedures to ensure adherence to the laid down guidelines.
• Entrusted in supporting teams working in various locations with all the necessary working tools and ensure their issues are handled with the necessary speed to efficiency in delivery of service.
• Leading in service and engagement with focus of creating a customer obsessed culture with focus on delivering touchpoint NPS.
• Preparing Weekly/Monthly and quarterly reports while keeping eye on all key KPIs to deliver company objectives
• Overall budgeting and overseeing and reporting on financial performance
• Working with the cross functional team to follow up and ensure billing for customers and Account receivable collections
• Tracking all clients request using the approved tracking systems/mechanism and performance
• Leading large team of 15 direct reports and over 250 in-direct reports with focus on people leadership and performance management.
• Ensured all policies are standardized and policies are aligned for reporting purposes to achieved the statistical desired results
• Led the Commercial team within the agile squad in digitization of the retail space to ensure enhanced performance management lead to customer obsession insights
• Meeting and consistent follow up on all contractual KPIS with various clients KPIS
• I was appointed senior manager to drive culture forums for all the senior managers across the organization for period of one year.
• A top performer who has been able to lead big teams across various regions at Safaricom PLC.
• Demonstrable ability to collaborate with cross functional teams, ability to build Competitive Business Relationship for mutual benefits
• Demonstrated excellent adaptability and collaboration by supporting the consumer sales team throughout a time when Area Sales Managers were separated from the company, leaving a gap in the market. This ensured business continuity at the time when market share was at risk.
• Highly adaptive with good negotiations skill to bring on board all Partners and stakeholders
• Embraced the opportunity to act as Regional Head of sales and had the opportunity to work with the various business functions that support the region to deliver their goals and strategy
• A certified Engagement and Productivity coach trained and equipped as a leader to master the art of connecting and engaging teams to build and sustain an inspired high-performance culture.

• 12/01/2022, 12/01/2023, Lead - Service and Engagement, Target Corporation (USA), The position is a key area in customer experience to drive unmatched guest service and brand love. This leads to building teams to have knowledge of guest service fundamentals and experience building a guest first team culture, Led the team to drive engagement; problem solving and end to end resolution, Planning functional workload to support business priorities. and deliver service and sales goals., Leading teams and conducting interviews, developing, coaching, evaluating and retaining talent, Engaged in consistent, meaningful development conversations throughout the critical touch points with priority on the customers., Personalized/Customized recognition and appreciation to reinforce critical guest service behaviors and promote a positive team and customer centric culture., Led a culture of accountability through clear expectations and performance management through observation, recognition and continuous coaching, Understand business reporting and customer insights to understand, troubleshoot and follow-up on opportunity areas., Driving touch point NPS and create a customer centric culture., Used insights driven decision making in scheduling depending on low and high traffic patterns, Strategic planning and enabled the team to stay up-to-date on upcoming major promotions, brand launches and events., Demonstrate a culture of ethical conduct, safety, and compliance; lead team to work in the same way and ensure individual accountability
• 05/01/2021, 07/01/2022, Agile Commercial Management/Product Owner, Safaricom PLC, Worked as an agile squad lead, Coach and guide others within tribe to develop understanding of E2E business operations to help minimize costs and drive revenue growth Proficient in creating reports and dashboards that span across the business operations to give insights and help the organization in making decision that drives business profitability, Gather insights and create user stories, Maintain and manage the product backlog, Clearly help the technical understand the user stories and key deliverables, Consistent communication to all agile squad members to update the workflow, Prioritizing the backlogs to ensure project requirements and working with various stake holders to ensure the project is withing the timelines, Working with the technical team to ensure product development with both back end and front-end developers (engineers) working hand in hand with each other, Leading stand-up meetings and helping the all-squad members understand customer requirements, Updating tasks on Jira for each agile squad member and preparing the team for sprint planning, backlog refinements, sprint reviews and the retrospective, Product testing and deployments of products before being released to end users and ensure all stake holders are aligned., Communication across all channels
• 03/01/2014, 04/01/2021, Senior Manager - Regional Operations, Safaricom PLC, Regions assigned Nairobi West Region - Total of 11 shops, 300 Staff, with revenue contribution of 1.2B (USD 10.2M) Nairobi East Region - Total of 10 shops, 250, with Revenue contribution of 1B (USD 8.5) Mt. Kenya & North Eastern Region - Total of 7shops, 160 staff, with revenue of 900M. (USD 7.7M)
• Direct management for entire retail service and generating revenue by planning and implementing long term business strategies to achieve the company's objectives
• Enhance revenue by driving smart phone growth and penetration in line with business strategy
• Grow mobile data market share and deliver shop revenues bearing in mind each retail outlet is a cost center
• Deliver on overall Regional Net promoter score (NPS) expectations to attain target achievement across retail touchpoints
• Develop customer strategies that targeted customer segments to drive acquisition and retention
• Cooperate with internal and external audits, continuous monitoring to ensure all Audit reports achieve a mean expected and above with no major nonconformity
• Promote 100% adherence to KYC/AML laws and regulations
• Accountable for the recruitment, training and direct management of human resource, maximize productivity through ongoing performance monitoring and review
• Regularly analyze workload and team productivity to plan resources to ensure efficient departmental delivery
• Manage numerous projects; monitor all project deliverables including timing, scope and budgets to mitigate any risks Projects Completed: EABL Distribution mobile platform/Device Financing/Computer for school/ Self Service Kiosks/Retail Digitization
• Special Market Activation, Red Cross/Safaricom "Chukula kwa Wote" (Food for all) project in North Eastern
• Implementations of Special systems, smooth implementation for better customer experience journey (POS rollout, QMS rollout)
• 10/01/2012, 02/01/2014, Area Retail Manager, Safaricom PLC
• Drove revenue by developing strategies to support visibility of the company; continuous tracking of strategies to ensure their effective execution and monitor the achievement of set area sales targets i.e., monthly, quarterly and annually
• Utilized expertise to identify new methods of improving efficiency raising customer satisfaction, service and retention levels
• Significantly drove sales by engaging, training and coaching staff
• Trained and developed the team to enable succession planning
• Managed and developed the team to ensure long term and sustainable high performance
• Monitored P&L and costs including stock management, financial controls and compliance with statutory legislations across all assigned retail centers
• 05/01/2011, 09/01/2012, Retail Corporate Sales (B2B), Safaricom PLC
• Established effective relationships with internal and external stakeholders to address key business issues and opportunities.
• Generated revenue by building a pipeline through cold calling, networking and other sources
• Played an active role with key decision makers, high level business owners, directors and managers of multiple businesses; maintain competitive knowledge to create and adjust strategies.
• Enhanced company exposure through the development and implementation of marketing and promotional initiatives.
• Supported the growth of the business by participating in projects, leading on areas that impact sales and customer service.
• 09/01/2007, 04/01/2011, Senior Dealer/Partner Manager, Safaricom Consumer Sales (B2C), Safaricom PLC
• Demonstrated outstanding sales and negotiation skills to proactively secure contracts with numerous key clients, built rapport and forging solid relationships to engender trust and encourage repeat business.
• Applied commercial thinking and played an active part in new business development to build up a strong portfolio of contacts, arranged client meetings and agreed beneficial terms of business with clients.
• Formulated strategies and implemented effective sales techniques to target new accounts, and prospective customers.
• Propelled results by setting personal goals that support company development objectives, proactively contributed towards the achievement of financial goals to reach sales targets
• Conducted competitor analysis and collated market intelligence to provide valuable marketing input, and outline suitable new targets and products to maximize business development opportunities
• Analyzed the marketplace and communicated with clients to identify gaps in the market, evaluated results to quickly respond to emerging customer demands and propose policy, product and service changes

CEPC - Certified Engagement & Productivity Coach

Certified Engagement & Productivity Coach Training