Charles Karanja
Oak Point,TX
Summary
PROFESSIONAL SUMMARY
Dynamic operations professional with a successful track record of optimizing business operations, driving cost efficiency, and leading cross-functional teams. Proven expertise in budgeting, strategic planning, policy implementation, and performance evaluation. Adept at enhancing customer satisfaction and managing relationships with external partners to ensure organizational compliance with financial goals. Possesses outstanding leadership, communication, and negotiation skills to effectively drive results and exceed expectations.
Overview
5
5
years of professional experience
Work History
Payments Team Lead
Innovative Toll Solution
2024.03 - Current
- Optimized Resource Allocation: Assisting in restructuring objective prioritization, leading to an increase in workflow efficiency.
- Coach team members in techniques necessary to complete job tasks.
- Led Performance Evaluation Initiatives: Develop and oversee employee evaluation metrics that improve workforce efficiency and align with company objectives.
- Strategic Planning & Execution: Set and executed strategic operational goals and KPIs, driving long-term business success.
- Collaborate with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Provide reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Enterprise Customer Success
Trend Micro
2020.02 - 2024.02
- Strategic Planning & Execution: Maintained customer retention and growth pipeline utilizing data analysis gathered from salesforce.com and Gainsight.
- Achieved over 100% of renewal quota in the first two years of managing a pipeline.
- Collaborated with management teams on best practice and solutions to ensure customer success, upsell opportunities, and growth rate of existing customers.
- Customer Support Oversight: Coordinated with channel partners to ensure customers are accommodated accordingly in a timely manner.
- Improved churn rates by effectively managing at-risk accounts through proactive communication and targeted interventions.
Chief Operation Officer/Owner
Maina Fleet LLC
2021.04 - 2023.01
- Enhanced Cost Efficiency: Identified and implemented resource allocation strategies that reduced operational costs which contributed to increased profitability.
- Led Performance Evaluation Initiatives: Developed and overseen employee evaluation metrics that improved workforce efficiency and aligned with company objectives.
- Optimized Resource Allocation: Assisted in reallocating resources, leading to reduction in operational costs.
- Managed Budgets & Financial Planning: Conducted comprehensive budget reviews weekly, ensuring operations and company-wide financial goals were consistently met.
- Strategic Planning & Execution: Set and executed strategic operational goals and KPIs, driving long-term business success.
- Policy Implementation: Spearheaded the development and revision of company policies and procedures, resulting in improvement in operational compliance.
- Customer Support Oversight: Streamlined customer support processes, enhancing customer satisfaction rates.
- Supervised Cross-Departmental Teams: Managed teams across multiple departments, ensuring alignment with company objectives and efficient day-to-day operations.
- Supported HR & Staff Management: Played a key role in staff hiring, termination, and disciplinary actions, improving overall business performance.
- Financial Reporting: Conducted detailed budget reviews, providing actionable insights that supported financial decision-making.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
Education
Master of Music -
Southern Methodist University
Dallas, TX05.2016
Bachelor of Arts -
Southern Methodist University
Dallas, TX01.2013
Skills
- First-Class People Skills
- Leadership & Organizational Abilities
- Data Analysis Software Proficiency
- CRM Expertise
- Outstanding Negotiation Skills
- Performance Evaluation Metrics
- Excellent Communication (Written & Oral)
- Performance Improvement
- Coaching and Mentoring
- Customer Focus
- Diversity and Inclusion
References
Available upon request.
Languages
Swahili
Native or Bilingual
Timeline
Payments Team Lead
Innovative Toll Solution
2024.03 - Current
Chief Operation Officer/Owner
Maina Fleet LLC
2021.04 - 2023.01
Enterprise Customer Success
Trend Micro
2020.02 - 2024.02
Master of Music -
Southern Methodist University
Bachelor of Arts -
Southern Methodist University
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