Gilbert Ochenga Ebole
Program Lead
Nairobi,Nairobi
Summary
Experienced program management specialist skilled in managing functional operations and projects related to health, education and livelihood programs. Advanced understanding of program co-creation, design, implementation, documentation, training, mentorship and coaching. Expertise in implementing programs in both rural and urban contexts. Built key competences in strategic planning, partnership and relationship management, communication and presentation skills with excellent hands-on experience with an empowered people resource.
Overview
15
15
years of professional experience
10
10
years of post-secondary education
8
8
Certificates
Work History
Program Assistant
Safaricom Foundation
Nairobi, Nairobi
01.2022 - Current
- Performing program co-creation, design, implementation and ultimate dissemination.
- Management of Foundations’ projects and program across philanthropy and strategic projects according to Foundations’ project identification guidelines
- Strengthening program operations with continuous assessment and operational plans and strategies using Grants Management database and other tools, managing over 15 Foundation partners’ work plans to ensure alignment with financial disbursements – reviews, reporting, dashboards enhancing data reporting to Trustees for informed decision making improving turnaround by 90%.
- Management of respective strategic pillar programs – development, partnerships, implementation, budgets, M&E and reporting.
- Assisted with planning and coordinating day-to-day and special program activities
- Worked alongside finance team to secure useful coverage of program goals and daily operations
- Maintained efficient and balanced calendar of current participant appointments, staff meetings and assessments
- Delivered top-notch administrative support to office staff, promoting excellence in office operations
- Leveraged project management processes and tools to define and execute projects
- Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives
- Devised creative solutions to critical customer and user needs
- Managed and supervised administrative and daily program operations, complying with policies and regulations
Retail Centre Manager
Safaricom PLC
Nairobi, Nairobi
10.2020 - 12.2021
- Managed best execution of installment device payments model in terms of units Q4 of FY 21/22
- In FY 20/21, empowered Team Leader to run shop optimally and equally empowering stock controllers and experience executives to execute efficiently while on job rotation
- Exceeding revenue targets above 100% month on month and achieving NPS score above 68
- Held forte for Regional Operations Manager in Mt Kenya and Greater Western
- Generated ideas and followed up on their effective execution to ensure achievement of set shop sales targets i.e Monthly, quarterly and annually.
- Drove achievement of set shop customer satisfaction target through process innovations and staff skill set development.
- Implemented defined business process/channels through which retail sales service was delivered to customers within assigned Retail Centre
- Mentored, coached and led retail center staff to ensure long term and sustainable high performance.
- Developed team communications and information for meetings
- Led projects and analyzed data to identify opportunities for improvement
- Maintained energy and enthusiasm in fast-paced environment
Board Member
Safaricom Foundation Pamoja
Nairobi, Nairobi
10.2015 - 02.2021
- Educated beneficiaries on effective proposal writing in accordance with Safaricom Foundation’s thematic areas
- Assessed proposals for merit and managing annual budget of USD 350,000
- Monitored and evaluated funded projects
- Commissioned funded projects.
- Spearheaded innovative approaches to resource allocation and strategic planning
- Offered expertise on employee and business development plans to enhance implementation and routine oversight
- Introduced new methods, practices and systems to reduce turnaround time
- Served as advocate and ambassador for organization by fully engaging, identifying and securing resources and partnerships to advance mission
- Monitored operational activities to ascertain effectiveness of results and which areas could use better oversight
Area Sales Manager
Safaricom PLC
Busia, Busia
06.2020 - 09.2020
- Grew Share of Gross Adds from 44% to 55% during 4 months
- Opened two dealer outlets, up-scaled one to empowered dealer and opened phone shop
- Improved overall sales area numbers by 5% across all lead and lag measures
- Grew sales within area by developing innovative ways of increasing/growing airtime sales, float availability and terminal sales at Point of Purchase; Value added services and connections
- Executed to win through embedment of effective execution daily practices towards best in class execution of trade activities
- Managed indirect generation of sales revenue through effective management of business in assigned area
- Established strong relationships with major accounts and key decision-makers to increase sales in designated territory
- Hired, trained and managed sales staff and administered and implemented compensation plan to support area sales goals
- Collaborated with vendors and built effective partnerships devoted to capitalizing on emerging and sustainable sales opportunities
- Created effective strategies to target new markets after researching and analyzing competitor behavior
- Developed sales strategy based on research of consumer buying trends and market conditions
- Led targeted training programs to educate staff on product benefits and service capabilities
- Analyzed sales data and kept up to date with market trends
- Collaborated with clients and distributors to create and promote new products
- Expanded market share 55% by increasing sales to retailers and distributors
Administration Manager
New Apostolic Church
Nairobi, Nairobi
11.2016 - 02.2017
- Program design and strategic plan
- Managed projects and events (Funding, M+E) in Kenya, Uganda, Tanzania and South Sudan
- Managed regional budget of USD 2,335,737
- Managed administrative, financial, people and performance.
- Built excellent employee experience through culture of service and execution of employee assistance programs
- Supervised hiring processes and vendor relationships to maintain smooth operations for company
- Oversaw corporate events designed to connect and support employees at work and outside of work
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel
- Delivered performance reviews, recommending additional training or advancements
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel
- Developed highly-efficient administrative team through ongoing coaching and professional development opportunities
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff
- Managed 50 direct and 200 indirect employees with continuous coaching and mentoring
Stocks and Cash Supervisor
Safaricom PLC
Garissa, Garissa
05.2010 - 07.2011
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
- Built positive relationships with customers to increase repeat business increasing month on month sales by 80%.
- Created employee schedules to align coverage with forecasted demands.
- Assessed sales reports to identify and enhance sales performance, support inventory oversight and capitalize on emerging trends.
- Kept orderly and accurate accounting records by monitoring sales documentation.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives.
- Mentored team members to enhance professional development and accountability in workplace.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Fostered positive work environment by consistently treating all employees and customers with respect and consideration.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Identified improvement changes regarding key processes for internal controls and accounting procedures.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
- Established and enforced internal controls, workflows and policies for tracking, reconciling and reporting on accounting activities.
Stock Controller
Safaricom PLC
Kisii, Kisii
03.2009 - 05.2010
- Determined and performed appropriate adjustments of authorized stock levels.
- Evaluated incoming shipments for quality issues and processed unacceptable materials for return.
- Demonstrated strong communication skills and understanding of packing slip processing requirements.
- Changed sales floor signs to show current pricing and support product promotions.
- Maintained inventory and ordered new supplies to meet expected needs.
- Operated RF scanners to track merchandise and verify contents of containers.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Recorded information, shortages and discrepancies to keep records current and accurate.
- Placed products in correct storage locations to keep stock areas organized and inventory counts accurate.
- Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels.
- Took on customer service duties, contributing with teams of up to 40 to achieve top ratings in satisfaction surveys.
- Rotated stock correctly to prevent out-of-date products and removed aging items from main shelving to build special promotional displays.
- Offered expertise in inventory management and current stock levels to internal teams and customers to facilitate accuracy and product availability.
- Maintained strong vendor connections by arranging pricing and delivery structures and managing specific shipment or paperwork concerns.
Cashier
Safaricom PLC
Nairobi, Nairobi
06.2007 - 03.2009
- Helped customers complete purchases, locate items and join reward programs.
- Provided friendly service and assistance to clients promote customer loyalty, satisfaction and sales.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Mentored new team members on sales software system operation.
- Worked flexible schedule and extra shifts to meet business needs.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
Customer Care Representative
Safaricom PLC
Nairobi, Nairobi
03.2006 - 06.2007
- Resolved concerns with products or services to help with retention and drive sales.
- Communicated with clients regarding account services, statements, and balances.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Logged call information and solutions provided into internal database.
- Assisted call-in customers with questions and orders.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
- Navigated multiple computer systems and applications to find information.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Savings and Loan Program Coordinator
African Canadian Continuing Education Society
Kakemega, Kakamega
05.2003 - 02.2005
- Designed program implementation and maintenance plan
- Pitched and built new programming strategies and one-off feature shows to boost audience interests and diversify offerings.
- Motivated and directed staff to align operations with organizational mission using appropriate training initiatives and presentations.
- Addressed and resolved technical, financial and operational concerns by working with team members and directors.
- Orchestrated smooth and efficient program development by collaborating cross-functionally across departments.
- Organized and managed program development from conception through successful execution growing savings and loans portfolio by 90%.
Education
MicroMasters (R) Program in Digital Product Management -
Boston University
Boston, MA 06.2021 - 05.2022
Master of Business Administration - Strategic Management
United States International University – Africa
Nairobi 01.2005 - 12.2008
Bachelor of Science - Business Administration, Marketing
United States International University
Nairobi 03.1999 - 12.2002
Diploma Retail Operations And Management - Retail Operations And Management
ARA Retail Institute
Niarobi 08.2014 - 05.2016
Skills
Program design,
Resource mobilization
Strategic planning
Co-creation and implementation
Coaching and mentoring
Sales proficiency
Account management
Performance monitoring
Team leadership and direction
Program leadership
Budget coordination
Documentation proficiency
Policy and procedure improvements
Life cycle Management
Operations management
Cross functional Team Builder
Affiliations
Feb 2017- Feb 2018 Chartered Institute of Procurement and Supplies Member Feb 2017 – Feb 2018 Africa Evaluation Association Member Volunteer Work Jan - Mar 2011: World of a Difference Volunteer at Mathare Community, Educational and Development Organization (MCEDO). Mar - Dec 2008: Project Sponsor at Mathare Community, Educational and Development Organization (MCEDO), Safaricom Foundation funded project. Leadership Award 1st position, Central and North Eastern Region, Financial Year 2015/16
Accomplishments
Implementing and formulating strategy for one of the most successful staff/community engagements program - Pamoja
Led the project design, strategic planning and resource mobilization for Mathare Community and Development Organization later enabling the organization to secure a grant for infrastructure development from the Chinese Embassy in Kenya to a tune of Kes 20M.
Managed best execution of the installment device payments model in terms of units Q4 of FY 21/22 at Busia retail centre raking 1120% incremental revenue from device sales.
End to end operational excellence of over 10 retail centres in Kenya.
Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Cashier - Achieved highest Number of new credit accounts opened within one-month period.
Additional Information
Ø Executed to win through embedment of effective execution daily practices towards best in class execution of trade activities.
Certification
Certified Net Promoter Score Masterclass
Timeline
Program Assistant
Safaricom Foundation
01.2022 - Current
MicroMasters (R) Program in Digital Product Management -
Boston University
06.2021 - 05.2022
Retail Centre Manager
Safaricom PLC
10.2020 - 12.2021
Area Sales Manager
Safaricom PLC
06.2020 - 09.2020
Administration Manager
New Apostolic Church
11.2016 - 02.2017
Board Member
Safaricom Foundation Pamoja
10.2015 - 02.2021
Diploma Retail Operations And Management - Retail Operations And Management
ARA Retail Institute
08.2014 - 05.2016
Stocks and Cash Supervisor
Safaricom PLC
05.2010 - 07.2011
Stock Controller
Safaricom PLC
03.2009 - 05.2010
Cashier
Safaricom PLC
06.2007 - 03.2009
Customer Care Representative
Safaricom PLC
03.2006 - 06.2007
Master of Business Administration - Strategic Management
United States International University – Africa
01.2005 - 12.2008
Savings and Loan Program Coordinator
African Canadian Continuing Education Society
05.2003 - 02.2005
Bachelor of Science - Business Administration, Marketing
United States International University
03.1999 - 12.2002