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Martin Njoroge

Operations Manager
Nairobi

About me

An experienced business and operations specialist in business administration and business operational support .I excel in process optimisation, operational efficiency, customer onboarding and customer excellence, project management ,budgeting and financial management, team management and perfomance management, fleet and fuel management ,inventory management ,data management, documentation, vendor management ,contract and license management & regulatory compliance

Adept in driving business success, streamlining processes, driving cost optimization and enhancing operational excellence and productivity.

Skilled in CRM/ERP (Salesforce, Odoo, Hubspot), data tools (Tableau, Excel, Looker), and project management (Jira), I deliver actionable insights, optimize systems, and lead high-performing teams. Passionate about driving revenue growth and operational success, I’m adept at turning strategy into measurable results

Education

Master of Business Administration
Masters February 10, 2022 - Present Masters of Business Administration (Strategic Management), University of Nairobi
Bachelor of Arts
Degree 2008 - 2012 Bachelor of Arts (Sociology, Political Science & Public Administration) University of Nairobi

Work Experience

Sales Operations Manager
Copia 2021 - 2024 • Led strategic alignment of operational and sales functions, managing a $7.5M departmental budget. • Designed and executed cost-saving strategies, cutting operational expenses by 30%. • Spearheaded sales workflow optimization, implementing 2+ new process improvements per quarter. • Managed Salesforce and sales enablement tools. Spearheaded system enhancements, user training, and cross-functional alignment. •Boosted team performance and productivity by 15% through targeted training and performance tracking. •Manage vendor relationships and negotiate contracts to support business needs and optimize financial outcomes. •Develop and ensure compliance with company policies, SOP’s, industry regulations and best practices. •Documentation and record keeping.Custodian of all sales data, documents and processes.Maintain up to date records and ensure data protection compliance. •Data & Analytics. Build sales reports and dashboards, track KPIs, and provide actionable insights to drive revenue growth and influence direction of sales strategy.
Senior Operations Associate
Copia 2019 - 2021 •Successfully on-boarded +250 agents daily. Reduced on-boarding errors to below 2%.Developed personalized on-boarding plans and KYC verification. •Achieved customer issue resolution SLA of 98%+ on first-contact resolution rate, troubleshooting and consistently achieved 95%+ satisfaction scores. •Managed forecasting, budgeting, and distribution for over $0.5 million inventory, improving forecast accuracy by 20% and reducing stock outs by 20%. • Develop sales targets, calculate monthly and quarterly commissions for a team of 500+ sales representatives and 50,000+ agents. • Managed a fleet of 50+ vehicles ensuring 100% availability. Implemented vehicle tracking and safety protocols.Improved fuel efficiency by 12%, saving $100,000 •Processes Improvement: Enhance existing processes to enhance smooth workflows by preparing user stories, test scripts and UAT testing for adoption. •Asset Management. Managed office furniture, laptops, phones and stationery. Implemented tracking systems to reduce asset loss and enhance accountability. •Logistical support. Facilitate transport, airtime, per-diem, meetings and events planning.

Skills

Communication Skills Customer Support Documentation Multi-Skilled Techical Support

Honors & awards

Top Operations Associate
2020 •Awarded with a Certificate of Achievement for exceptional process improvement and operational efficiency.
Top Sales Support Manager
2023 •Awarded with a Certificate of Achievement for exceptional process improvement , cost optimization and operational efficiency.
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