2022 – Present: Office Operations & Customer Success Manager – Softnet Business Systems Ltd, Nairobi, Kenya
- Managed a portfolio of 100+ B2B clients, ensuring timely responses to inquiries, issues, and service requests.
- Coordinated client onboarding and product training for Sage People Payroll, Sage 300 ERP, Sage X3, and iFetch, improving adoption timelines by 30%.
- Conducted quarterly client reviews, maintaining a 95% retention rate.
- Oversaw day-to-day office operations, including supplies, maintenance, and equipment management.
- Supported HR functions, organized company events, and maintained office policies and procedures.

2021 – 2022: Administrative & Client Support Specialist – Nairobi Garage, Nairobi, Kenya
- Answered and routed inbound client calls, providing assistance or directing inquiries to relevant departments.
- Managed scheduling and dispatch coordination for client service requests.
- Entered lead and client data into CRM systems, maintaining accurate records for sales and service teams.
- Prepared reports and documentation to support operational efficiency.
- Provided daily administrative assistance to managers and internal teams.

Apr 2014 – Mar 2020: Sales Administrator & Technical Team Support Coordinator – Sage Software East Africa Limited
- Managed invoicing, account reconciliation, and payment processing for customer transactions.
- Coordinated technical team schedules and organized staff and partner training programs.
- Oversaw procurement and inventory management, improving cost efficiency.
- Acted as primary liaison between clients and internal departments, enhancing customer experience.
- Managed travel logistics, itineraries, and meeting coordination for senior management.

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