Key skills and expertise

Bringing over 30 years of experience across multiple sectors, including education, industry, and banking, the expert is a transformational business leader with a focus on customer-centricity, strategy implementation, and human capital development. Career highlights include leading Upskill Afrika Ltd., delivering over 100 training programs, and improving customer satisfaction scores by 20% at Safaricom Ltd. Previously held roles such as Head of Customer Experience and Managing Partner, the expert has achieved a 15% annual business growth and implemented the first Online Share Trading platform at NSE.

Project experience and donor exposure

Worked across diverse projects involving collaboration with international donors such as the World Bank and DANIDA. As an Independent Training Consultant, the expert focused on capacity building in the tourism sector for the Government of Ghana. This national-scale project involved delivering customer service training across five provinces, engaging participants from the Ghana Progressive Hotels Association, Tour Guides Association of Ghana, and Chefs Association to enhance service standards within the industry.

Sectors and geographic focus

With a background in sectors such as education, telecommunications, banking, and tourism, the expert has held key roles including Managing Partner, Head of Customer Experience, and Business Development Manager. Responsibilities have included strategy implementation, customer experience enhancement, and business development. The expert's cross-cutting expertise integrates customer-centric strategies within diverse industries and manages large-scale training initiatives. Geographic experience primarily covers Kenya and Ghana, focusing on regional development and sector-specific advancements. In Kenya, the expert has led initiatives in telecommunications and finance, while in Ghana, national-scale training programs in the tourism sector have been conducted.

Languages and education

The expert is proficient in English and French, supported by a DELF A2 certification from Alliance Française. These language skills have been utilized in diverse sectors and roles, including international training and consultancy work, facilitating communication within multilingual teams, and engaging with clients and stakeholders across various regions. Educational background includes an MBA in Marketing from Charles Sturt University, Australia, and a Bachelor of Education (Arts) with Upper Second Class Honours from Kenyatta University, Kenya. Additional qualifications include a Post-Graduate Diploma from the Chartered Institute of Marketing, UK, a Practitioner Diploma in Executive Coaching from the Academy for Executive Coaching (AoEC UK), and a Distinguished Toastmaster designation from Toastmasters International.