Linda Punyua

Managed cross-functional teams to execute projects on time and within budget constraints.
Designed training programs focused on skill development, increasing employee proficiency in core competencies necessary for their roles.
Conducted regular reviews of current processes, identifying areas needing improvement or optimization.
Collaborated with stakeholders to align corporate strategy with operational objectives.
Developed comprehensive performance metrics to monitor progress towards operational goals.
Led change management initiatives, fostering a culture of continuous improvement among team members.
Improved employee retention rates through targeted talent development programs and performance management strategies.
Increased overall efficiency by streamlining communication channels across departments, leading to improved collaboration efforts between teams.
Spearheaded the implementation of new software platforms, resulting in easier project tracking capabilities among team members.
Streamlined operations by identifying inefficiencies and implementing process improvements.
Established and maintained relationships with key stakeholders for growth opportunities and successful partnerships.

Oversaw retail branch pharmacy operations for over 25 branches with a team of more than 70 staff to achieve set targets, manage external & internal working relationships, and adhere to set KPIs.
Budgeting & Forecast: Created and reviewed sales targets, budgets, and monitor achievement of the same.
Growth & expansion: Successfully set up operations for 18 new branches within my region.
Problem solving: Identified and resolved operational gaps such as staffing, stock level management, and business development prospects.
Relationship Management: Coordinated interdepartmental and inter-branch collaboration.
Project & Activity Coordination: Supervised over 20 outreaches to local communities, and more than 50 in-store activations.
Team development: Recruited, onboarded, trained, coached, and evaluated team members.
Compliance management: Identified and resolved unauthorized, unsafe, or ineffective practices and kept employees compliant with company policies and procedures.
Change management: Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and disseminate information across different levels of the organization.
Customer Management: Developed and implemented strategies to grow market share and maximize customer satisfaction.
Pioneered implementation and rolling out of a customer-focused floor supervisor role in the retail department - Upon completion of this role daily transactions and revenue increased by 1.1% and 48% respectively.

Oversaw dispatch and delivery operations, customer service, and product development for this e-commerce start-up.
Product development: Identified gaps & opportunities through market research and observation of consumer practices to guide app development and operational strategies.
Customer satisfaction: Accurately responded to customers while maintaining a median response rate of under one minute.
Process implementation: Worked closely with senior management to design and execute processes to meet business initiatives and drive continuous improvement.
Team development: Assisted in recruiting, hiring and training of team members to maintain high productivity and performance metrics.

Served as the point of contact between the agency and the existing clients, managing day-to-day affairs, client & business relationships, and working collaboratively with internal teams thus safeguarding client satisfaction of 3 key accounts- Family Bank, DKT, & DT Dobie.
Client service: Managed client needs through regular engagement to identify their design needs subsequently preparing clear and concise design briefs.
Account management: Promptly responded to client communications facilitating approvals, preparing contact reports, and meticulously checked and approved creative/production material.
Team coordination: Synchronized communication between various departments to move things through promptly on behalf of the client.
Relationship management: Employed proactive and collaborative approaches to strengthen relationships and manage customer needs.

Provided solutions-driven customer service, leveraging a natural ability to build rapport, assess needs, and determine best practices to solve problems using CRM tool Siebel, in addition to product training.
Resolution: Delivered quality customer service, by safeguarding quick resolution to inbound calls on mobile and data related queries while successfully calming angry callers and building and fostering trust.
Coordination & reporting: Optimized departmental workflow by allocating work to 30-60 team members, and developed hourly reports on transactions received and allocated.
Process development: Collaborated with internal stakeholders to close gaps and improve customer experience.
Product research: Kept current on market and product trends to appropriately answer customer questions.
Won the Safaricom Shangilia Award in June 2018- weekly call center award in recognition of exemplary customer service.