Wright Sowa

Streamlined the supply chain, resulting in a 20% reduction in transportation costs while maintaining service levels. Developed and implemented growth strategies to support the company's growth objectives, i.e. growing B2B. Established and nurtured strong partnerships with key suppliers, leading to preferential pricing and improved service quality. Analyzed logistics data and KPIs to identify trends, track performance, and provide insights that drive informed decision-making. Negotiated new contracts with key transportation providers, saving the company $60,000 annually. Compliance Adherence: ensuring full compliance with travel regulations and safety standards, leading to a spotless record of safe and secure travel experiences. Collaborated effectively with the travel planning team, enhancing cross-functional communication and contributing to the successful execution of complex travel itineraries.

Collected and documented data from various sources to compile a complete picture of business operations. Managed daily business operations across categories and pushed the booking fulfillment rate from 93% to 99.5%. Directed change management handling to overhaul existing systems. Contributed to expansion in different cities. Monitored performance metrics focused on driving results in key business areas. Developed procedures and policies, consistently improving processes and supporting organizational goals. Automated business processes for improved speed and accuracy. Resolved or escalated business problems to keep operations moving smoothly. Reduced backup cost as a percentage of COGs from 15.55% to 3.92% and backup cost as a percentage of GMV from 26.06% to 7.44%.

Developed and implemented standardized best practices for measuring company progress and built processes to improve core ops metrics. Managed the operations team to ensure growth in new supply across cities and launched the Economy (Low Cost) category to attract more customers. Bolstered operational efficiency and oversaw customer safety by driving improvements as per the company policy. Grew two-wheeler rides from 850 to 1900 a week, thereby increasing company revenue. Ensured team efficiency and compliance with company guidelines by monitoring and reporting the implementation of operational best practices. Provided an in-depth analysis of city supply needs to ensure adequate city coverage, enhance client and driver campaign engagement, reduce churn, and improve customer loyalty. Led growth and expansion in Ethiopia, Somaliland, and Ghana. Established and managed lucrative relationships with external stakeholders, improving personnel and activities' overall effectiveness.

Tracked and reported on community data to substantiate recommendations. I am most proud of spearheading the development of the Next of Kin Project while working closely with the executive management. Applied excellent interpersonal skills in working with the Driver and Courier Operations team to improve the support processes. Examined existing processes and recommended the necessary improvements from time to time to aid the achievement of company goals. Championed the timely resolution of any courier payment issues, thereby ensuring seamless operations. Leveraged superb coaching and facilitation skills to train couriers on delivering exceptional customer service. I was the lead administrator of the online support channel, Zendesk.

Drove the successful launch of Uber Eats in Nairobi and spearheaded marketing efforts to create awareness among the target group Worked collaboratively with the management and key stakeholders to create and update instructional and support materials to facilitate courier success Facilitated the onboarding of driver-partners and guided them on all the tools they needed to be successful on the Uber platform Championed branding processes for the Uber brand and motivated driver-partners to deliver set targets Researched and spearheaded the localization of operations to suit the Kenyan market Helped incorporate user priorities into product features with the help of the UX team. Worked closely with cross-functional teams to manage and communicate product changes and life cycle stages. Used regular and ad hoc reporting to monitor business KPIs and measure the performance of product enhancements.

Championed the successful launch of the Jumia Campaign Call Center. Improved NPS from 27% to 88% and CSA T from 56% to 90% Trained and managed new agents and monitored productivity to establish efficient workflow processes. Accomplished sales and organization missions by completing tasks and overseeing team operations.

Interviewed members to understand financial positions and develop targeted product recommendations. Actively cross-sell products and services to enhance branch revenue. Recommended strategies for helping clients improve their cash management, investment planning, and other areas to achieve their financial goals