Emmanuel M'mwirichia

EMMANUEL OCHEN KINYUA M’MWIRICHIA SALES OPS PROJECTS RESUME www.linkedin.com/in/emmwirichia/ A strategic Operations and Sales leader with 8+ years of experience building, scaling, and optimizing teams and processes in fully remote, multi-client environments. Proven ability to translate vision into operational reality, driving revenue growth and implementing datadriven systems that enhance efficiency and performance. Expert in project management, sales enablement, and cross-functional leadership, with a track record of delivering measurable results. Core Competencies • • • Operations Management: Process Design & Automation, KPI Dashboard Development, Cross-functional Coordination, Vendor & Client Management, SOP Development, Performance Management Sales & Revenue Operations: Sales Team Scaling, Revenue Forecasting, Pipeline Management, CRM Implementation, Sales Enablement, Commission Structures, Client Acquisition Project & Program Management: Project Planning & Execution, Risk Management, Stakeholder Governance, Budget Management, Agile Methodologies, Strategic Roadmapping Professional Experience Aventus BPO - Call Centre Operations Manager: Sales (Jul. 2025 - Nov. 2025) Overseeing 7 clients, 3 team leads, and 45+ representatives across multi-client commercial delivery • Directed multi-client commercial delivery for 7 clients, 3 team leads, and 45+ sales representatives, setting strategic enablement direction for the portfolio • Conducted cross-functional needs assessments for 6 clients, co-designed KPI dashboards, and secured roadmap for 12 process improvements, automating calculations to save 6 hours monthly • Increased post-probation representative retention by 33% through redesigned screening, onboarding, and early-career support interventions • Coached 4 customer experience leads; resulted in 4 of 8 sales-focused accounts exceeding monthly targets by 20% to 500% through implemented enablement strategies Aventus BPO - Call Centre Supervisor: Sales (May 2024 - Jul. 2025) Managed dedicated sales client with teams of 7-33 representatives, driving strategic growth and operational excellence • Identified revenue opportunity and built business case to scale sales function from 1representative pilot to 11-person operation generating USD 3.5M revenue (11x growth) • Implemented sales tracking tool that standardized reporting and prevented misreporting; introduced random audits that saved over USD 7,000 in wrongful commissions 1 • Managed GoHighLevel CRM migration achieving 97% bug resolution rate and ensuring system efficiency • Produced weekly commercial packs with sales trends and SKU recommendations; delivered rapid MoM growth from USD 55K to USD 167K during ramp Aventus BPO - Call Centre Supervisor (Aug. 2020 - May 2024) Supervised inbound voice and email teams managing rostering, queue monitoring, and SLA delivery across multiple clients • Personally trained and developed over 50 individuals in sales methodologies, product knowledge, and process adherence • Drove customer retention rates from 1.5% to 7% within 90 days through targeted onboarding, coaching, and performance frameworks • Reduced Average Handling Time by 45 seconds through knowledge-base updates and script optimization while maintaining QA scores above 97% • Piloted leadership development program that fast-tracked 6 agents into promotion-ready candidates Casure Concierge Ltd. - Director & Event Coordinator (Aug. 2017 - Present) Strategic leadership of end-to-end event business managing concept development, budgeting, vendor procurement, and delivery • Led end-to-end delivery of 200+ events for 40-700 attendees, managing budgets up to USD 40,000 and international logistics • Designed operations programs and training tools creating reusable templates that reduced event execution timeframe by 52% for repeat events • Conducted needs assessments for 2 event companies and implemented operational structures, onboarding templates, and execution playbooks Educational Background 2025: Project Management Professional (PMP) - Peak Point Consulting Kenya [Certification Classes completed] 2018: Entrepreneurship Certification - Sinapis Entrepreneur Academy, Kenya. 2009 - 2012: B.Sc. Hotel & Restaurant Management & Minor Marketing (Cum Laude Honours, GPA 3.65) - United States International University, Africa 2008: ICDL Certification - Institute of Advanced Technology, Kenya 2