Joan Mbugua

Joan Wairimu Mbugua Contact: - | Email:-Open to Remote U.S. Roles in Customer support| Customer Success • Executive Assistance • Operations Professional Summary Experienced Customer Success & Operations Professional with 15+ years in healthcare, insurance, and technology. Skilled in client relationship management, executive support, and remote team coordination across multicultural environments. Proven record of driving account growth, streamlining operations, and delivering exceptional client experiences. Adept at working across time zones, leveraging digital tools, and ensuring strategic alignment between organizational goals and customer needs. Core Competencies • • • • • • Customer Success & Account Management Executive Assistance & Operations Support Client Relationship & Stakeholder Engagement Project & Program Management Training, Facilitation & Team Leadership Remote Collaboration & Communication Tools (Google Workspace, Microsoft Office, Slack, Zoom, CRMs) Professional Experience Regional Operations Manager | KimboCare | Nairobi, Kenya | Feb 2024 – Present - Lead operations across Kenya, building a verified network of 150+ medical providers and driving user growth. - Designed and executed market-entry strategies including surveys, product activations, and stakeholder engagement. - Managed training and compliance for partner hospitals using the KimboCare digital health platform. Customer Success Account Lead | CarePay Kenya (M-TIBA) | Aug 2017 – May 2023 - Owned growth and retention for major accounts (insurance firms, corporates, government), achieving 95% client retention. - Increased revenues by 50% through strategic account expansion and product adoption. - Maintained a high client satisfaction score (NPS 80) by ensuring exceptional service delivery and consistent engagement. - Partnered with cross-functional teams to develop new products and implement clientdriven improvements. Program Manager | Iridium Interactive Ltd | Sept 2011 – Nov 2015 - Led nationwide rollout of TIBU (digital TB/HIV management system) with UCSF, USAID, and NTLLD, across 47 counties. - Coordinated stakeholder training, M&E processes, and aligned operations with national health objectives. Program Manager | Google Kenya | Sept 2011 – Jan 2012 - Directed the “Getting Kenyan Businesses Online” initiative, engaging 18,000 SMEs and training 10,000+ business owners. - Managed a 30-person multinational team and established standardized documentation protocols. Program Officer | Daraja Civic Initiatives Forum | Aug 2008 – Feb 2010 - Designed and implemented education initiatives benefiting 1,000+ children in underserved communities. - Conducted needs assessments, advocacy campaigns, and stakeholder capacity-building programs. Education BA, Sociology & Communications, University of Nairobi (Upper Second Class Honors) Diploma, Information Systems, IMIS – Kenya School of Monetary Studies (Distinction) Certifications • • • • Advanced Diploma in Information Technology – IMIS London Certificate in Emotional Intelligence – Mammoth Consulting Certificate in Business Communication – Mammoth Consulting Political Leadership Development – Friedrich Ebert Stiftung Volunteer & Advocacy • • • Contributor to University of Nairobi Gender Policy Advocacy support for the Kenya Sexual Offences Bill & Gender Recovery Centre Trainer on gender-based violence with UNIFEM & ActionAid References Available upon request