RACHEL KIBANGA
+254-(0)--
Director, Revenue Operations
linkedin.com/in/rachelkibanga
Customer Relationship Management | Revenue Growth |Change Management | High Growth Startups |FMCGs|
An agile leader with a strong track record as Managing Director, Head and Regional Customer Care Manager. Successful in
driving growth and profitability for fast-paced startups, creating customer centric service delivery in complex logistics.
Managed teams of up to 60, delivering monthly revenue of $1 million, 29% recurring revenue growth with 55% increase in
customer orders. Recognized for building high performance cultures evidenced by 25% improvement in team productivity
and 87% staff retention. Excel in representing organizations to external stakeholders, contract reviews, training and coaching
teams to consistently deliver exceptional customer experiences.
SIGNATURE LEADERSHIP COMPETENCIES
Topline/Revenue Growth
Process Re-engineering
Team Coaching/Leadership
Performance Management
Business Analysis for MIS
Relationship Management
Negotiation/Deal Structuring
Stakeholder Management
Investor Reporting
Business Expansion
Risk & Compliance
Project Management
EXECUTIVE EXPERIENCE
KASHA GLOBAL INC., Nairobi, KE Nov 2023 – Nov 2024
Director, Revenue Operations — exemplified strong regional leadership in operational excellence, customer experience
management and cross functional collaborations. Liaison contact to executive leadership and external stakeholders
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Successful expansion into South Africa and Uganda 2023 – 2024 contributing to 17% of new revenue
Successful turn around strategies to recoup market share with changing regulation (Rwanda April 2024)
Improved customer NPS increased in Kenya by 7X and 2X in Rwanda in 2023 through cross-functional syncs in process
adherence, root cause analysis and SLA monitoring
Revenue growth in Kenya 2X and Rwanda 1% due to consistent customer relationship efforts 2023
Reduced order cancellation rate from 9.2% to 6% between Q4-2023 and Q1-2024
Drove reduction of top pain point in Rwanda (delayed deliveries) from 22 hours to 4.56 hours (77%)
Cross functional training needs analysis, training and new staff training in cross functional processes
Set up cross country taskforce for high networth customer relationship management
Marketing sync to promote brand, Sales and Customer support
Built business cases for automated sales process tools CRM and customer ordering tools. Customer ordering tool live in
Q1-2024, CRM backlogged Q2-3
Drove automatic LOT assignment from July-2023 to be implemented in April-2024 to resolve inventory ageing (FIFO,
FEFO), reducing order cancellations and stock count problems
Managing Director Jan – Oct 2023: Exemplified a strong external leadership presence, adeptly representing the Kenya
subsidiary in interactions with key stakeholders, including investors and speaking engagements, fostering lasting
partnerships.
• Achieved 8% gross profit margin increase in product sales, driving revenue growth in a competitive market
• Recovery of $500K account receivables by leading a successful forensics audit and implementing improved risk
management strategies
• Designed performance dashboards for performance tracking, fostering a culture of high performance in the Kenyan
team, and empowering all members for exceptional results
• Empower and motivate teams to excel in a VUCA business environment, resulting in a 25% increase in productivity and
performance metrics attainment
• CX representation to C-suite to transform business towards customer centricity
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Built a business case on need of a Customer service Omnichannel platform to onboard a best in class Tool to improve
metric attainment
Regional Customer Service Manager-: Led a 15-member team, implemented and championed company-wide,
customer-centric training programs, revolutionizing service standards and practices across all departments.
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Drew up a business case for customer support omnichannel, onboard and implement channel in 2022/23 financial year
Established, monitored, and optimized performance metrics, for service standardization and operational excellence
Scaled Customer service teams from 13-27, coached and trained to support business in customer support and revenue
scale
Improved service recovery rate from 51% to 85% in 8 months by mitigating chronic customer issues through SLA
monitoring and adherence
Initiated and executed high-impact monthly telesales initiatives, generating substantial average monthly revenues of
$9K in Kenya and $13K in Rwanda
Pioneered and directed customer support teams and innovative hybrid service models across Kenya and Rwanda via
Omnichannel platforms
SBM BANK, Nairobi, KE—-
Service Recovery Lead — achieved a remarkable improvement in CSAT, elevating it from 30% to 78% in-.
Handpicked to represent Customer Experience in Bank Products Squad, increasing Customer Effort Sore by 25%
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Developed and rolled out the Key Fact Document and product catalog in the bank January/April 2020, resulting in a
20% increase in product adoption
Led the interdepartmental Service Levels review-, resulting in a 15% improvement in cross-departmental
efficiency and overall CSAT
Presented Voice of Customer feedback and service improvement recommendations to management weekly,
contributing to a 20% reduction in customer complaints
Championed the bank-wide usage of CRM, leading to a 40% improvement of customer lifecycle
management/retention and a 15% boost in cross-selling efficiency
CHASE BANK LTD, Nairobi, KE—-
Contact Centre Quality Analyst — Championed risk management, identify key risks, implement mitigation strategies,
ensuring zero regulatory violations and timely reporting
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Performed rigorous quality audits on customer interactions via call, email, and social media, consistently achieving and
maintaining a 90% quality score, fostering a high-performance culture within the Contact Centre
Conducted User Acceptance Testing for digital alternate channels, guaranteeing a positive customer experience and
achieving a 90% satisfaction rate among users.
Reduced customer complaints by 30% through root cause analysis, interdepartmental SLA monitoring, quality
monitoring for SLA adherence
Identified knowledge gaps and proactively provided coaching and training to enhance staff expertise and service
standardization resulting in a 20% reduction in knowledge-related errors
CHASE BANK, Nairobi, KE—-
Customer Service Officer — Leveraged CRM to conduct virtual relationship management, resulting in a 20% reduction in
response time to customer inquiries and complaints
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Led collaboration with other departments, resulting in a 5% increase in information sharing and a 3% increase in
employee engagement
Exceeded product and service sales targets, contributing to a 30% increase in product per customer, and fostering a
culture of high performance
Reduced customer attrition by 15% by proactively initiating contact with new and pre-existing customers in customer
attrition management, inactivity management, and welcome calls for new account holders
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Early Career Experience:
Customer Service Officer, Faulu Microfinance Bank -
Customer Service Officer, Global Freight Logistics -
EDUCATION & PROFESSIONAL DEVELOPMENT
Customer Experience Specialist (CXS Professional), Customer Experience University: 2022
MBA - Strategic Management, Jomo Kenyatta University of Agriculture and Technology – 2016
Bachelor of Business Administration Marketing, Kenya Methodist University: 2009
Chartered Marketing CPD Programme, Chartered Institute of Marketing-
Community Engagement: Young Women Mentorship
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