Vivian Gaitho

VIVIAN GAITHO​ Operations Manager | Customer Experience Specialist | Team Leader​ - |-​ CORE COMPETENCIES​ ​ Operations Management • Standard Operating Procedures (SOPs) • Team Leadership • Cross-functional Management • Customer Relationship Management (CRM) • B2B Sales • Vendor Relations • Logistics Coordination • Strategic Planning • Process Optimization • Issue Resolution • Call Center Management PROFESSIONAL SUMMARY Results-driven Operations Specialist with 6+ years of progressive experience in operations leadership, customer support, and team management. Proven expertise in developing SOPs, leading cross-functional teams, and driving operational excellence in fast-paced environments. Demonstrated success in increasing revenue, reducing operational costs, and improving team productivity through strategic process improvements and vendor relationship management. Bilingual professional (English/Swahili) with strong analytical skills and a track record of delivering measurable business results. ​ PROFESSIONAL EXPERIENCE Operations Team Lead| Revivo Kenya | May 2025 - August 2025 ●​ Led cross-functional operations across marketing, logistics, quality assurance, and vendor relations departments. ●​ Developed and implemented comprehensive SOPs for multiple departments, standardizing processes and improving operational efficiency. ●​ Managed B2B sales operations, processing corporate orders and maintaining key client relationships. ●​ Directed team of 5 operations specialists, providing leadership, training, and performance management. ●​ Prepared weekly revenue reports and analytical dashboards for senior management decision-making. ●​ Managed vendor invoicing process, ensuring accurate billing, timely approvals, and maintaining strong supplier relationships. ●​ Coordinated quality assurance protocols to maintain product standards and customer satisfaction. Senior Operations Associate | Revivo Kenya | January 2024 - April 2025 ●​ Increased order volume by 10% through strategic customer account management and proactive engagement initiatives. ●​ Reduced customer churn by 20% by implementing process improvements that decreased issue resolution time from 5 to 3 days. ●​ Led team of 3 customer service agents, achieving 15% productivity improvement through comprehensive training programs. ●​ Developed customer support manual and knowledge base, resulting in 25% reduction in repeat inquiries. ●​ Streamlined internal communication processes with logistics providers, achieving 18% reduction in order delays. ●​ Managed social media customer interactions, driving 12% increase in lead conversion rates. ●​ Coordinated vendor invoice processing, ensuring timely payments and maintaining supplier satisfaction ratings. Operations and Customer Service Associate | Revivo Kenya | September 2023 December 2023 ●​ Improved call center performance, increasing call pick-up rate from 66% to 75% through enhanced call management strategies. ●​ Optimized order processing workflows, reducing delivery times by 15% through systematic process improvements. ●​ Enhanced issue resolution procedures, contributing to 20% improvement in resolution speed and customer satisfaction. Customer Care and Collections Executive | Pawame Kenya | October 2020 - August 2023 ●​ Increased customer retention by 10% through development and implementation of customer-focused payment resolution strategies. ●​ .Maintained 95% customer satisfaction rate by implementing efficient inquiry and complaint resolution processes. ●​ Achieved 85% debt recovery rate through strategic negotiation techniques and flexible payment plan implementation. ●​ Developed customer communication protocols that improved payment compliance and customer relationships. Customer Experience Associate | Jumia Kenya | October 2019 - September 2020 ●​ Maintained high customer satisfaction scores through expert assistance with product inquiries, stock queries, and complaint resolution. ●​ Processed high-volume transactions including payments, returns, refunds, and account reversals with 99% accuracy. ●​ Drove revenue growth through proactive promotion of sales and special offers during customer interactions. ●​ Maintained comprehensive product knowledge database for inventory, pricing, and availability information. ​ EDUCATION Bachelor of Science in Food, Nutrition and Dietetics​ University of Nairobi | September 2016 KEY ACHIEVEMENTS​ ​ Process Improvement: Developed SOPs across multiple departments, standardizing operations and reducing training time​ Team Leadership: Successfully managed teams ranging from 3-5 members with consistent productivity improvements​ Revenue Impact: Contributed to revenue growth through B2B sales management and operational efficiency gains​ Customer Satisfaction: Maintained 95%+ satisfaction rates across multiple roles and organizations​ Cost Reduction: Achieved 18% reduction in operational delays and 20% improvement in issue resolution times