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Competences
Experience
Principal Consultant (Founder)
TopShelf Consulting
2024-01 -
Resumed active consulting practice after Cigna tenure, delivering CX strategy, digital transformation and operations advisory to financial services and commercial clients across East Africa. Led a strategic engagement for a Kenyan commercial bank (2025‑2026) covering operational efficiency and digital roadmap, adopted by the executive committee. Ongoing advisory on CX transformation and operational effectiveness. Previously led ERP and CRM integration for Barua Commodities Ltd (2024), harmonising sales systems, improving workflow productivity, and designing logistics tracking to enhance delivery SLA compliance.
Senior CX & Operations Executive
Cigna International
2015-01 - 2023-12
Directed CX transformation and operational hub establishment for Cigna across East Africa, Europe and the Middle East. Built high‑performance teams from the ground up, reduced contact‑centre abandon rates from 40% to under 5%, and delivered 90%+ improvements in complaint resolution. Launched digital banking channels at scale, overseeing CRM (Oracle, Microsoft Dynamics, Salesforce) and ERP (SAP, Oracle) integrations. Managed P&L, budgets and KPI/SLA frameworks, ensuring compliance with CBK, GDPR and other regulatory standards.
Head of Customer Experience
Britam Group
2010-06 - 2014-12
Led CX initiatives for Britam Group, overseeing mobile app development, internet and agency banking channels. Implemented Avaya omnichannel routing and IVR design, establishing quality assurance frameworks. Conducted customer journey mapping, NPS, CSAT and VOC programmes, driving measurable improvements in customer satisfaction and operational efficiency.
Langues
English
native
Swahili
native
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