Kenya
I design and scale automation and CRM systems that eliminate manual work, improve adoption, and make teams self-sufficient. I bring 8+ years of experience across Marketing Operations, RevOps, and Automation, working with global, multi-country teams to migrate CRMs, build lifecycle workflows, and operationalize platforms like HubSpot, Workato, Zapier, and Kobliat. What I do best: Lead CRM migrations with 100% data integrity and zero downtime Build end-to-end lifecycle automation (onboarding, engagement, CSAT, enablement) Design bi-directional integrations that scale across cohorts, regions, and teams Drive 100% system adoption through enablement, documentation, and clean architecture Replace ad-hoc requests with self-serve operating models Recent impact: Automated credentialing systems with 100% personalization accuracy Reduced manual campaign execution by 90% through workflow automation Achieved 100% CRM adoption post-migration for Revenue teams Enabled regional teams to self-serve, reducing inbound requests by 80% I thrive in environments where systems, data, and people must work together—and where automation is treated as infrastructure, not a side project.
1. Designed and implemented end-to-end lifecycle automation, reducing manual email operations by 90% through HubSpot-led workflows. 2. Architected bi-directional HubSpot ↔ Workato integrations, achieving 100% accuracy in automated badge issuance across multiple cohorts. 3. Led CRM migration from Recruit CRM to HubSpot, ensuring 100% data integrity, zero downtime, and full Revenue team adoption. 4. Built scalable pipelines, dashboards, and automated workflows to improve pipeline visibility and follow-up consistency. 5. Enabled multi-region WhatsApp campaigns by cleaning and validating datasets across 8 regions, ensuring launch readiness. 6. Delivered platform enablement and hypercare support, achieving 100% user readiness at launch.
Develop and maintain marketing processes to optimize lead generation, lead nurturing, and lead processes. Implement and maintain marketing automation technology to improve the efficiency and effectiveness of our marketing efforts Analyze marketing data to measure the effectiveness of marketing campaigns and identify opportunities for improvement. Manage and maintain the marketing database, ensuring data accuracy and completeness. Collaborate with cross-functional teams to ensure successful implementation of marketing campaigns. Support stakeholder teams with ad-hoc projects as needed.
· Designed and implemented an effective 48-hour turnaround time for the resolution of customer queries, complaints, and ticket escalation system. · Conducted deep dives on customer queries to resolve issues for all accepted customers. · Achievements include setting up at least 3 emails daily and CRM integrations, maintaining "unclean data" below 5%, and driving root cause analysis to reduce escalations by 10%. · Created 3 help documents for recurring issues, reducing support TAT. · Ensured MarTech SLA to other departments is less than 2 hours on all received escalations. · Routinely checked integrations with other platforms to ensure over 90% of intended data transfer, e.g., Zapier and Room Portal information. · Achieved a 10% reduction in resolution turnaround time for all contact reasons month-on-month. · Created an escalation matrix with clear SLAs for all contact reasons.
• Technical investigation and resolution of customer escalations requiring further technical escalation and liaising with the technical team to ensure timely and accurate resolution. • Tailor making customers responses to make sure clarity to their query and improve customer satisfaction. • Monitoring, investigating responding and resolving customers queries in All Jumo African territory and Asia • Improved customer service experience by coming up with a standardized response to the customer that is easily understood by the customer. • Sharing customers insights, trends, and analysis, that have led to the improvement of customers product. • Work with the customer delivery specialist to ensure that customer's issues are resolved in the shortest time possible and assist in getting to the route cause. • Suggesting business process optimizations that can drive efficiencies in the team
· Conducted technical investigation and resolution of customer escalations, liaising with the technical team to ensure timely and accurate resolution. · Tailored customer responses to ensure clarity and improve customer satisfaction. · Monitored, investigated, responded to, and resolved customer queries across all Jumo African territories and Asia. · Improved customer service experience by developing standardized responses that are easily understood by customers. · Shared customer insights, trends, and analysis, leading to product improvements. · Collaborated with the customer delivery specialist to resolve customer issues quickly and assist in identifying root causes. · Suggested business process optimizations to drive team efficiencies.