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Diana M. — Senior Customer Success and Operations Director from Kenya

Diana M.

Senior Customer Success and Operations Director

Kenya 6+ years
Open to offersNew to Platform
Languages
English
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About

Diana M. is a seasoned Customer Success and Operations Leader with over 10 years of experience managing outsourced customer support portfolios in global and regional organizations, including Influx Inc and Rocket Products Ltd within the BPO and logistics sectors. Currently serving as Service Delivery Director at Influx Inc, she leads Customer Success Managers overseeing client relationship governance, SLA performance, revenue retention, and account growth. Her background includes large-scale workforce leadership, managing teams of 50-100 agents, directing operational reviews, and implementing structured performance initiatives. Diana excels in performance analytics, operational risk mitigation, and workforce planning, utilizing tools like Zendesk, Intercom, and Looker Studio to drive data-informed results, strengthen client partnerships, and maintain operational excellence.

Experience

  • Service Delivery Director

    Influx Inc · 2023 — Present
    Mentors a team of Customer Success Managers in managing strategic relationships across various outsourced customer support programs. Ensures performance throughout the client lifecycle, focusing on onboarding, retention, SLA achievement, and KPI performance. Engages in proactive account governance with structured reviews and risk mitigation strategies that bolster revenue and client trust.

  • Service Delivery Manager

    Influx Inc, Australia · 2019 — 2023
    Oversees BPO operations for multiple client accounts involving 50-100 agents. Conducts operational reviews based on SLAs, KPIs, and productivity metrics. Implements performance improvement plans and manages recruitment, onboarding, and training processes to ensure optimal coverage and compliance with SLAs.

  • Client Success and Operations Coordinator

    Rocket Products Ltd · 2016 — 2019
    Acted as the primary operational and customer success contact for blue chip client accounts. Coordinated logistics, shipping schedules, and inventory management to ensure timely fulfillment. Oversaw supplier relationships and managed day-to-day operations at the Kenya office while establishing procedures for enhanced efficiency.

  • Customer Success Executive

    Ramco Printing Works · 2014 — 2016
    Onboarded new clients by clarifying services and operational processes. Managed client accounts and tracked satisfaction, retention, and revenue KPIs to provide performance insights to leadership. Handled escalations and ensured consistent service quality while identifying upselling and cross selling opportunities.

  • Customer Support Specialist

    Company not specified · 2014 — 2016
    Addressed technical customer inquiries and software-related issues. Worked in collaboration with developers and engineers to mitigate recurring technical challenges. Analyzed issue trends and prepared reports to aid product improvements.

  • Digital Content Officer

    The Quantum Group Limited · 2012 — 2014
    Oversaw digital content creation and publication. Coordinated with internal stakeholders to uphold brand and communication standards while supporting marketing initiatives and online engagement strategies.

Skills & Expertise

Customer SupportAccount ManagementCustomer ServiceData AnalystCustomer Service and Admin Support

Education

  • Bachelor in Business and Information Technology
    Jomo Kenyatta University of Agriculture and Technology · — — 2012

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