Caroline Thuo

Experience

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  Oracle

  Nov 2007 - May 2008

  Interaction Center Officer - Direct Sales MEA

  Key ResponsibilitiesGenerated sales Software leads for the Middle East and Africa team by making cold calls and liaising with both business and technical teams to secure contracts.Maintained documentation on market research on Enterprise customers in Middle East & AfricaKey AchievementsAchieved 140% Sales leads generation target

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  OneCom Ltd (Safaricom Subsidiary)

  Dec 2009 - Mar 2012

  Key ResponsibilitiesCoordinated projects to ensure delivery within cost, time, quality and scope Tracked all project activities and meetings such as kick-offs, status, internal and client reviews to deliver customer connectionsDeveloped, maintained and disseminated all project documentation as schedules and status reports to the Business and customersIdentified resources needed and assigned individual responsibilitiesScheduled project work with customers, vendors, internal technical teams and partnersKey AchievementsSuccessful Management of the Roll out of premier MPLS Wide Area Network connecting all General Insurance companies in Kenya to the Association of Kenya Insurers. This secured the digitization of general insurance information countrywide.Successfully Managed premier cloud proof of Value customers with 95% adoption on IAAS, Back up and Storage Show less Key ResponsibilitiesReported on the status of customer service delivery requests and support incidents Coordinated in house field teams, 3rd party contractors and installation partners for New Services and Support of existing serviceStock taking and coordination and tracking of equipment issuance to internal installation teams and 3rd party partnersManaged communication with customers for scheduling, updates, after service follow up and Customer Delight CallsDocumented and submitted reports on customer connections and Network roll outKey AchievementsSuccessfully assisted Network leads with Project management for a premier over the air/WiMAX Network Introduced a customer delight measurement initiative that resulted in a companywide score of 98% happy customers FYR 2009/10 Show less

  • Project Coordinator - Service Delivery & Support

    Jan 2011 - Mar 2012

  • Technicians Assistant - Service Operations Center

    Dec 2009 - Dec 2010
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  Safaricom PLC

  Mar 2012 - Sept 2024

  Responsible for leading agile delivery at multiple levels across the organization in order to deliver value to Business, Customers and employeesAgile coach Fixed data Tribe | Fintech Solutions Tribe (Mobile Financial Payments MPesa) | Technology Cluster lead coach 12x Tribes and Centers of Excellence (Digital IT, Telco Network, Vendor & Service Management)Lead a team of agile coaches to support +20 agile teams for delivery of Business and customer value Guide Tribe leadership, Product owners and developers in agile delivery Lead multiple teams in Sprint planning, sprint review, sprint retrospectives, backlog refinement and program level agile ceremonies I.e Tribe Review, Big room planning, chapter boosts, PO sync, POCLACGrow agile maturity across multiple dimensions I.e Customer obsession, agile practices, mission/purpose/Objectives and Key Results. Show less Key ResponsibilitiesLed teams in successful Large Enterprise Project Design, Planning, Monitoring, controlling and closureManagement of projects using methodologies such as Waterfall, Agile or Hybrid.Tactful Stakeholder engagement at multiple hierarchies in the Business, Technical, vendor and customer organizations.Successfully delivered projects within Time, Scope, Cost and Customer Acceptance criteria/QualityOrganized multi-disciplinary teams in matrix model to cohesively and successfully work together towards project and program delivery.Designed and implemented project Strategies for Change, Quality and Risk ManagementLed Communication Management as a single point of contact for the Business, Technical and customer organizations.Proactive Cost Management by tracking project expenditure against approved budget and subsequent approval of paymentsKey AchievementsIntroduced transformative workflow demarcations that led to realization of revenue and customer Net Promoter Score targets.On Time Performance above 105% for projects rolled out FYRs 2017, 2018, 2019 and 2020Led sectional team in End To End automation testing of a USD10M project aimed at optimizing service delivery to customersOn Boarded and coached award winning Project managers. Show less

  • Senior Agile Coach - Technology

    Apr 2021 - Sept 2024

  • Project Manager (Large Enterprise) - Technology Enterprise Services

    Mar 2012 - Apr 2021
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  KCB Bank Group

  Sept 2024 - now

  Senior Manager | Agile Coach, Business Services & Solutions

  Enterprise Agile Transformation