Emily Gichuki

I am a highly results-driven, analytical and motivated individual, with over 20 years’ experience in Customer Experience, Service Delivery and Organization Operations. Have a proven track record in Quality Assurance through Process Re-engineering, Process Automation through Systems’ Integrations and re-aligning functional and cross-functional Organization teams. 

I am keen, detail-oriented and possess strong analytical skills, with a clear, logical mind with a practical approach to problem solving and a drive to see things through to completion. Driven and passionate about making a positive change and impact in people’s lives.

I currently work in a BPO as Head of Operations and manage 14 accounts with operations in Kenya, East and West Africa. My passion lies in streamlining operations by standardizing processes, aligning roles and responsibilities, ensuring KPIs and targets are set and communicated, and implementing the right systems to support the processes in place.  And I achieve this by deploying the project management skills I've gained over the years. I believe that customers should receive the best service and experience when interacting with an organization and I strive to deliver this high level of satisfaction.

I am also extremely passionate about making a positive and lasting impact in people's lives and would love to work in an organization such as Burn that does exactly this.

I studied for a Masters in Project Management and gained this diploma from the George Washington University, in order to supplement my vast interest in customer systems implementations.