Keren Wangechi

As a Marketplace Product Manager and Customer Experience Champion, I specialize in product strategy, user-centric design, cross-functional leadership, market research, and data-driven decision making. At the intersection of technology and healthcare, driving growth and user satisfaction for our innovative solutions.

With a degree in Business Information Technology and multiple certifications in Business Analysis, Process Management, Financial Planning, and Project Management, I have a strong foundation in both technical and business domains. I am passionate about customer service and user journeys, and I have proven experience in customer experience, relationship management, and product services. I am skilled in team management, client retention, and healthcare solutions, and I have contributed to enhancing customer journeys and driving satisfaction for clients.

Delivery Product Manager (December 2022 - Present):

• Facilitate key meetings and provide proactive visibility on delivery targets.
• Analyze market data to inform business strategies.
• Manage commitments using Jira and oversee cross-team dependencies.
• Foster a collaborative working culture and enhance team performance.
• Act as a product manager, ensuring adherence to scope and participating in the discovery process.

Marketplace Product Manager (September 2021 - September 2022):

• Coordinated budget preparation and variance reporting.
• Sourced and onboarded new partners, including contract negotiations.
• Utilized market data analysis to inform business strategies.
• Managed sales and marketing teams, interpreting metrics for decision-making.

Agency Services Associate (June 2022 - November 2022):

• Coordinated training and supported activations for sales.
• Managed sales force welfare and oversaw partnerships.

Analyst, Customer Experience (November 2020 - September 2021):

• Optimized client network and promoted technology usage.
• Sourced and onboarded new clients, tracking experiences.
• Aligned CX strategies with marketing and business goals.

Analyst, Commercial Service (March 2020 - November 2020):

• Managed relationship teams and ensured financial controls.
• Implemented commercial processes and analyzed project performance.

Technical and Customer Support (June 2018 - March 2020):

• Provided operational and revenue support, managed relationships.
• Ensured quality controls and streamlined operations.

ICT Technician (December 2017 - June 2018):

• Managed computer installations, maintenance, and provided AV support.

Volunteer ICT Support Helpdesk Engineer (October 2016 - September 2017):

• Managed IT hardware, imaging, and supported outreach branches.

Intern ICT Support Helpdesk (July 2016 - September 2016):

• Provided network support, technical assistance, and maintenance

Education Background and Certifications:

1. Getting Started with Jira (Coursera- Online March 2024- April 2024)
2. Agile Leadership Specialization (LinkedIn- Online, February 2023- February 2023)
3. Google Project Management Professional Certificate (Coursera- Online, October 2021- January 2022)
4. Sales Skills (Hubspot- Online, July 2022- September 2022)
5. Product Management (Alison - Online, January 2022 - February 2022)
6. Project Management (Google - Online, October 2021 - January 2022)
7. Kickoff Waterfall & Agile (Project Management Institute, September 2021 - October 2021)
8. A+ -Hardware and Software Support Certification (Computer Pride - Nairobi, July 2017 - August 2017)
9. N+ - Networking LAN/WAN Management Certification (Computer Pride - Nairobi, August 2018 - October 2018)
10. Diploma in Business Information Technology (KCA University, September 2014 - December 2016)
11. Certificate in Information Technology (Wantech Computer College - Nairobi, January 2012 - June 2012)