Jack Ambai.

Current

Senior Customer Experience Executive

Qwetu Student Residences, Acorn Holdings Africa Nairobi

Owning the customer-facing operating rhythm of a student residence: resident accounts, vendor coordination, asset integrity, incident response, and the weekly reporting cadence that informs leadership decisions.

• Manage day-to-day resident accounts, billing inquiries and reconciliations within the financial-control framework.
• Coordinate maintenance, housekeeping and security teams to keep service quality and issue resolution consistent.
• Author the operational and customer-performance reports that shape monthly management and budget decisions.
• Maintain the property asset registry for insurance, supporting risk management and regulatory compliance.
• Run risk assessments and incident reports that drive claims processing, recovery and forward mitigation.
• Brief staff and residents on insurance coverage, health policies and claims procedures to lift transparency.
• Support staff onboarding, training and performance management against agreed service standards.
• Handle resident escalations professionally, protecting satisfaction, retention and brand reputation.

• Resident Operations
• Asset Registry
• Cross-functional Coordination
• Reporting
• Risk & Compliance

Dispatch Services Executive

Jumia Nairobi

Last-mile, on the clock. Coordinated daily dispatch and logistics so SLAs were the default outcome, not the exception, with a tight feedback loop into finance, vendors and customers.

• Coordinated daily dispatch and logistics, ensuring accurate order processing and timely delivery against SLAs.
• Monitored delivery KPIs, order cycle times and operational data to surface service gaps and cost-reduction opportunities.
• Resolved delivery-related customer issues promptly, lifting customer experience and service reliability.
• Liaised with finance and vendor teams to reconcile order discrepancies, refunds and service-level payments.
• Built weekly operational and performance reports in Excel and internal dashboards for management decisions.

• Last-Mile Logistics
• SLA Management
• KPI Reporting
• Vendor Reconciliation

Insurance Operations Executive

Nyadwe Insurance Brokers Ltd Nairobi

The formative years. Five seasons inside a brokerage learning policy mechanics, claims, regulatory edges, and how to talk to clients about coverage in language that doesn't insult them.

• Implemented and enforced a zero-credit policy: operational controls that minimised receivables, improved cash flow and reduced portfolio risk.
• Reviewed policy documents, endorsements and transaction records to resolve client escalations within policy terms and regulation.
• Ran comparative analysis of insurance products across multiple insurers, advising clients on coverage suited to risk profile.
• Prepared and issued accurate insurance quotations with timely turnaround and full procedural compliance.
• Received, reviewed and analysed claims documentation to support reimbursement and processing.
• Supported customer onboarding and policy administration, ensuring complete documentation and standards adherence.
• Resolved policy-related client issues professionally, driving retention and satisfaction.
• Promoted risk awareness by clearly explaining policy terms, coverage limits, exclusions and claims procedures.
• Trained and supervised interns to operational and service standards.

• Insurance Operations
• Claims
• Policy Administration
• Client Advisory
• Team Supervision