Peace Edu Musa

• Lead end-to-end operational execution across client and field activities, coordinating schedules, resources, service requirements, and delivery priorities to achieve a 97% job completion rate.
• Plan and execute operational projects from planning and preparation through implementation, and stabilization, coordinating stakeholders and ensuring activities are completed against agreed requirements and timelines.
• Conduct on-site inspections and service reviews to verify operational execution, identify gaps, and ensure service activities meet required standards.
• Monitor operational KPIs and workflow performance, identifying bottlenecks and implementing corrective actions to improve execution and team accountability.
• Conduct root-cause analysis for recurring customer complaints, service issues, and changes in operational performance, using customer feedback, data analysis, and direct engagement to identify underlying causes and implement appropriate solutions.
• Conduct customer feedback and NPS-related engagements to gather qualitative insights, analyze recurring themes, and translate findings into
actionable operational improvements.
• Compile and present monthly operational performance and workflow analytics to senior leadership, highlighting trends, risks, performance gaps, and recommended actions.
• Support cost optimization and resource planning initiatives while maintaining required service and operational standards.
• Contributed to a 98% customer renewal rate and 102% year-on-year growth in new client acquisition through disciplined operational execution and service improvement.
• Contributed to the country operations team being recognized as the best-performing operations unit in the region in 2024.

• Supported the activation and go-live of Kwik Store, a digital marketplace integrating multiple vendors with Kwik's logistics platform through API-enabled rider ordering at checkout.
• Participated in pre-launch and live testing, using structured checklists to validate the customer-facing experience, identify defects, and flag issues requiring resolution before and during go-live.
• Conducted end-to-end customer journey testing by placing test orders as a customer to identify usability issues, system errors, and potential points of failure across the ordering and logistics process.
• Worked cross-functionally with relevant teams to communicate identified issues, support troubleshooting, and improve the reliability of the customer ordering and delivery experience.
• Supported the Abuja market launch from the Lagos-based backend operations team, managing prospective customer enquiries and supporting order
fulfilment while the local team was being established.
• Monitored live operational performance and investigated service blockages, using customer feedback, operational data, and NPS calls to identify root causes and recommend corrective actions.
• Conducted structured root-cause analysis during periods of declining orders or increased customer complaints, combining customer interviews, feedback analysis, operational data, and performance trends to identify underlying issues.
• Managed complex customer and partner issues across operational channels, contributing to an 80% reduction in SLA breaches.
• Collaborated across teams in a fast-paced logistics environment to improve workload distribution, task completion, and operational continuity.
• Maintained proactive engagement with partners, contributing to an 84% increase in partner retention.

• Led end-to-end onboarding of new partners and clients, coordinating documentation, process orientation, training, and operational integration to achieve 90%+ conversion into long-term partnerships.
• Verified fieldwork and onboarding documentation against operational requirements, achieving 100% compliance and reducing errors during partner integration.
• Designed and coordinated partner training sessions to ensure teams understood required processes, tools, service expectations, and operational standards before commencing activities.
• Monitored post-onboarding partner performance and used weekly operational reports to identify readiness gaps and drive corrective actions.
• Identified workflow gaps and implemented process improvements that strengthened onboarding efficiency and partner performance

• Conducted audits of financial records and field billing activities to verify accuracy, compliance, and operational efficiency.
• Investigated field complaints, identified root causes, and supported resolution of operational issues.
• Coordinated client-company communication to improve transparency and ensure timely resolution of field issues.
• Maintained cloud-based operational data systems, supporting accurate reporting and access to key operational information.

• Supervised day-to-day service operations, ensuring accurate order processing, timely delivery, and consistent service standards.
• Managed customer issues and operational complaints, identifying solutions that supported customer retention and service quality.
• Improved customer service processes and operational workflows to enhance efficiency and guest satisfaction.