I lead the operations and strategic growth of Hostnali Webhost Limited, a web hosting and digital solutions company. My role involves overseeing customer support operations, managing Linux-based servers with cPanel and WHM, and implementing WHMCS for automated billing and account management. I handle technical aspects including DNS configuration, email deliverability, website migrations, and cybersecurity measures such as firewalls, backups, and malware scanning. Additionally, I design and optimize WordPress websites, manage integrations, and ensure top-tier service delivery that maintains high client satisfaction and retention rates.

In this role, I managed high-volume inbound and outbound calls, assisting customers with account inquiries, product education, and troubleshooting. I actively supported debt recovery by negotiating sustainable repayment plans and maintained accurate records that improved follow-up efficiency. My consistent focus on customer satisfaction helped strengthen client relationships and meet performance targets.

As an Account Manager, I was responsible for managing loan accounts, following up with defaulting customers, and negotiating realistic repayment plans. I ensured accurate account records and collaborated with the finance team to improve loan recovery rates and overall cash flow, while maintaining positive client relationships.

I worked closely with the development and quality assurance teams to test both new and existing mobile devices, identify bugs, and provide actionable feedback. My role contributed to product optimization and enhanced user experience for devices entering the Kenyan market.