We are thrilled to celebrate Boniface Macharia’s 10-year journey with BrighterMonday. Boniface joined the company in mid-2013 as a Customer Support Advisor and has since grown to become the Deputy Head of Operations & Customer Experience.
In this interview, we chat with Boniface about his journey with BrighterMonday, the significant changes he’s seen in the industry, memorable moments, and what he’s grateful for during his time at the company.
Tell us about your journey with BrighterMonday
Boniface: “I joined BrighterMonday in mid-2013 as a Customer Support Advisor responsible for handling inbound customer requests as well as supporting the telesales team to deliver value to our customers. By the close of the year, I was lead for the 4-person service delivery team under the leadership of the Customer Service Manager. This team was responsible for processing client sign-ups and quality assurance for all classifieds on the site. In the last 3 years, while serving as the Deputy Head of Operations and Customer Experience, I have had the opportunity to focus on a couple of interests I am passionate about; namely customer experience and operational efficiency.”
What are some of the most significant changes you’ve seen in the industry over the years?
Boniface: “In my early years with the business, I spearheaded the development and deployment of the KYC standards that we use to date. I was also responsible for developing, piloting and implementing the customer onboarding process that we use to date. More recently, I have valued being part of cross-functional teams tasked with researching, reporting, and piloting tech tools intended to improve internal processes and delivery. I am also proud to have been part of the original members of the ROAM CX Center of Excellence where I got to interact with CX Practitioners within sister brands across the continent.”
What are some of the most memorable moments or projects you’ve worked on here?
Boniface: “BrighterMonday provides an opportunity to learn and grow. I have examples of colleagues learning new skills and successfully transitioning from one department to another – Customer Service to Sales, Sales to IT, CX to Product, etc. Others, like myself, have had the opportunity to grow and climb the ladder in their chosen field.”
What are you most grateful for during your time at the company?
Boniface: “I am most grateful for the experience of working with a group of brilliant, supportive colleagues. I also appreciate the opportunity I have had to exercise my skills in my areas of interest and have my efforts recognized.”
We are grateful to have Boniface as a member of the BrighterMonday team and look forward to seeing all that he will accomplish in the future. Congratulations, Boniface, on your 10 years of service and thank you for all that you do!