ESTHER NYABOKE KENYANYA

Project Manager | CRM & Workflow Automation Specialist

Results-driven Project Manager and CRM Automation Specialist with 10+ years of experience leading complex operations, coordinating cross-functional teams, and delivering projects in regulated and high-accountability environments. Strong background in project planning, execution, monitoring, reporting, and stakeholder management, complemented by specialized training in Zapier, Make.com, Monday.com, Airtable and ClickUp tools to design scalable automation systems that help business owners streamline operations and accelerate growth. Proven ability to improve efficiency, visibility, and accountability through strategic workflow automation and efficient management of projects.

enkenyanya@gmail.com(+254) 721 644 074Nairobi, Kenya

Experience

Airbnb Co-host & Operations Coordinator

Source C & M (Pty) Ltd.

2023 – 2025 · Remote (Freelance)

  • Managed end-to-end operations for 15+ Airbnb listings, coordinating vendors, schedules, maintenance workflows, and quality control to ensure seamless guest experiences and property standards
  • Designed and implemented structured workflows for guest communication, booking confirmations, check-in instructions, follow-ups, and issue resolution, improving response efficiency by 40% and enhancing guest satisfaction ratings
  • Developed comprehensive SOPs for cleaning protocols, maintenance procedures, guest communication standards, and emergency handling to maintain operational consistency across multiple properties
  • Managed strategic pricing decisions, guest refunds, and discount approvals based on circumstances, balancing guest satisfaction with business profitability and revenue optimization
  • Implemented CRM-style tracking systems using Monday.com and ClickUp to replace inbox-based and spreadsheet workflows, centralizing operations data and improving visibility

Operations Manager

Independent Policing Oversight Authority (IPOA)

2018-05 – Present

  • Led cross-departmental coordination across Investigations, Inspections, Monitoring, Research, Legal, and Administration, ensuring seamless alignment with organizational goals and strategic priorities
  • Translated strategic and annual work plans into actionable project schedules, milestones, and deliverables, driving execution across multiple departments
  • Managed resource allocation and workload distribution across teams using the Enterprise Case Management (ECM) system, ensuring optimal staff deployment and productivity
  • Oversaw task scheduling, dependency management, and deadline tracking to ensure timely completion of departmental objectives and institutional deliverables
  • Monitored Key Performance Indicators (KPIs) and departmental performance metrics, conducting regular progress reviews and implementing corrective actions where necessary
  • Coordinated internal and external stakeholder engagement to align operations with institutional objectives, fostering collaborative relationships and mutual accountability
  • Oversaw reporting cycles and ensured timely, accurate performance reports for senior leadership and oversight bodies

Senior Compliance & Inspections Officer

Independent Policing Oversight Authority (IPOA)

2015-08 – 2018-04

  • Planned and executed 250+ compliance inspections, managing schedules, coordinating inspection teams, and overseeing reporting timelines to ensure comprehensive coverage and accountability
  • Used Enterprise Case Management (ECM) system to track inspections, document findings, manage follow-ups, and maintain case records with full traceability and compliance
  • Coordinated complaint handling processes and supported the Case Intake Committee in admissibility reviews, ensuring thorough evaluation and appropriate action
  • Prepared monthly, quarterly, and semi-annual performance and compliance reports for senior leadership, providing data-driven insights and strategic recommendations
  • Generated operational insights and recommendations to improve accountability, reduce resolution timelines, and enhance institutional effectiveness
  • Supported stakeholder engagement and public awareness initiatives, managing outreach activities and fostering collaborative relationships with key partners

Enforcement & Compliance Officer (Investigations)

Kenya Forest Service

2003-09 – 2009

  • Conducted thorough investigations for 200+ cases, ensuring accurate documentation and full compliance with investigative standards and protocols
  • Supported development and rollout of departmental investigation protocols, improving procedural efficiency by 25% and reducing case backlog
  • Coordinated prosecution support for 150+ forest-related legal cases, achieving a conviction rate of over 85% in documented offenses
  • Improved documentation and file retrieval processes, contributing to 20% faster access times and enhanced record-keeping accuracy

Career highlights

January 2023

  • Started: Airbnb Co-host & Operations Coordinator at Source C & M (Pty) Ltd.

    Source C & M (Pty) Ltd.

May 2018

  • Started: Operations Manager at Independent Policing Oversight Authority (IPOA)

    Independent Policing Oversight Authority (IPOA)

August 2015

  • Started: Senior Compliance & Inspections Officer at Independent Policing Oversight Authority (IPOA)

    Independent Policing Oversight Authority (IPOA)

September 2003

  • Started: Enforcement & Compliance Officer (Investigations) at Kenya Forest Service

    Kenya Forest Service

Skills

Project PlanningScheduling & ExecutionOperations & Program ManagementCross-Functional CoordinationResource Allocation & Workload ManagementKPI TrackingMonitoring & ReportingStakeholder Engagement & GovernanceSOP Development & Process ImprovementCRM & Workflow AutomationECM (Enterprise Case Management)Monday.comClickUpZapierMake.comGoogle WorkspaceMS office

Education

Next University

Africa Nazarene University

University of Nairobi

Certifications

  • Google Project Management Certificate – Coursera (Ongoing)
  • Project Management Fundamentals – IBM (2025)
  • Monday.com for Project Management – Udemy, 2025
  • Hands-On Project Management – HOPM (2025)
  • Project Management with (Asana & Slack) – AQskill (2023)
  • Customer Relationship Management – AQskill (2023)
  • Leadership & Management – Luxury Academy, London (2020)
  • Project Management for Development –Riziki Learn; 2022
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