Yellow: Scaling Energy and Smartphone Access
Bridging the 'delivery gap' for essential technology in rural Uganda.
My Role
- Account Manager (Market Pilot)
- Operations Manager (Customer Support & Aftersales)
The Objective
At Yellow, my objective was to bridge the "delivery gap" for essential technology in rural Uganda. I led the transition from a "Zero to One" pilot phase to a national-scale operation, focusing on making smartphones and solar energy accessible to everyday Ugandan families through smart financing and localized operational systems.
Smartphone Financing:Market Launch & Scale
Account Manager (Market Pilot)
Led the launch of Uganda’s first large-scale smartphone financing program for Yellow.
- Market Testing: Managed the pilot that proved people in rural areas wanted and would pay for smartphone loans.
- Scale: Contributed to a growth path resulting in 5M+ total sales (phones and solar units).
- Credit Decisions: Personally approved 2,000 loans using specialized underwriting tools, ensuring 70% of new borrowers stayed on track with their payments.
- Partnerships: Helped set up 50+ shop partnerships, hired, trained a team of 10+ account managers to lead the rollout.
5M+
Total Sales
2,000
Loans Approved
70%
Borrower Success Rate
50+
Shop Partnerships
Solar Operations:Systems & Customer Success
Operations Manager (Customer Support & Aftersales)
I helped build and manage the systems that supported thousands of rural customers throughout their journey.
- Field Management: Grew a team of 100+ agents across rural regions using automated tracking to ensure high-quality work.
- Problem Solving: Oversaw 1,000+ monthly help requests, fixing 98% of problems and increasing customer happiness by 30%.
- Smart Automation: Designed a custom SMS alert and payment system reminders for Ugandan users, which reduced customer confusion and helped them stay on track with payments.
100+
Active Agents
1,000+
Monthly Help Requests
98%
Problem Resolution Rate
30%
CSAT Increase
Bridging the Gap:The Localized Pay Guide
To reduce support tickets and drive rural adoption, I transformed complex payment procedures into localized visual guides.
English Pay Guide
Luganda Pay Guide
““I realized that a strategy is only as good as the tools the field team uses. By localizing the customer experience, we turned operational bottlenecks into streamlined delivery engines.””
The Human Impact:Making Life Better
While the metrics prove the scale, the true value lies in the purpose: “Making Life Better for everyday Ugandan families.”
The most fulfilling part of this work was seeing the tangible shift in rural households. It meant a child studying under a clean solar light instead of a kerosene lamp, and a family using a smartphone to access markets and information for the first time. We didn’t just sell products; we provided the tools that unlock progress for families the world often overlooks.