Customer Experience ExecutiveOct 2013
• Receiving customer issues and finding and delivering First call resolutions within 180 seconds average handle time. • Solving data billing, voice billing and premium content billing complaints. • Performing express SIM card services such as barring, replacements and clearance of premium content. • Performing mobile money (MPESA) related operations such as barring/unbarring accounts, unlocking accounts, issuance of start key PINS and airtime/money reversals. • Managing difficult customers.
Manager-South RiftApr 2012 - Oct 2013 (1 year)
Ensure Optimal and Proper Utilization of Resources Personnel management. Overseeing the pricing and discount policies to achieve Sales targets and maximize profits. Coordinating and developing distribution networks in various markets to ensure depth of distribution including small retail traders. Maintaining and building and relationship and identifying new business opportunities with key account customers. Preparing product, customer, competition and sales team performance reports.
Customer Service ExecutiveMay 2008 - Aug 2011 (3 years)
• Selling Airtel products and services (primaries, gross adds and data) • Training of distributor sales agents and appraising their performance • Coordinating after sale services. • Providing customer feedback to Airtel Networks (K) ltd • Maximize sales by creating an excellent selling environment and understanding customers’ needs and preferences. • Ensure optimum standards of grooming, presentation and professional conduct. • Preparing daily, weekly and monthly sales reports
Sales representative (Personal BankingApr 2008 - Oct 2008 (6 months)
Responsible for enhancing quality customer service provision and ensuring profit maximization through pushing and closing sales of bank products and services. Maintain customer contact and relationship Maintain solid product knowledge and advise customers on the various products available and the most suitable. Prepare and submit reports periodically and attend weekly sales meetings to monitor the performance.
Sales Promotions AssistantMar 2007 - Mar 2008 (1 year)
Executing promotion briefs provided by clients. Creating a good working relationship with the outlets Manager and Supervisors. Ensuring changes in prices, discounts, special offers are effected in time. Ensuring neat and effective display POS materials. Monitoring competitor’s activities and providing feedback to the company. Making a diagnosis of any after sales problems and applying the after sales procedures.