Experience:
EXPERIENCE
Customer Experience Manager
Influx
Oct 2020 - Present
O Processed milestones for the clients and employees to work toward.
O Used specialist knowledge to demonstrate and educate customers on relevant functionality and content resulting in increased adoption of the company's products/services.
O Gauged customers' level of engagement with the company and provided feedback to the other teams regarding products and services improvement to ensure achievement of individual C-SAT scores.
O Provided insights to customers to ensure they get the most out of the platform with the aim of helping grow the company's client base.
o Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions, are taken.
o Checked to ensure that appropriate changes were made to resolve customers' problems to improve the customer experience.
o Referred unresolved customer grievances to designated departments for further investigation.
o Compared disputed merchandise with original requisitions and information from invoices and prepare invoices for returned services.
o Recommended improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
O Established proper courses of action to ensure that work product was completed to the highest standards of quality, efficiently, and on-time/within proper time limits.
Merchant Support Analyst
PESAPAL
Nov 2019 - Oct 2020 (1 year)
O Was in charge of managing the company’s business relations with merchants using the CRM systems.
O Developed and executed retention strategies as part of the customer success plan for accounts, in conjunction with account managers.
O Identified and investigated opportunities to raise to account managers for action and shared insights to aid the sales process.
O Served as the primary contact for the onboarding of new customers, the training of platform end users, as well as post-activation support.
O Followed through on commitments made to customers,
O Created and maintained a positive, supportive customer-oriented environment for all clients.
O Resolved problems raised by merchants by clarifying issues, researching, and exploring the company's solutions helping them in an appropriate manner.
O Delivered tailored engagements (one-to-one training, webinars) that helped customers to maximize the value derived from PesaPal's solutions post-sale and built intimacy.
O Monitored and controlled risks associated with merchants.
O Was tasked with reviving dormant merchant accounts and ensuring continued business. ensured that all active accounts were transacting.
O Worked hand in hand with the sales team to ensure quality service delivery to the company's partners. was in charge of preparing daily, weekly and monthly reports of the sales team performance and the merchant team as well.
O Facilitated e-commerce integration for all e-commerce channels.
O Was effective in introducing new strategies for revenue growth for the company.
O Worked closely with the marketing managers to ensure the company was up to date with the current market demands as per the merchant’s needs.
O Frequently followed up with existing and new merchants to ensure smooth business operations
Customer Experience
PESAPAL
Jul 2018 - Oct 2019 (1 year 4 months)
O Was the first point of contact for all business customers.
O Proactively and quickly resolved customer issues (from emails, calls, and social media) as per the SLA, maintaining a high level of customer satisfaction.
O Achieved and maintained 80% customer engagement time.
O Recognized, recorded, and informed the supervisors regarding the trends in external customer calls. made recommendations of alternate solutions when customer expectations could not be met and followed relevant escalation contact protocols.
O Was instrumental in recording details of comments, inquiries, complaints, and actions is taken.
O Prioritized received issues in order to identify and escalate situations requiring urgent attention.
Business Development Specialist
KENYA WOMEN MICROFINANCE BANK
Jun 2017 - Jul 2018 (1 year 2 months)
O Was instrumental in providing advice on promoting, selling, and structuring a wide and diverse range of financial solutions customized to best meet the financial needs of high-value commercial customers.
O Mined and analyzed customer data to identify and plan for expansion and additional business opportunities.
O Performed proactive liaison role between customers and back-office service fulfillment and credit functions.
O Interacted frequently and closely with all clients to analyze and establish ongoing needs and to assist clients in better understanding their financial needs.
O Accurately and efficiently processed customer mandates/documentation (KYC) requirements for financial facilities.
O Was instrumental in ensuring 100% compliance with the bank's policies and procedures on account opening.
O Ensured compliance with the relevant central bank of Kenya (CBK) prudential guidelines for new customers.
O Maintained exceptional knowledge of various banking products and services and associated policies and procedures.
O Ensured customers received exceptional relationship management by identifying and meeting their needs through the provision of a range of products and services.
O Identified opportunities to migrate top-end relationships.
O Provided a central advisory/information/query handling service point for a broad range of portfolios. was tasked with acquiring and opening new business accounts on a face-to-face basis, as well as cross-selling additional value-added solutions to both new and existing portfolios to assist clients in growing their businesses.
O Developed and implemented a client calling schedule to visit all clients in the portfolios.
O Managed "early warning list" customers to reduce risk as per the H. Q’s and regional guidelines.
Customer Service Specialist
KENYA WOMEN MICROFINANCE BANK
Dec 2015 - May 2017 (1 year 6 months)
O Explained and structured/customized credit loan facility options, parameters, and qualifying criteria to customers.
O Supported customers in the completion of credit application information requirements e.g. balance sheets, financial statements, and management accounts.
O Monitored daily referrals to ensure client facilities were managed within the parameters set by credit. exercised discretion regarding account conduct based on close knowledge and understanding of client activities.
O Explored and advised clients on alternative solutions in the event of credit declines. provided clients with information on new and existing products and services and assisted clients in making informed decisions.
O Ensured clients were compliant with the bank KYC requirements. planned and implemented annual credit reviews for the portfolios. notified customers regarding approval/decline of credit loan facilities.
O Was recognized as office advisor and coach and assigned to new hires for training. analyzed client data and provided written and verbal recommendations in the areas of financial business growth and development, budgeting, and debt management. led a targeted marketing campaign to generate new business leads for the bank.
O Transitioned the branch from a severe negative cash flow position to healthy positive cash flow within 12 months with a 30% increase in fixed deposits.
Education:
Kenyatta University
2011 - 2015
Bachelor’s Degree in Financial Economics, Financial Planning, and Services
Skills:
◦ ZENDESK SUPPORT
◦ ZOHO CRM
◦ CUSTOMER EXPERIENCE
◦ CUSTOMER RETENTION
◦ CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM (CRM)
◦ BUSINESS DEVELOPMENT
◦ CUSTOMER SATISFACTION
◦ REPORT WRITING
◦ ACCOUNT MANAGEMENT
◦ ANALYTICAL SKILLS
Additionally:
Solution-focused, multi-faceted Customer Experience, Merchant Support Specialist, and Account Manager demonstrating expertise in building top-performing organizations consistently exceeding revenue and profit objectives within a challenging, competitive and volatile market. Outstanding accomplishments in business start-up, turnaround, and client base management across diverse industries, reinvigorating organizational infrastructure, inventory, technologies, processes, and financial measurement systems. Delivered strong and sustainable revenue/income gains with equal expertise in business development through customer engagement and business retention.
