Experience

Ikigai Nairobi

• Kenya
• Executive Offices
• 1 - 100 Employee

• Sales and Business Development Manager

  • Nov 2022 - Present



Nairobi Garage

• Kenya
• Executive Offices
• 1 - 100 Employee

• • Jul 2022 - Oct 2022

• • Jun 2021 - Jun 2022

• • Jul 2019 - Jun 2021

  Coworking started in 1995 in Berlin. It is described as “working together as equals”. There are now more than 600 coworking spaces worldwide. Why do people consider coworking instead of an enclosed “safe” office? The energy of productivity, the flexibility, and the networking.I execute the company's sales strategy for coworking offices. As a problem solver, I help define your office solution and provide a strategic exclusive office solution for you. I love meeting with potential clients, creating memorable customer experiences and understanding what keeps them awake at night. CRM and Sales pipeline are my best friends, as they help me to do followups and ensure that I am efficiently closing on deals.Closing sales and seeing freelancers, corporates, self-starters grow and be successful in Nairobi Garage gives me great satisfaction Show less



Stawika Capital Limited

• Banking
• 1 - 100 Employee

• Head of Marketing

  • Jan 2018 - Jul 2019

  Stawika is a Fintech... a mobile lending app that provides loans for anyone with a great credit score. Mobile loans have been a controversial industry, nevertheless, they are here to stay. I wrote an article about this here: https://rahabkinyanjui.wordpress.com/2019/05/21/are-mobile-loan-apps-bad/ What is required more than ever is financial education. Most of the users are small business owners and employed people. We provided B2B and B2C loans. I first came in as Head of CX but realised there also a gap in Marketing. As a marketer and cx, I got to design, implement and track marketing strategy and the customer experience strategy. Normally marketers sit in the boardrooms with their whiteboard wales and create customers who aren't real customers. Meanwhile, it is the CX Team who actually interact with the customers. so I had the best of both worlds allowing me to achieve and succeed. Rather than make up a customer based on surveys and data, I sought out customer stories and allowed my customer's true voices to be heard and I was able to create the real customer persona based on real customer conversations. It allowed us to develop and implement a product road map based on real-world suggestions and oppurtunities My achievements here were: Watching the number of registered users rise from 10,000 to 1,000,000 through digital marketing Meeting and engaging with customers Designing, developing a winning Marketing and CX strategy of 2019 and 2018 Winning the 2nd Digital Innovation Awards. Getting that award was due to persistence, determination and sweat. I consider it one of my greatest career achievements. Show less



poa! internet

• Kenya
• Technology, Information and Internet
• 100 - 200 Employee

• Head of Customer Experience

  • May 2016 - Feb 2017

  •Developed and implemented the 2016-2017 poa! CX and customer acquisition strategy. It set up the SLAs, targets, Processes, Procedures, Budget and Resource Planning • Managing and collaborating on poa! events • Supporting and assisting the Head of Marketing in implementing marketing activations • User Buyer Research -CX Calling project that became the voice of the customer and identified trends and resulted in a new product, In-House Internet • Implementing marketing strategy online and offline through social media and marketing activations respectively • Established the Wow and MoM CX operations Dashboard that identifies trends and areas of improvement Show less



OLX

• Netherlands
• Software Development
• 700 & Above Employee

• Customer Service Manager

  • Jun 2012 - May 2015

  • Worked with the CX team engage and respond to 100 customer emails daily on Zen desk and reduced the 1ST response time from 48 hours to 2 hours • Set up the Customer Service Dashboard through root cause analysis that identified Fraud as a worrying trend for customers. This allowed the developing of processes and procedures to make OLX customer transactions safer. This resulted in a 30% improvement in customer experience and general business administration. • Developed and implemented the OLX Customer Service Operations Strategy for 2012, 2013 and 2014. This included Budget and Resource Planning, Policy, and Process mapping. • Developed and implemented a Staffing and Shift Management Plan that resulted in a 80% improvement in 1st Time Response on Zen desk • Trained, managed and mentored a team of 10 customer service agents. Developed two CS Agents to become team leads and two CS interns to become CS Agents • Part of the team that implemented Marketing campaign and strategy online and offline • Collaborated with the Marketing team to develop acquisition strategy that increased the number of new advertisers from 500 to 50,000 new customers • Supporting the Head of marketing in coordinating and managing marketing events and offline activations • Set up the Customer experience strategy that identified Fraud as a worrying trend for customers. This allowed the developed of processes and procedures to make OLX customer transactions safer. This resulted in a 30% improvement in customer experience and retention. Show less



Naspers Limited

• South Africa
• Investment Management
• 200 - 300 Employee

• Customer Service and Social Media Executive

  • Jan 2012 - Jun 2012

  • Driving end-to-end customer engagement strategies via social media and email to meet customer needs and customer support research for continuous improvement. • Developed and implemented weekly Customer Service Activity reports and CS Monthly Activity Plans which required a high levelof numeracy and an analytical aptitude Responding and engaging customers via social media (Facebook and Twitter)and Email  Use of social media metrics and analysis of customer engagements to understand and anticipate needs of our customers.  Customer service training to internal and external Dealfish Kenya users  Writing of social content for Twitter, Facebook and Dealfish blog to engage customers.  Successful diagnosis and resolution of user functionality  Creation and update of customer support documentation  Creation of summary reports, charts and graphs to analyze customer service requests  Logging of issues in CRM system and redirecting issues to the appropriate resource  Produce weekly Customer Service Activity reports  Setting of Customer Service Monthly Activity plans Show less



MIH Internet Africa (Naspers)

• South Africa
• Human Resources
• 1 - 100 Employee

• Customer Service Representative

  • May 2011 - Feb 2012

  • Leadership in Call Center Management delivered high quality service to all calling clients and customer correspondence with an unrelenting customer focus • Ensured First Contact Resolution where possible and following up escalating issues to resolution to ensure superior customer experience and customer loyalty  Educating calling customers on all Mocality products and services  Ensuring First Contact Resolution where possible, and escalating and following up issues to resolution where applicable  Maintaining high customer satisfaction for customers  Collecting and recording all information provided by calling customers for use in provision of quality service;  Following call centre laid down processes, procedures & instruction in provision of services.  Ensure authenticity and quality of business listing in the business directory Show less



Barclays Corporate & Investment Bank

• United States
• Financial Services
• 700 & Above Employee

• Customer Service Advisor

  • Jan 2008 - Sep 2008

  Responsibilities:  Written resolution of queries and complaints by customers  Obtaining customer feedback on their perception of services and produce customer satisfaction survey reports  Management of the customer service feedback system  Ensure all tasks, deliverables, resolutions, etc are captured in CRM and acted on promptly  Served as the Customer Service Champion at branch level using coaching and SMART objectives to train, motivate and evaluate the quality of customer service.  Organizing Customer Service days which involved magic moments created for customers, interaction with customers in line with the Customer Service Focus day  Efficient management of telephone calls coming into the branch Show less