Experience

AUA Industria

• Kenya
• IT Services and IT Consulting
• 1 - 100 Employee

• Customer Care Officer/Technical Maintenance & Service Supervisor

  • Nov 2019 - Present

  ➢ Inspect sites regularly to identify problems and necessary maintenance.➢ Supervised team of 10 field technicians in performing services and maintenance of access control, cctv, Vaults and small projects.➢ Prepare weekly maintenance schedules and allocate work as per forecasted workloads.➢ Coordinate daily cleaning and maintenance activities.➢ Oversee all repairs and ensure that work is completed on time.➢ Maintain all inventory and equipment and ensure proper storage.➢ Comply with all health and safety regulations and practices on site.➢ Conduct preventative maintenance work.➢ Conduct follow-ups on all maintenance and repair work.➢ Conduct safety inspections as scheduled.➢ Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.➢ Monitors or reviews calls or other correspondence between representatives and customers.➢ Ensures that representatives are informed about changes to company products and services.➢ Collects data and prepares reports on customer complaints and inquiries.➢ Prepares monthly reports summarizing the assigned customer service team’s performance.➢ Prepares knowledge-based documents such as summaries and responses to frequently asked questions.➢ Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff.➢ Assists with budget preparation for the Operations department.➢ Performs other related duties as assigned.



Securex Agencies (K) Ltd

• SUP

  • Jun 2016 - Nov 2019

  ➢ Manage a team of call centre agents.➢ Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, and abandonment rate.➢ Manage by walking around. Be visible to answer questions.➢ Review the past week’s events, including statistics, results and industry news.➢ Develop schedules with agents each month to ensure call centre objectives are covered.➢ Create residual training pieces to foster growth.➢ Keep Management informed on issues and problems.➢ Monitors individual, team and call centre results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.➢ Monitors service calls to observe employee demeanour, technical accuracy and conformity to company policies.➢ Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.



MultiChoice Group

• South Africa
• Broadcast Media Production and Distribution
• 700 & Above Employee

• Team leader

  • Oct 2015 - Jun 2016

  ➢ Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.➢ Work with functional managers and the team sponsor to obtain necessary resources to support the team's requirements.➢ Assure that the team addresses all relevant issues within the specifications and various standards.➢ Provide the team with a vision of the project objectives.➢ Motivate and inspire team members.➢ Provide status reporting of team activities against the program plan or schedule.➢ Escalate issues which cannot be resolved by the team.➢ Serve as a focal point to communicate and resolve interface and integration issues with other teams.➢ Provide guidance to the team based on management direction.➢ Assure that the team members have the necessary education and training to effectively participate on the team.

• Customer Service Representative

  • Dec 2014 - Sep 2015

  ➢ Determine the number of new customers that have been added to the client base during the current period.➢ Total the number of active customers who have been lost since the beginning of the current period.➢ Proactively engage with loyal and high-risk customers and educate/advise them on available alternatives (products, services and promotions)➢ Predicting customer attrition Put into practice personalized retention plans in order toreduce or avoid their migration, increasing the capability to react and anticipating to possible non-predicted fugues.➢ Responding to an issue that a customer experienced while using the Dstv or Gotv➢ Selecting causes or issues that resonate with customers.➢ Receiving of inbound calls in connection of decoders and up selling➢ Receiving of inbound calls in connection of accounts and resolving any queries the customer might be experiencing.➢ Proactively and creatively engage customers.➢ Assess, evaluate, and provide input to customer communication.➢ Evaluate key customer complaints and establish trends in order to develop a responsive communication approach.➢ Make outbound and receive incoming calls with the purpose of churn recovery.➢ Resolve Customer retention Queries /Complaints.➢ Effectively upsell and cross sell products and services using rapport building, probing needs and suggest alternatives.➢ Attend to any ad-hoc business request from Management aimed at reducing churn.➢ Proactively engage with loyal and high-risk customers and educate/advise them on available alternatives (products, services and promotions)➢ Maintain and clean up Subscriber database.➢ Respond to incoming request for cancellation of debit orders and persuade customers to take up other available options.➢ Finance of Mpesa allocations on Dstv and Gotv accounts



world vision Rwanda

• data agent

  • Jun 2012 - Jun 2012

  Data entry Data entry