Experience

Scania East Africa

• Kenya
• Motor Vehicle Manufacturing
• 1 - 100 Employee

• Improvement, Development & Competence Manager

  • May 2013 - Present

  Improve efficiency and effectiveness of performance and management of processes across departments. Generate leads and capitalize on valuable business opportunities to bring in new company revenue and improve bottom line profit. Evaluate impact of process change on overall operation and determined return on investment. Respond rapidly to market shifts to make changes to corporate processes. Evaluate corporate business processes to align outcomes with strategic goals and corporate vision. Achieve cultural shifts and process change through tenacious determination and interpersonal skills. Conduct focus groups, surveys and feedback sessions to gather input from stakeholders. Promote change through positive promotion, benefits demonstration and interactive approach. Analyze steps of activities to discern existence of business processes for formalization. Gather and analyze large amounts of data to determine improvement projections. Leverage expertise and training to develop effective business plans, achieve profitability goals and grow business and client retention.



Scania Tanzania Ltd

• Nigeria
• Truck Transportation
• 1 - 100 Employee

• SRS & Competence Manager

  • Mar 2013 - May 2013

  Managed and motivated project teams to promote collaboration and keep members on-task and productive. Gathered requirements, defined scopes, allocated resources and established schedules meeting or exceeding project demands. Built and utilised reporting systems to keep customers and management in loop with latest information. Led development of internal education curricula for new employees, designing instructional programs to rapidly onboard information systems users. Supported implementation of warehouse management system software applications to enable centralized management of tasks.



Centum Learning Limited

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

• consultant, Team Leader

  • Oct 2010 - Mar 2013

  Responsible for training and coaching Airtel staffs. Facilitated departmental goal setting, developing appraisal schemes to accurately assess employee performance. Evaluated client processes, employee performance and training progress to determine additional training needs. Developed workforce training programs to improve organizational efficiency. Planned and monitored implementation of technology-based learning programs. Contributed to development of comprehensive employee training courses. Targeted diverse learning modalities in development of new course content and training programs. Designed course materials and supported implementation. Mentored team members in tried and true guest service methods, providing feedback to encourage highest sales potential. Fostered positive employee relationships through effective communication, training, and career development coaching. Provided leadership and direction for employees, supervising activities to drive productivity and efficiency. Developed exceptional levels of customer care through targeted training and rigorous staff recruitment processes.



Airtel Tanzania

• Telecommunications
• 700 & Above Employee

• Team Leader

  • Feb 2009 - Oct 2010

  Identified gaps in training to effectively plan and provide coaching opportunities to staff members.Managed efficient till operations, including scanning items, processing payments and issuing receipts.Increased positive customer interaction by 30%, cultivating lasting working relationships by asking open-ended questions to assess and cater to individual needs.Assisted customers with signing up for store loyalty programmes and provide details about key benefits.Addressed customer enquiries and concerns to facilitate decision-making and minimise anxiety or hesitation.Provided service with a smile, offering courteous, helpful advice to best-meet customer needs.

• Corporate Segment Manager

  • May 2008 - Feb 2009

  Sustained customer base by facilitating market research to formulate brand strategies.Boosted client satisfaction ratings by quickly offering proactive resolution ideas while driving actionable responses to questions, concerns or challenges.Participated in various incentive programmes and contests designed to support achievement of production goals.Identified lucrative business prospects through cold calling, networking, marketing and database leads.Proactively identified and solved complex strategy problems that impacted sales management and business direction.Optimised sales volume by managing accounts and building rapport.Grew customer base by identifying needs to deliver relevant product solutions that met client budgets and schedules.Leveraged industry trends in customer industries and marketplaces to shape value-added solutions and approaches for key audiences.Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.Maintained professional demeanor by staying calm when addressing unhappy or angry customers.



Mariestopestz

• Tanzania
• Hospitals and Health Care
• 1 - 100 Employee

• Corporate Client Manager

  • Dec 2006 - May 2008

  Produced strategic development and delivery plans to maximise profit and achieve KPIs. Developed relationships with existing clients to increase repeat spends. Trained junior staff in revenue growth and retention for all round team success. Maintained well-managed accounts for a diverse client portfolio, ensuring customer satisfaction. Collected and logged client experience feedback, identifying areas for improvement to grow company performance. Produced strategic development and delivery plans to maximise profit and achieve KPIs. Developed relationships with existing clients to increase repeat spends. Trained junior staff in revenue growth and retention for all round team success. Maintained well-managed accounts for a diverse client portfolio, ensuring customer satisfaction. Collected and logged client experience feedback, identifying areas for improvement to grow company performance.



Barclays

• India
• Outsourcing/Offshoring
• 1 - 100 Employee

• Customer Advisor

  • Sep 2004 - Nov 2006

  Developed cross-selling and migration opportunities to maximize the customer value. Participated in tactical sales/marketing activities. Identified and acting upon potential sales opportunities. Performed bank operations and supported customer in all banking services. Participated in production of ATM cards and cheque books ordering. Responsible for credit management - interviewed customers applied for lending business; capturing of new/increased loan account limits and obtaining balance sheets from customers. Developed and maintained existing relationships (retention strategy) of satisfied and well-informed customers, as measured by Retail Satisfaction Survey. Exercised judgment in terms of customer receptiveness and determined when to obtain specialist support to satisfy customers' specific needs. Monitored and responding to changes in the operating environment to ensure customers' needs are met.