Experience

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  DPO Pay by Network

  • Kenya

  • VIP Customer Care Supervisor

    • Jul 2023 - Present
    • Kenya

    Relationship Management Customer Service - Overall Customer SatisfactionSupport Client Development Objectives leading to growthRetention and Revenue optimization for VIP merchants

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  Mama Fua App

  • Nairobi, Kenya

  • Customer Service and People and Culture Manager

    • May 2020 - Dec 2022
    • Nairobi, Kenya

    Responsible for human resource and customer experience.Organizational Structure definition.Company cultureCustomer Service Customer Service processes

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  Mobile Payment Solutions Limited; MovaPay; MoVAS Group

  • Nairobi, Kenya

  • Customer Service and Account Management Team Lead

    • Apr 2018 - Jan 2019
    • Nairobi, Kenya

    - Responsible for end-to-end customer experience by ensuring customer satisfaction, timely delivery of services and growth of the company’s products and services - Streamlining company processes to enhance efficiency

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  MODE - Mobile Decisioning Holdings Ltd

  • Nairobi, Kenya

  • Customer Experience Manager

    • Mar 2012 - Oct 2017
    • Nairobi, Kenya

    MODE Customer Experience Strategy formulation and implementation. Scripting, directing, managing, planning and executing the User Acceptance Tests (UATs) for all new products, enhancements on existing products and during launch of new markets.Improving customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; bench-marking best practices; monitoring and analyzing results and implementing relevant changes thereafter. Maximizing customer operational performance by provision of help desk resources and technical advice; resolving problems; disseminating advisories, warnings and new techniques that include detecting and diagnosing network problems.Preparing training material and carrying out training for the Telco customer care teams. Client relationship managementRecruiting, planning, monitoring, appraising, and reviewing job contributions and enforcing policies and procedures.Deployment/Launch of new markets.

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  MODE

  • Kenya

  • Customer Experience Associate

    • Mar 2012 - Dec 2014
    • Kenya

    Ensuring complete and accurate service delivery to partners/customers Facilitating and carrying out User Acceptance Tests by reviewing test requirements, assessing business impacts of systems development, creating and reviewing test scripts to ensure thorough and careful testingEffectively working with company platforms, proactively soliciting their feedback to produce quality test results on our products across all marketsCoordinating project implementation from feasibility study to roll out Working closely with the MODE support team to resolve any arising issuesConduct product training during launch or specific enhancements within all new and existing markets Coordinating customer research surveys and analyzing the results to offer recommendations that will push the product forward within its respective or prospective markets Collaborating with the IT department through all phases of project development to provide solutions with the end user best interest as primary focusCompetitor analysis – Keeping the business updated on all competitor trends and providing cutting edge initiatives to ensure that the service remains the best in the business

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  Swipe Recoveries Experts Ltd

  • Nairobi Kenya

  • Credit Analyst

    • Jun 2011 - Mar 2012
    • Nairobi Kenya

    Monitoring all accounts, allocating resources on daily basis and taking appropriate action to ensure that the portfolio of accounts stays within agreed limitsReviewing all relevant monthly reports with respect to the entire allocated portfolio and taking appropriate actionReceiving, analyzing and making decisions on requests concerning restructuring of the salient features of existing accounts.

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  Ashleys Kenya Ltd

  • Nairobi, Kenya

  • Front Office Assistant

    • Apr 2008 - Apr 2010
    • Nairobi, Kenya

    Answering calls and receiving clientsMaintaining Records and FilesManaging the company cash book as well as banking. Ensuring punctuality of staff members and students.Marketing the school and salon to prospective clients.Stock taking