Faith Toyambi

Senior Customer Experience Manager at M-TIBA
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Contact Information
us****@****om
(386) 825-5501
Location
Nairobi County, Kenya, KE
Languages
  • English -
  • Swahili -

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Consolata Nzomo

Faith is great to work with, a team player and very customer centric!

Jacinta Michuki

Faith is an amazing team player, customer centric ,detail oriented and always ready to lend a helping hand. She has transformed the meaning of customer centricity and ensures the highest level of professionalism in everything she does.

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Credentials

  • Agile Product Owner Role: Foundations
    LinkedIn
    Jun, 2022
    - Nov, 2024
  • Project Management Skills for Leaders
    LinkedIn
    Jun, 2022
    - Nov, 2024
  • UX Foundations: Research
    LinkedIn
    Jun, 2022
    - Nov, 2024
  • Speaking Confidently and Effectively
    LinkedIn
    Jun, 2021
    - Nov, 2024
  • Presidential Awards Scheme
    Presidential Awards Kenya
    Mar, 2003
    - Nov, 2024

Experience

  • M-TIBA
    • Netherlands
    • Hospitals and Health Care
    • 1 - 100 Employee
    • Senior Customer Experience Manager
      • Aug 2022 - Present

      Overseeing Customer Operations that includes Case and Claims Management, Healthcare Operations, Customer Experience Operations to ensuring stable and efficient service offered to our customers. Our Customers are over 3100 healthcare facilities all over Kenya using. Key Insurance Partners and Members using the M-TIBA platform. Successful completion of MTIBA call center set up and transfer. This has improved efficiency and quality service to all our customers across the spectrum. Champions the Customer Operations strategy.Oversight and improving efficiency of Case and Claims Management Show less

    • Customer Experience Manager
      • May 2020 - Aug 2022

      Developing and delivering customer experience strategy in line with the organizations business objectives and growth strategy that supports over 4.3 million users on the platform, over 3,000 healthcare providers, insurance partners and donors.Consistently delivering Call Centre Key Performance Indicators and ensuring that we run an optimum, high performing centre.Achieved an NPS of over 50 for users using MTIBA.

  • Envirofit International
    • United States
    • International Trade and Development
    • 1 - 100 Employee
    • Head Of Customer Care
      • Jan 2017 - May 2020

      Champion the advancement of a customer care culture within the business ,create the development of the customer care strategy covering priority channels and geographies and develop processes, systems, metrics and budgets to effectively deliver customer care targets. Project managed development CRM system and Sales app (available on playstore) tools for use with in the organization. Social Media Sales and Marketing: On Jumia and Facebook. This added to existing sales to 10% as a an additional sales pipeline. Implementation and running of Pay-go-Instalment sales (utility loan) product. Set up debt recovery and reduced default rate from 80% to less than 6%. Show less

  • DHL Express
    • Germany
    • Transportation, Logistics, Supply Chain and Storage
    • 700 & Above Employee
    • Contact Centre Supervisor
      • Sep 2014 - Dec 2016

      Managed a Centre of Excellence certified Contact Centre. This role involved preparing the call centre for Centre of Excellence certification audits and ensuring after certification that excellent performance was maintained. Was involved in DHL Call centre certification on Centre of Excellence 2013 and Re-certification 2016. Manage the day to day Contact Centre operations achieving the high service levels (90% of calls attended to within 10 seconds) among other Key performance indicators. To support the Head of customer services in planning, implementing and monitoring theContact Centre operations to ensure it operates at the most cost effective and deliversthe highest quality of customer experience.Manage the daily contact centre workload and ensure optimum utilization of staff through call forecasting and staff deployment.Handling and resolving escalation in accordance with DHL policies and country specificrequirements and thereafter ensure compliance by contact centre staff.To strategize and implement initiatives to improve overall customer experiencedelivered by the contact centre Show less

    • Customer Service Business Analyst
      • Aug 2013 - Sep 2014

      Handle escalation process for issues requiring immediate management attention and actionSupport and work closely with team managers and supervisors to conduct post-training evaluation and coaching to gauge training effectiveness and identify strengths for reinforcement and weaknesses for further training.Handle staff inductions and work with Human resource to schedule team trainings.Handling quality audits for the various DHL retail outlets.Handling data analysis and sales reports for the DHL retail outletsWork closely with the customer service team managers to document, consolidate, validate and prioritize customer service business user requirements (including enhancement requests to existing applications) for customer service applications, other DHL IT systems and vendor- supplied Contact Centre applications (e.g., Workforce Management Systems, ACD, Customer Contact Monitoring Systems, IVR, etc.); and participate in the documentation, evaluation, testing, training and implementation of identified applicationsWorking with human resource department on employee requirements based on data analysis in the work force management tool and in relation to actual and forecasted call volumesLiaise with sales and marketing department to obtain advance information on upcoming marketing campaigns in order to determine call volume estimations. Show less

  • DHL Express
    • Germany
    • Transportation, Logistics, Supply Chain and Storage
    • 700 & Above Employee
    • Customer Service Advisor
      • Aug 2008 - May 2013

      • Managing the service point revenue and shipment collection. • Training of new customer service Advisors. • Generating sales lead ideas and implementing them. • Balancing and banking of the collected money. • Working with the marketing department to support marketing ideas and implementation. • Managing supply to the service points around the country of marketing, stationary and Information technology materials while implementing cost cutting initiatives to maximize on profit. • Customer relationship building and management to increase more footfall and subsequent selling of company products. • Grow revenue, market share and customer base. • Develop and grow the ad visor(s) working below me. • Handling queries and customer complains. • Compiling reports and sending them for analysis Show less

  • Innscor Kenya Limited
    • Kenya
    • Food and Beverage Services
    • 1 - 100 Employee
    • Customer Service and Sales Executive
      • Aug 2004 - Aug 2008

      • Stock purchases and supplies. • Balancing ledger books, bookkeeping and maintenance. • Handling customer's transactions and complaints if need arises. • Finance handling and banking • Staff training • Stock purchases and supplies. • Balancing ledger books, bookkeeping and maintenance. • Handling customer's transactions and complaints if need arises. • Finance handling and banking • Staff training

Education

  • Kenya Methodist University
    Bachelor in Business Management, Marketing/Marketing Management, General
    2013 - 2017
  • Kenya Institute of Management
    Certificate in Business Management, Business Administration and Management, General
    2004 - 2005

Community

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