Hiram Mbogo Maina.
Customer Excellence Manager at Apptivate Africa- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
-
English -
-
Swahili -
Topline Score
Bio
Margaret Kemunto
Just as his title suggests, Excellence is one of the many attributes that Hiram possesses. A very innovative, creative and passionate individual who is very detail oriented. When Hiram sets out to tackle any challenge I am humbled by his process of keen understanding, focus on the client need and perfect execution. Hiram is great team player who I am confident to entrust in handling projects with and seeking his guidance to ensure exemplary service delivery. I would highly recommend Hiram for Customer Excellence , IT and Client Relationship Management.
Margaret Kemunto
Just as his title suggests, Excellence is one of the many attributes that Hiram possesses. A very innovative, creative and passionate individual who is very detail oriented. When Hiram sets out to tackle any challenge I am humbled by his process of keen understanding, focus on the client need and perfect execution. Hiram is great team player who I am confident to entrust in handling projects with and seeking his guidance to ensure exemplary service delivery. I would highly recommend Hiram for Customer Excellence , IT and Client Relationship Management.
Margaret Kemunto
Just as his title suggests, Excellence is one of the many attributes that Hiram possesses. A very innovative, creative and passionate individual who is very detail oriented. When Hiram sets out to tackle any challenge I am humbled by his process of keen understanding, focus on the client need and perfect execution. Hiram is great team player who I am confident to entrust in handling projects with and seeking his guidance to ensure exemplary service delivery. I would highly recommend Hiram for Customer Excellence , IT and Client Relationship Management.
Margaret Kemunto
Just as his title suggests, Excellence is one of the many attributes that Hiram possesses. A very innovative, creative and passionate individual who is very detail oriented. When Hiram sets out to tackle any challenge I am humbled by his process of keen understanding, focus on the client need and perfect execution. Hiram is great team player who I am confident to entrust in handling projects with and seeking his guidance to ensure exemplary service delivery. I would highly recommend Hiram for Customer Excellence , IT and Client Relationship Management.
Credentials
-
Inbound marketing
HubSpot AcademyMay, 2017- Oct, 2024 -
Project Management Professional
-
Experience
-
Apptivate Africa
-
Kenya
-
Consumer Services
-
1 - 100 Employee
-
Customer Excellence Manager
-
Feb 2020 - Present
1. Excellent customer care and focus; ability to assess customers’ needs and provide answers, solutions, troubleshooting help, or methods for a positive customer experience2. Respond to customer service inquiries and/ or issues in a timely manner3. Create effective customer service procedures, policies, and standardsDevelop customer satisfaction goals.4. Supervise day-to-day operations of the customer service department.5. Provide customer specifics for private branding as needed; Assist with order history for further opportunities; Customer point of contact as or when necessary.6. Manage Order Entry to ensure orders meet customer specific requests.7. Ensure quality control via cross checking orders for accuracy.8. Maintain accurate records and document all customer service activities and discussions.9. Assess service statistics and prepare detailed reports on your findings.10. Hire and train customer service staff.11. Stay informed on the latest industry techniques and methods. Show less
-
-
Customer Service Specialist
-
Sep 2018 - Feb 2020
1. Ensuring excellent support to corporate clients and merchants during commercialization phase.2. Ensuring day-to-day contact with the technical provider service team to provide solutions to clients and merchants.3. Ensuring contact with the remote finance team from India and France to report invoicing queries raised by clients and merchants.4. Documentation and formalizing of customer service process.5. Reporting customer service activities to the regional IT and Operations team.6. Identifying possible improvements. Either on the client or merchant side.7. Contributing actively to the user acceptance testing of the solutions.8. Commercial demos and trainings to clients and merchants. Show less
-
-
-
Sodexo
-
France
-
Facilities Services
-
700 & Above Employee
-
Customer Service Support
-
Feb 2016 - Aug 2018
Responsible for setting up and development of Sodexo pass in Kenya. Being part of the IT and operations team, I ensured that the companies online platform is ready and stable enough to operate. The company majorly operates in a business to business space. Key Responsibilities: 1. Ensuring excellent support to corporate clients and merchants during commercialization phase. 2. Ensuring day-to-day contact with the technical provider service team to provide solutions to clients and merchants. 3. Ensuring contact with the remote finance team from India and France to report invoicing queries raised by clients and merchants. 4. Documentation and formalizing of customer service process. 5. Reporting customer service activities to the regional IT and Operations team. 6. Identifying possible improvements. Either on the client or merchant side. 7. Contributing actively to the user acceptance testing of the solutions. 8. Commercial demos and trainings to clients and merchants. Show less
-
-
-
-
Business analyst,Carrier Services department
-
Aug 2015 - Feb 2016
1. Voice traffic management. Preparing Communication Authority of Kenya (CAK) reports with regards to voice traffic. 2. Data billing. Billing of wholesale data links supplied by orange to other companies. This is done using a special software using a software known as GPTO. 3. Dashboard management. Maintaining and updating the customer payment dashboard. 4. Invoice validation. Ensuring that clients are invoiced the correct amounts and at the correct time. 5. Update data invoices from clients to supplier inventory. 6. Ensure timely and accurate billing on a monthly basis. Show less
-
-
-
Sarova Hotels
-
1 - 100 Employee
-
IT Intern
-
Mar 2014 - Jun 2014
1. User Support.Helping out users with various hardware and software problems in the office. 2. Network Maintenance.Ensuring that the hotel’s network is always in the right state for users to enjoy a Conducive working environment. This involves the basics of setting up a network which Include cabling, configuring switches and connecting various machines to the network. 1. User Support.Helping out users with various hardware and software problems in the office. 2. Network Maintenance.Ensuring that the hotel’s network is always in the right state for users to enjoy a Conducive working environment. This involves the basics of setting up a network which Include cabling, configuring switches and connecting various machines to the network.
-
-
Education
-
2011 - 2015
Strathmore University
Bachelor of business information and technology, Information Technology -
2007 - 2010
Nairobi School
O level
Community
