Experience

Barefoot Power

• Australia
• Renewable Energy Semiconductor Manufacturing
• 1 - 100 Employee

• Customer Service Coordinator

  • Feb 2017 - Present

  My Key responsibilities include: 1. Overseeing customer account management through effective correspondence and timely resolution of issues within the service level agreement. 2. Building and maintaining strong and more long-lasting customer relationships with all our new and existing partners. 3. Maintaining positive customer satisfaction levels on after sales hence boasting customer retention. 4. Identification of product shortcomings through carrying out periodic market research surveys to help inform corrective action plans to be employed to maintain and increase market share. 5. Coordinate reverse logistical functions for products repairs and ensure there timely resolution by the technical department 6. Creation and the formation of standard verbiage scripting to assist with customer correspondence.



iSON Xperiences Ltd - Leading Global CX Management Company

• United Arab Emirates
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Administrator

  • Nov 2011 - Present

  The core responsibilities of this function- to manage the entire administration function in the Kenya Contact Center Location, under the guidance of Senior Manager – Administration. This included but not limited to  Supplier evaluation performance tracking to ensure the best quality is maintained.  Evaluation of vendor quotations during procurement to ensure that they are in line with the ISO 9001:2008 standards and that they offer competitive pricing.  Asset management and initiation of service maintenance and repairs for company equipment’s as per the schedule.  Conflict resolution between vendor suppliers and employees that may arise amicably.  Manage the periodic scheduled trainings on WIBA to ensure that the work space is safe and conducive for the employees.  Coordinate inbound and outbound agents transport logistics as per the Work Force management schedule provided on a weekly basis.  Responsible for handling all necessary statutory documentations for the company.  Submission of monthly management information systems reports that highlight the overall expenditures on services offered by vendors to the organization.



Airtel Kenya

• Kenya
• Telecommunications
• 700 & Above Employee

• Retension Back Office

  • Aug 2009 - Oct 2011

  This role entailed • Developing positive relationships with customers and co-workers. • Handle and resolve a range of customer contacts. • Recording a range of customer contacts. • Meet performance standards. • Making the Call Center customer centric. This role entailed • Developing positive relationships with customers and co-workers. • Handle and resolve a range of customer contacts. • Recording a range of customer contacts. • Meet performance standards. • Making the Call Center customer centric.



Direct Channel Simbatech Limited

• Nairobi Kenya

• Customer Service Executive

  • Jun 2008 - Aug 2009

  As an offshore Contact Center Executive I was required to perform telephonic offshore sales of Life Insurance covers and Mobile contract phones for leading telecom brand companies in South Africa. My team and I were able to perform exemplary well above the local South African teams by turning around successful sales numbers than the local natives would naturally have had over us. This amazing achievement was acknowledged by the managing director of Direct Channel Holdings Mr. Hennau Wentzel.