Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
Network InternationalVIP Accounts Relationship Manager
Sep. 2021Nairobi, KenyaKey Contributions:
♦ Acting as the first point of escalation for merchant complaints across industries (Airlines, Technology, Hospitality, Eateries, and Retail) ensuring timely and effective resolution.
♦ Spearheading the development and implementation of a Relationship Management model for VIP Merchants by assigning dedicated service support staff to each merchant to ensure personalized service.
♦ Enhancing Merchant Service levels with an emphasis on retention, increasing wallet share, generating new business, and fostering loyalty, while maintaining continuous communication through a structured plan.
♦ Coordinating and continuously reviewing policies and procedures to eliminate revenue leakage and ensuring seamless operations for merchant-related processes.
♦ Establishing and managing Service Level Agreements (SLAs) within the organization to ensure VIP Merchants receive timely and high-quality support.
♦ Implementing a data-driven approach to assess customer health and guiding the team towards high-value customer activities, optimizing engagement with key VIP clients.
♦ Enhancing collaboration with Business Development and Sales teams, through regularly providing merchant performance feedback to enhance collaboration.
♦ Collaborating with the data teams to analyze client data and creating targeted communication campaigns that engage VIP merchants effectively.
♦ Supporting Go-Live initiatives, product launches, and the delivery of bespoke services for VIP Merchants, ensuring successful execution and client satisfaction.
♦ Contributing to the development of events, campaigns, and meetings with country heads to attract new merchants and engage existing ones.
♦ Developing and executing tailored action plans for clients and verticals to drive transaction volumes, retention, and loyalty.
♦ Partnering with Product and Systems teams to proactively incorporate merchant feedback and suggestions into the product roadmap, enhancing the value offered to VIP merchants.
Jumia KenyaJumia Food Vendor Support Manager
Sep. 2020 - Sep. 2021KenyaJumia, Kenya's number one online retailer was established in May 2013 with the aim and vision to become the one-stop shop for retail in Kenya with implementation of best practices both online and offline. Key Contributions: ♦ Monitored Vendor performance, tracking sales, compensation schemes, penalties, and process adherence to ensure alignment with Jumia’s operational standards.
♦ Managed and supervised the Vendor Support team, ensuring daily KPIs were consistently met and performance expectations were upheld across all vendors.
♦ Monitored the valid-to-net ratio for Food Vendors, ensuring optimal financial transactions and reducing discrepancies in vendor accounts.
♦ Led continuous education efforts for vendors, focusing on key areas such as order preparation time, automation rates, and company processes to improve efficiency and compliance.
♦ Generated and analyzed the VNPS (Vendor Net Promoter Score) report to assess the day-to-day vendor experience, identifying areas for improvement and recommending actionable solutions.
♦ Conducted routine Mystery Journeys for Jumia Food, identifying gaps in the service process and recommending improvements or developments to enhance the overall vendor experience and satisfaction.
Jumia KenyaJumia Mall Customer Service Manager
Nov. 2019 - Aug. 2020Nairobi, KenyaKey Contributions: ♦ Led the customer service team, ensuring the quality and consistency of customer relations by providing ongoing training, coaching, and motivation to the team members.
♦ Monitored and managed the performance of various Customer Service teams, including Social Media, Inbound, Emails, and Issue Resolution, ensuring service excellence and efficiency in all customer interactions.
♦ Managed the third-party contact center responsible for handling outsourced services, including sales, to ensure they met performance targets and adhered to Jumia’s standards of customer service.
Jumia KenyaCustomer Service Team Captain
Jan. 2014 - Nov. 2019Nairobi, KenyaKey Contributions:
♦ Monitored individual agent performance and productivity, regularly reporting to the Customer Service Manager on key customer service KPIs to ensure alignment with team and company goals.
♦ Collected and analyzed data from various ventures, comparing it with the company’s overall performance metrics, including Net Promoter Score (NPS), call handling time, and order verification handling time.
♦ Monitored both Inbound and Outbound teams, providing daily quality analysis and feedback to improve team performance and service quality.
♦ Assisted in training agents on both new and existing processes, and created, amended, and implemented customer service processes based on the day-to-day operations of the call center to improve efficiency and service delivery.
KCB Bank GroupMarketing Officer
Aug. 2010 - May. 2013KenyaKey Contributions:
♦ Performed marketing and customer care duties, promoting bank products and services to potential and existing customers to drive business growth.
♦ Addressed customer queries and concerns, ensuring quick and effective resolutions to maintain high customer satisfaction levels.
♦ Marketed personal accounts, debit cards, and credit cards to both new and existing customers, contributing to the growth of the bank’s customer base.
♦ Promoted personal loans, both check-off and non-check-off, by educating customers on available loan options and guiding them through the application process.
♦ Implemented new business banking propositions, assisting in the launch and promotion of innovative banking products tailored to meet customer needs.
♦ Maintained strong relationships with different types of customers over the phone, consistently making and meeting commitments to deliver excellent customer service.
SMEP Microfinance Bank PLCCredit Agent
Feb. 2009 - Jul. 2010Nairobi County, KenyaKey Contributions: ♦ Performed sales and marketing duties, promoting financial products and services to small business enterprises to drive growth and customer acquisition.
♦ Coordinated and led marketing efforts across targeted markets, ensuring outreach was effectively tailored to the needs of small business owners.
♦ Ensured that all customer accounts were aligned with the organization’s records, maintaining accuracy and consistency in account management.
♦ Managed research projects, including designing questionnaires and presenting final reports to provide insights into market trends and customer needs.
♦ Disbursed loan forms, ensuring they were properly documented and processed in accordance with company policies and procedures.
♦ Built strong rapport with clients through regular follow-ups and site visits, ensuring effective customer relationship management and satisfaction.
Intch is a Professional Networking App for the Future of WorkSee more people like Caroline on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
886743 people
17
Operations Manager @ Beaudivas Haircrafts Ltd
128
Regional ICT Officer @ NCWSC
24
Technical Services and Valuation Manager @ Solvit Ltd
309029 people
17
Operations Manager @ Beaudivas Haircrafts Ltd
128
Regional ICT Officer @ NCWSC
24
Technical Services and Valuation Manager @ Solvit Ltd