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Work Background
GIIV VenturesClient Success Manager
Apr. 2023Nairobi County, KenyaCore Focus Areas: Customer Retention and Lifecycle Management | Onboarding Management | Account Management | Responsibilities; • Ensure clients get time to value by walking them through the project lifecycle and analysing how each step adds value to their business. • Enhance client training through onboarding them into the services and training them on available resources to better enhance their experience with the organizations' services. • Promote client loyalty through regular check-ins to keep track of service renewal dates and introduce them to any new service advancements/technologies. • Project coordination - managing teammates, flow of communications and projects overall for them to achieve on-time and on-budget status. • Process mapping and rollout through creating checklists, flowcharts and documents outlining the organization's approach to delivery. I would bring teams together and create agendas (for recurring meetings) and ensure a clear flow and documentation of information based on the process. • Develop healthy client relationships by understanding their core needs, offering feasible solutions, and resolving disputes thus creating a positive rapport.
Techno Brain GroupAdministration Manager & Procurement Officer
May. 2016 - Feb. 2020NairobiTechno Brain is Africa's leading custom software application development company offering innovative IT solutions across industries, IT Training, BPO services to NGOs, Government and private organisations globally. Core focus areas: Office Administration | Operations Excellence and Reporting | Management | Leadership and Communication |Group Procurement Responsibilities: • Team Management, Office Administration & Executive Support; This includes but not limited to property management, safety of the work environment and provision of top-notch service to both internal and external customers, most notably our executive floor which hosted the offices of the CEO, COO, business unit heads, and heads of departments by providing top-notch administrative support including diary management, managing travel arrangements, and internal communication. I managed a team of over twenty members on a day-to-day basis and trained them on industry standards of service delivery. • Group Procurement; Handle end to end process of procurement from identifying vendors, managing vendor contracts and communication, negotiating for best prices, forecasting the group’s needs and handling budgets of $1M+. • Operations reporting including budget preparation, allocation, execution, and resource planning to ensure optimal use of resources at all times as well as ensuring ISO Compliance in all administrative aspects is adhered to. • Manage central services including transport, inventory, security, hospitality and catering, physical asset verification, tagging and accounting. • Establishing policies and procedures relevant to the group’s service delivery team, conducting reviews of existing policies and procedures, and making amendments where necessary to ensure they are intune with current business needs. • Ensuring all offices meet health and safety compliance standards as well as management of all leases and annual business permits.
Techno Brain GroupFront Office/ Client Service Manager
May. 2014 - May. 2016Nairobi, KenyaTechno Brain is Africa's leading custom software application development company offering innovative IT solutions across industries, IT Training, BPO services to NGOs, Government and private organisations globally. Core focus areas: Office Administration| Executive Support| Team Management| Vendor Relations| ISO Policies Administration Responsibilities; • Managed administration personnel across the nineteen states globally by conducting their performance appraisals, conducting training on new processes, developed materials for team training, conducted team building activities. • Provided senior level support to the executive floor which hosted the offices of the CEO, CEO, business unit heads, and heads of departments by providing top-notch administrative support including diary management, travel arrangements, internal communications, and in-house guest management. • Generated and maintained general administration reports designed to provide analytical support to the management team. • Managed the supply chain to ensure the office is well stocked with staff welfare requirements and coordinating with finance office for payments. Ensured continuity of services within the corporate and BPO divisions by buidling sustainable vendor relationships. • Implemented and audited ISO policies and regulations across the department.
Techno Brain GBSCall Centre Supervisor and ISO Policies Administrator
Jun. 2013 - May. 2014Nairobi, KenyaTechno Brain is Africa's leading custom software application development company offering innovative IT solutions across industries, IT Training, BPO services to NGOs, Government and private organisations globally. Core focus areas: Positive Customer Experience| Telesales| ISO Policies Administration| Team Management Responsibilities: • Ensured the processes needed for quality management system are established, implemented, and maintained as well as organize internal audits of the Quality Management System by international auditors. • Managed a team of forty customer service agents and ensured fully understand key deliverables and customer calls are resolved in a professional manner. This ensured we were able to convert 95% of our calls into sales. • Developed social media strategy that led to 19% growth of brand awareness. • Spearheaded CRM system adoption that decreased average resolution time from 12 hours to 6 hours. • Achieved 42% of conversions from set target of 35%, providing TBBL and clients with better business solutions. • Future focus and planning using six sigma methodologies DMAIC and DMADV and creating risk-based strategies. • Managed sales team performance, sales metrics, attendance, and compliance. • Developed and trained agents on various tele sales techniques as well as sales behavior to drive sales. • Developed an incentive program for the agents to increase productivity and ensure optimal service delivery. • Engaged in identifying and hiring new customer service agents as well as designed an on-boarding program for them. I was also in charge of continuous training especially for agents handling international projects to meet and exceed client requirements.
Arcam InvestmentsSales Account Executive
Oct. 2010 - Nov. 2011Westlands, Nairobi, KenyaBrand Management | Marketing | Sales Responsibilities: • Oversaw client portfolio of over 100 accounts and acted as the primary point of contact. • Increased sales revenues by 40% through delivering cutting edge presentations, identifying up-selling/cross-selling opportunities, being customer-centric and delivering exceptional customer service, offering after sales support, as well as making use of social media marketing. • Designed digital material for advertisement on social platforms such as Facebook and ensured the business page was up to date therefore improving traffic to the page by 50% over the duration of my tenure. • Driving the sales cycle from initial client engagement to closure of sale and ensure the sales pipeline is robust and active. I was able to achieve this through giving more information to clients, doing follow-ups, focusing on the best leads while dropping dead ones, and monitoring our pipeline metrics. • Revamped company website to give clear array of offerings.
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