Intership
Market & Social Research Association
Total des années d'expérience :20 years, 6 Mois
The major task was to oversee the upcoming MSRA/ESMOR Client and advance research training and assist the Chairman and the Administration in planning and executing the training. Selected contribution included:-
Recruitment of participants from member agencies, partners and stakeholders
Follow up on initial interest of member to the association during and after training sessions
Developed and manage database of interested participants who wanted or joined the association
Set up of venue and carried out coordination activities in regard to the training
Performed other tasks assigned by MSRA Chair and administrator based on the activities and needs of the association during the preparation and delivery of the training
Manager Quality, Comviva Technologies - (June 2012 - 12th Mar 2013)
Role Details
* Advice the business on process and quality issues ie customer experience and process implementation
* Improve existing processes and procedures
* Establishment of process and procedure documentation for critical operations
* Advice individual group on process improvement
* Training on various groups on Process and Quality
* Carry out Customer Experience checks
* Undertake any other activity assigned by the Head of Process Excellence Group, coordination and oversee HP tool implementation
Key Achievements
* Establish processes that were non existence ie Airtel Money Incident Management, Change Management, Integration Management, Problem Management, Software Solution Process among others
* Trained Technical Level 1 and 2 on Incident Management, Change Managment and problem Management processes
* Advice Comviva Management on process approach methodology
Quality Analyst, Telkom - Orange (2009 - June 2012)
Role Details
* Undertake customer experience journey project with an objective of improving company's product and services, processes and improve customer experience
* Quality checks for company products, services and processes
* Process management through process design and procedure development, monitoring through schedules checks
* Responsible for carry out ADSL Customer journey checks- assigned by Deputy Chief Executive Officer (DCEO) Transformation
* Improvement of Quality of Service through process management and analysis
* Undertake fixed line improvement through Project Cheetah - Oversee on behalf of Deputy Chief Executive Officer - Secretary General (2011/12)
* Advise management on customer experience and Quality improvement issues through presentation reports
* Chair the Project Cheetah- revamp of PSTN- on behalf of DCEO - Secretary general
* Undertake any other activity assigned by the Head of Department or the DCEO Transformation
* BTS inspection country wide to verify if they adhered to quality and security issues
Key Achievements
* Growth in Sales revenue for ADSL/PSTN products in Telkom- Orange Kenya (2011/12)
* Achieved improved time to installing (KPI) ADSL/PSTN installation time. (2012)
* Assisted in creation of a new method for monitoring, tracking on ADSL orders
* Identified areas of customer excellence improvement and resulted in faster installation of ADSL and PSTN
* Improvement on processes based on Quality checks carried out during CEJ Project
* Identified areas of network improvement and growth of Fixed line - Project Cheetah under the DCEO
* Identified and corrected efficiency bottlenecks at the Orange Shop, Technical and Customer care touch points (ADSL/PSTN through Quality checks.
* Coordination of all Business Continuity activities and development of Company's continuity plan documentation - BCP Project (2009/10)
* Abilities to improve quality of service by developing critical company processes, and procedures that impact on the business (defined, developed and mapped 74 processes.)
* Planned and carried out Internal Quality audit activities on company processes, procedures and systems
* Identified and corrected efficiency bottlenecks, which improved on customer experience and time to deliver ADSL/PSTN services.
Assistant Manager Business Process Reengineering, Telkom Kenya Limited (Aug 2006 - Sep 2009)
Role Details
* Business Process Management ( Process identification, definition mapping and process improvement)
* Trained staff on Business Process Management concept
* Undertake Business Continuity planning for company, by planning and coordinating
* Planning and carry out Internal Quality Audit exercise on company's processes,
* procedures and systems
* Provide solution to various departments on Quality issues emanating from process and system audits
* Advised management on Quality improvement issues
* Trained company staff on QMS ISO 9001:2000
* Undertake any other activity assigned by Head of Department
Key Achievements
* Participated in achievement of for Telkom Kenya ISO Certification
* Process /Procedure documentation
Operations and Customer Service Officer, Jambo Telkom Limited (Aug 2005 - Aug 2006)
Jambo Telkom was a unit formed for the provisioning in data service as a subsidiary of Telkom Kenya
Role Details
* Handling all customer and operations issues for (internet users)
* Assisted in planning and execution of Sales Promotions (internet services)
* Provided advice and solutions for improvement of Customer Service to Management of Jambo Telkom
Key Achievements
* Reduction of customer complaints
* Successfully carried out Sales promotions - achieved internet and growth on email accounts.
* Improved coordination between technical and operation at Jambo Telkom
Customer Service Officer, Telkom Kenya Limited (1999 - Sep 2004)
* Responsible for the supervision of a staff of 4 people within the customer service department in the Region.
* Responsible for handling all customer complaints
* Assisted in follow up of customer complaints with other departments e.g. Finance, Technical, Network etc
* Planning and Coordinating Sales promotions in the Region and reporting to the Sales and Marketing Headquarter
* Oversee all customer service operations within the Region
* Coordination with other departments in the Region and Headquarters to facilitate quick customer complaint resolutions
* Preparation of weekly/monthly Customer complaint reports
* Developed a good communication between Region and the Headquarter
Key Achievements
* Pioneered in establish a customer service structure at the Regional level by contributing ideas to the management
* Improved Regional coordination and communication with the Headquarters
* Contributed on development of copy bills with IT Department
* Speedy resolution of customer complaints e.g. faulty line and billing queries
Telegraph Supervisor, Kenya Post and Telecommunication (1984 - 1990)
Role Details
* Oversee group of staff in Telegraphs Operation
* Preparation of Duty rooster for Staff
* Administration work i.e. Reports, etc
I am a Master of Science Degree holder from the University of Nairobi . Comprising Marketing research, strategic brand management, strategic sales management, green marketing, social marketing, key account management, sales and market forecasting, emarketing,consumer behavior brand equity, quantitative method, marketing management theory and practice
Catholic University of Eastern Africa, Nairobi, Kenya Bachelor of Commence Degree, Marketing Option Second Class Upper Division with honors
University of Nairobi, Kenya Diploma in Sales and Marketing