Ecosystem Development Leader
IBM
Total years of experience :29 years, 4 Months
Achievements and Responsibilities:
I have given solid contribution in setting up various Ecosystem Development initiatives in East Africa;
Academic Initiative:
• Actively Partcipating in recruitment, signing of MOUs with 5 local Universities.
• Introducing IBM Technologies to Universities to bridge skills gap between Academia & Industry.
• Planning and executing training/enablements/bootcamps for faculty and students at local Universities, resulting to over 200 IT certifications.
• Setting up the Centre of Excellence at Jomo Kenyatta University of Agriculture & Technology (JKUAT)
• Making key recommendations in Curriculum review in local Universities
• Leveraging exixisting relations to introduce the IBM MEA University Program.
IBM Innovation and Client Centre in Nairobi:
• Worked with WW leaders to plan & execute a successful launch of the Nairobi Innovation and Client Centre.
• Briefing clients/Partners at the Innovation Centre and articulating IBM brand and products positively to generate revenue
• Leading Innovation Centre Advisory committee meetings
• Planning and coordinating client/partner events at the Innovation Centre.
Independent Software Vendors (ISV) & Ecosystem:
• Recruiting and on-boarding ISVs and progressing them in IBM Partnership.
• Facilitating training/enablement of Business Partners and IT Professionals.
• Building Business Opportunities pipeline by leveraging IBM-ISV Relationships.
IBM Global Entrepreneur (Global Entrepreneurship Programme-GEP):
• Recruiting start ups and onboarding them into GEP.
• Mentoring and facilitating sales and technical enablement.
• Implementing Go-to-Market strategies to win business opportunities.
Achievements and Responsibilities:
• Reactivated the Business Partner ecosystem in the East Africa region and introduced the IBM Integrated Technology services portfolio.
Enabled existing Business Partners on IBM Integrated Technology services to create revenue streams.
Identification, recruitment and on-boarding of new Business Partners.
Driving sales/revenue through Business Partner ecosystem.
Ensuring compliance of business conduct guidelines as defined in IBM Partner world.
Operational & Business Performance Reporting.
Key Responsibilities:
I was leading yuCash partner recruitment initiatives and also overseeing the internal operations of yuCash to ensure growth in distribution and revenue. I also ensured adequate support to Agents, Bill / Bulk Payment Partners and all other yuCash customers. My key responsibilities were;
Identifying, evaluation and recruitment of new Bill / Bulk Payment partners and Key Agents.
Management and Retention of Key yuCash Accounts.
Overseeing back end support for Agents, Bill / Bulk Payment Partners and Key accounts.
Assist in Product /Solution development for new business opportunities.
Operational & Business Performance Reporting.
Achievements:
Streamlining Operations: I found back end support operations for the new product in disarray and with a huge chunk of backlong on yuCash agent registrations. I reviewed the workflow processes and deviced trackers for daily performance and reporting. Within a month, we cleared the backlog and were handling applications on realtime basis and could trace each application we had worked on due to organized archivng.
Leadership and Motivation: I coached and motivated a team of 14 to give their best in all tasks and this translated into a team that was very focused while executing daily tasks and very motivated to exceed expectations.
Performance Monitoring and Appraisal: I continually monitored the team members performance and appraised them for confirmation of employment and performance based rewards.
Liaison: I partnered and shared bi-directional information between customers and other departments like Customer Experience, IT, Finance, Sales, and Technical.
Reporting: I reported on all operational issues, achievements, work in progress and proactive customer centric strategies.
Achievements:
Setting up and running Customer Experience Team: I had the great privilege and honor of being part of the leadership team that built the Customer Experience department from scratch. I joined Essar Telecom (K) Limited in the startup, project phase of the company as one of the key resource persons in the setting up of the Customer Experience department and served as the lead person in developing the functional requirements for Cerillion CRM (system for customer management, provisioning, postpaid & prepaid billing) and Tayana system for electronic top ups. We worked together tirelessly with IT applications team to implement Cerillion CRM and Tayana systems and defined processes & procedures to support these two systems as well as planning and coordinating front end and back end provisioning.
I took an active role in recruiting 79 customer service executives; 60 for the call centre and 19 for back office roles, training and then led the activation team in customer experience that promptly activated pioneer customers on the yu mobile phone network. As part of the creation and development of the MIS unit, we worked closely together with MIS-IT on the evolving needs of the customer experience department, reports required for our daily operations and future needs in anticipation of the growing subscriber needs. We undertook pre-laucnh preparations that led to the successful launch of the yu brand! I attribute this achievement to great teamwork, customer centric strategies and visionary leadership, among other aspects.
Leadership: I actively rotated in leading inbound, outbound and the three back office teams teams; Activations, Credit Control and Resolution that handled all types of customer complaints. I drafted business processes for Activations and Credit control teams and led the teams in promptly activating customers on the yu network. I continually motivated the team members to give their best by coaching and mentoring. I also headed the outbound team that ran an aggressive and very successful telemarketing initiative to propel customer acquisition from the competition.
Systems testing and training: I was involved in defining CRM system requirements and actively participated in User Acceptance tests of systems. I shared the knowledge by training team members.
Performance Monitoring and Appraisal: I continually monitored the team members’ performance and appraised them for confirmation of employment and performance based reward.
Liaison: I shared bi-directional information between customers and other departments like sales, marketing and technical.
Reporting: I reported on achievements, work in progress, systems availability and proactive customer centric strategies to pre-empt customer complaints.
Key Responsibilities and Achievements:
I deputized the Office Automation Front End Leader in managing the IT Helpdesk and a team of 5 IT Support Engineers outsourced from First Computers Limited. My immediate senior, the IT Operations manager and IT Director inspired and mentored me so well with interpersonal and leadership skills. Equiped with professional training and exposure, I was well prepared to serve in a leadership role. I acquiered valuable knowledge and practical skills in management reporting, IT end user support, managing IT projects/resources and resolving various problems including troubleshooting of workstations (desktops and laptops), and printers on the company Intranet as well as handling data.
Key Responsibilities and Achievements:
I was in the pioneer team of customer service and was responsible for retention of customers who opted to
Stop using Celtel services. I handled customer complaints and termination request mail, including those
addressed to the Customer Care Director. I learnt practicing high quality customer care through courtesy and
dignified public relations focusing on clients’ needs and expectations. I observed Celtel’s goal based on four
core values: Customer Orientation, Friendliness, Quality and Reliability.
I handled my tasks to the satisfaction of my superiors and customers. I drafted standard letter templates for response to customers. I improved my leadership skills from my inspiring supervisor who would leave me in charge of the team whenever she was away. The 3-years experience in Customer Care groomed me so well and exposed me very broadly to acquire excellent customer relation skills. It gave me what it takes to handle all levels of clientele.
Key Responsibilities and Achievements:
Conduct sales to achieve predetermined targets and observe timely debt collection.
Carry out market trends research and implement the sales team’s marketing strategies.
Service existing customers as well as recruiting new ones.
I mastered the art of selling both existing and new products in the field market which is very competitive and achieved a monthly sales volume of 816, 068/- to surpass a monthly sales target of 600, 000/-.
Key Responsibilities and Achievements:
Ensuring proper and dignified handling of clients and merchandising stock commodities.
Ensure accountability on all sales by cash & credit cards and maintain stock movement records.
Since the premises are located at an entry, exit and transit point, (The Jomo Kenyatta International Airport), I gained greatly from the early exposure of handling dignified people from all walks of life. I learned selling and operating electronic equipment and home appliances which I specialized in for the entire five years.
Hybrid Software Top Gun
IBM Sales Management Training
Attained 2nd Class Honors - Upper Division
CISCO CERTIFED NETWORK ASSOCIATE (CCNA) TRAINING Modules Covered Included: OSI Reference Model Network Protocols – TCP/IP Cisco Router Basics and Configurations Configuring LAN/WAN Interfaces and Protocols ISDN and Voice Over IP Basics Switching and Virtual LANs
A+ Certification Training. Modules covered: 1.Core Hardware 2.Operating Systems Technologies
MICROSOFT CERTIFIED PROFESSIONAL (MCP) TRAINING Microsoft Windows 2000 Professional. Microsoft Windows 2000 Advanced Server.
INTERNATIONAL COMPUTER DRIVING LICENCE (ICDL-CERTIFIED) Win 98 - Using the computer and managing files MS-Word - Word processing MS-Excel - Spreadsheets MS-Access - Databases/Filling systems MS-PowerPoint - Presentation and drawing Internet - Information network services Basic concepts of Information Technology
INSTITUTE FOR THE MANAGEMENT OF INFORMATION SYSTEMS (UK). Diploma Modules: Information Technology 2 Programming Project Microcomputer and Networked Systems Information Technology 1 People, Communication and Information in Organizations Accounting Methods