Morris Mbae

Officer at Britam Holdings Ltd

• My current job since July 2016

Email, Online and Social Media Management;Ensuring and coordinating timely handling of client queries on
e-mail and social media. Performance Achieved; a Response & Engagement rate of 100% on Facebook
(https://www.facebook.com/BritamGroup/)twitter, LinkedInandwebsitequeries.
* Integrated Communication Channels communication through SMS, E-mails, Social Media, designing auto
messages to clients.
* Carrying out customer satisfaction surveys and aligning the responses to achieve an NPS score of 50+.
* Developing and analyzing reports from all communication channels and assisting in providing appropriate
responses and actions proactively.
* Coordinating customer service during company events and tournaments e.g. Sports Tournaments, AGMs.
* Online Sales Lead Management for all the lines of business (Insurance-Life and General Insurance, Property,
Asset Management and Micro-Insurance).
* Customer Journey Mapping for the various customer service processes.
Achievements
 October 2016: Business case development for supplier engagements & Telephone Etiquette Training for
the Customer Service teams.
 April 2017: Drafted the first Britam Group Customer Service charter in line with global customer service
trends and benchmarks.
 January 2017: Participated in roll-out of an interim CRM and Training for all Customer Service teams in
Kenya.

• January 2016 to July 2016

Customer relationship management
* Resolving service pain points by clarifying the customer's complaint; determining the cause of the problem;
selecting and explaining the best solution to solve the problem; expediting correction or adjustment;
following up to ensure resolution.
* Receiving and responding to customer service account inquiries on account balances, transaction details,
statements and fees andcharges.
* Identifying customer needs and drafting solutions to achievethem.
* Selling investment products to walk-in and call-inclients.
Key Achievements:
 Assisted in drafting of key Turnaround Times (TATs) and trackers for the Asset Management Customer
Service team.
 Achieved a TAT of 12 working hrs for incoming e-mails and online client portal queries and approvals.
III. Client Service Administrator; Britam Asset Managers (Kenya

Service Team Leader

• January 2015 to December 2015

;- guiding and managing a team of four client service assistants.
* Executing service level agreements and SOPs as per the company's strategic plan.
* Selling investment products (up-selling and cross selling) and product development.
* Posting transactions on CRM and customer relationshipmanagement
* Handling client communications via e-mail and telephone and ensuring investment is done as per client's instructions
(redemptions, top-ups, switches and new business).
Key Achievements
 Spearheaded revamping of the online client portal leading to an increase in client engagement by
50% since May 2015 to December 2015.
 Process improvements: initiated automated communication on executed redemptions and contract
notes with 90% positive feedback from clients since January 2015.
 Awards: Most Reliable Employee and Team Player of the year2015.

Client Service Assistant at IV

• May 2013 to November 2013

Managing client queries via e-mail, telephone and Britam online client portal.
* Sending monthly statements and data capture.
* Processing client instructions (redemptions andinflows)

Marketing Intern at REMUNERATION

• June 2012 to September 2012

Selling advertisement space to corporates andindividuals.
* Account management and event management (farmer exhibitions in collaboration with
Naivasha Hortifair committee and Elgon KenyaLtd).
* Created an automated client database for thecompany
* Project Coordinator: ENACTUS-Maasai Mara University, Led the team into the 2011 and 2012

• May 2017 to

Deployed as the Group’s Single Point of Contact in development of a new CRM system-
Siebels and Customer Service Excellence;
Outcomes: a) CRM system launched in September 2017- 90% of customer interactions recorded on
CRM as at 30th November 2017.
b) 85% visibility of interactions across the branches and Head Office.
c) 60% of customer complaints resolved and follow ups done as result of the visibility from
CRM.
d) Case Management, Complaints Management and TCF policies aligned to Turn around
Times (TAT) in CRM reducing follow-up times by 5%.
 December 2017: Drafted and Compiled the Group Customer Service Handbook incorporating all the
new processes, customer service charter TATs to effectively handle Change Management towards a
customer-centric organization.
 January 2018: CRM administrator- ensuring that all the customer service processes in CRM flow
seamlessly and rectifying any user issues.
95% of user issues resolved within the set Turnaround Times.
II. Customer Care Officer; Britam Asset Managers (Kenya