Wycklife okello

Bio data:

Name: Wycklife Ochieng Okello

Cell: +254-*********

E-mail: **************@*****.***

Date of Birth : 1992

Gender : Male

Marital Status : Single

Nationality: Kenyan

Summary of Professional Skills and expertise:

Social Media Management.

Digital marketing and telesales

Report generation and record keeping.

Customer Relationship Management.

Public relations and diplomacy

Education background:

2015 - 2018

Diploma in public relations and diplomacy –Mount Kenya University

2007 -2010

St Joseph High School ; Mean grade C+

Working experience:

January 2019-Currently

Kasha Technologies

Call Center Manager

Responsibility:

Ensure the retention of customers as per defined KPI

Co-design and oversee implementation of an overall customer experience journey to maximize customer satisfaction, loyalty, trust, and retention.

Monitor/measure customer satisfaction and take or recommend appropriate action that will help maintain lasting relationships with high-value customers. Instilling in employees the need to actively listen to customers, be empathetic towards their problems, and be efficient in providing worthy solutions. Improve aftercare service by reducing the average time for closure of customer care tickets as per defined KPI

Ensuring Customer Care Agents diagnose product tickets correctly by rigorously reviewing and improving the first line troubleshooting guide and ensuring the Agents are well trained.

Reduce the average days of open tickets stemming from customer complaints.

Grow the Customer Care Agent base to match the needs of the department

Adequately staff the Customer Care function with sufficient, suitably qualified and experienced recruits to deliver the Customer Care department’s plan of work.

Create and update training programs for new recruits as well as existing agents.

Effectively manage direct reports to optimize function performance in support of corporate objectives by setting individual targets, developing and motivating staff, coaching and mentoring, and providing formal and informal feedback and appraisal.

Institutionalizing Customer Care Service excellence by building best practices into effective, repeatable processes

Formulate, plan and execute Call Center policies and procedures related to customer information validation, complaint handling, and aftercare fulfilment.

Develop and maintain KPIs and ensure all Customer Care Agents execute diligently against established policies, procedures and plans.

Ensure that all call center tools and equipment are working well.

Regularly perform quality call audits.

Regularly manage the Customer Care team performance.

Drive the Value of Customer Centricity in the organization

Represent the customer in cross-functional initiatives and ensure that all projects/programs have adequately factored in customer experience.

Represent the customer in process development ensuring that all processes and policies affecting the customer adequately factor in positive customer experience

KEY CROSS-FUNCTIONAL RELATIONSHIP & INTERFACES

Logistics & Inventory Management

Collaborate to forecast for replacement items and ensure inventory is readily available for aftercare initiatives. Provide regular feedback on problematic conditions in order to control the distribution of faulty product batches.

Sales & Field Operations

Collaborate to ensure that all in-progress tickets are well prepared for and that communication with customers and technicians is effective in managing expectations of technician visits.

Product Development

Collaborate to ensure that troubleshooting guides and checklists are documented in detail. Provide regular feedback to the product team on customer complaint trends related to product that can drive product improvement.

Corporate Development

Support corporate development initiatives in the implementation of customer-facing projects and programs which typically include market research and communication with customers.

September 2018 –January 13th 2020

Kasha Technologies

Call center Agent

Responsibility:

Answer courteously inbound calls at a reasonable period of time(not later than 10 secs call ringing) and always use the appropriate script when talking to customers

Respond to customer inquiries and ensure First Time call resolution

Represent the company with the highest level of integrity and demonstrate company knowledge when talking to customers

Generate customer interest in the products offered by Kasha and teach them how to order.

Provide personalized customer service by responding to the needs of the customers.

Ensure feedback from the customer to further improve the customer services.

Process customer’s orders (order confirmation) at a reasonable period of time

Manage and update customer databases (woocommerce, google sheets, etc…) with the right status of each customer ( Ensure 100% accuracy with data recording).

Coordinate with the dispatch team to send products or provide services on time to customers.

Provide customers with full information on our products and services.

Build customer loyalty by follow-up on customer calls.

Evaluate problems of the customers and provide logical lasting solutions-escalate issues to supervisors where needed.

Pick, pack and arrange for delivery of customer orders

Call customers after delivery (USSD users) to collect and record feedback about delivery experience

Contacting potential or existing customers to inform them about new products or promotions using scripts, Asking questions to understand customer requirements and close sales, Go the “extra mile” to meet sales targets and facilitate future sales, and keep records of calls and sales and note useful information.

Ensure increase of repeat customers by doing daily follow up of our monthly subscribers and update database.

June 2017 – September 2018

Kenya network information center

Responsibility:

Answer calls, respond to emails and make follow up calls

Assisting in digital marketing

Initiating required actions for response to customer service requests for order changes, including the maintenance of order/customer information files and communicating changes to the appropriate personnel/departments.

Ensuring and providing quality service to both internal and external customers.

Informs clients by explaining procedures answering questions providing information.

Accessing the company's internal systems to obtain and extract order information and providing customer service management with the data for inclusion in various scheduled and special reports

Participating and providing expertise as a member of the customer service's departmental team.

Resolves problems by clarifying issues researching and exploring answers and alternative solutions implementing solutions escalating unresolved problems.

Maintains call center database by entering information.

Fulfills requests by clarifying desired information completing transactions forwarding requests

March- June 2014

Attached at, Kenya network information Center

Skills acquired:

Call center Management

Customer support system CRM

Conflict management and resolution

Cooperate communication

Marketing and telesales

Sales management

Public relations

Market analysis

Digital marketing and online sales

Achievements:

Kasha

AS Call center Manager,

I was able to work closely with Supply and sales and marketing Team to:

Agent driven sales

Bring in KSh 293,341 in revenue from mass market segment of customers with repeat rate of 52%

Optimize USSD to enable customers to make purchases independently using Feature phones and Coordinate the call center in order to assist customers with their queries and support in Order placing

Reviewed the use of USSD, delivery timelines, products purchased, etc. to learn where we need to optimize our processes

Optimize mass market tracking and automate at least 10-20% to minimize manual work of CC and super-agent teams

Test automated commissions for payouts

Bring in KSh 1,086,120 in revenue

Optimize pharma, sexual health, menstrual care and mom & baby categories

Advised the sales and Marketing on the current product trend and inquiries from consumers

Launched Digital Marketing calendar: Lifestyle shoots, live sessions with medical experts, YouTube, boosted posts, optimized content to grow our reach and much much more

Identifying areas of improvement on the website than can support the growth of our results

Provide timely Call Center Report that helped in strategizing and Marketing Plan for the specific campaigns

Coordinated the Retargeting calls with the call center team that increased our return customer rate (direct digital ) to 36%

Together with Tech team, We launched the STK push that enabled orders to be matched automatically to to payments

Kenic

Reduce domain deletion by 42% within the first quarter

Increase domain registration by 20% through the constant cold calling to individuals whose domain were deactivated

Increasing social media follow up by 10%

Kasha technologies

Increase repeat customer rate from 200 customers in 1st Quarter to 800 in the second quarter with an Average basket of Ksh 2000

Improve customer care rating on social media

Improve sales margin by 24.4%

Research Experience:

2015

Research Project in Public Relations and diplomacy,

Title: Effectiveness of Public relation department for SMES

Supervisors:

1. Madam Tabitha Murugi

Location: Nairobi

Computer skills:

Microsoft office applications- Word, Excel, PowerPoint and One-note.

Operating systems- Windows

Languages:

Fluent in English and Kiswahili (written and spoken)

Skills/ strengths:

Good problem solving skills.

A proactive, results oriented leader with the initiative to be innovative.

Strong negotiation, organizational and influencing skills

An active, efficient and fast learner

Strong ability to adapt to change

Effective communicator

A good team player

Good coaching and teaching skills

Interests and activities :

Reading, Exploring, Writing, contentment creation.

Referees:

Raymond Fernandez,

Supply Chain Director

Kasha Technologies

Tel: +254*********

Email: ***@*****.**

Mr Vincent Nyaga

Marketing Executive

Kenya network information center

Tel: +254*********

Email: *******@*****.**

Fiona Angeso,

HR Kenya network information Center

Nairobi,

Tel: +254*********

Email: *****@*****.**

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