AROGO J. DOMINIC (FMVA)

Operations & Customer Experience Manager

P.O Box 386-00625, Nairobi

Email:adteue@r.postjobfree.com

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

Nairobi-Kenya

PROFESSIONAL SUMMARY

● Skilled Operations and Customer Experience professional with over 6 years of successful management and leadership experience.

● Dedicated to bettering the customer experience with reliable product education, timely assistance, helpful feedback, and respectful conflict management response.

● Confident communicator with the ability to lead colleagues, respond to customer inquiries, and mediate conflict. Enthusiastic and personable individual who enjoys working with people and building long lasting relationships and product loyalty.

● Passionate about creating organizational success and bettering brand reputation through serving customers in a truly memorable way.

● Working knowledge of information technology solutions such as CRM, JIRA, Zendesk, 3CX etc.

● Demonstrated management skills in handling activations and great business acumen mentality. Able to work on own initiative or part of a team and can deal with administrative duties efficiently. WORK EXPERIENCE.

Oct 2021 - Present: Operations & Customer Experience Manager at SportyBet Limited Duties & Responsibilities

● Prepare forecasts and budgets for the call center department.

● Facilitate and organize training session for all agents and participate in recruitment of new call center agents

● Recommend and purchase gadgets to enhance job performance at the call center

● Conduct regular review of all call center agents performance and organize training sessions for under performers

● Submit regular reports to management and seek new ideas and strategies to improve performance at the center

● Keep up with trends and happenings in the industry and ensuring adherence to industry standards

● Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times.

● Assisting the marketing department in coming up with promotional products that are appealing to the customers.

● Conducting market research through interaction with customers and carrying out inter company analysis to determine our competitive niche.

● Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.

● Gather information to help improve agent performance in the call center by partnering with product teams to build continuous feedback loops.

● Design evaluation programs and scorecards for call center agents.In charge of running and managing the call center daily.

● Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to.

● Providing customer experience by leading and motivating the customer experience team and creating customer satisfaction goals.

● Develop and implement customer experience policies, procedures and SLA’s Key Achievements

● Resolved customers’ complaints by identifying problems and taking appropriate corrective action, increasing client retention ratio significantly.

● Demonstrated professional etiquette and manners, improving positive feedback and 5-star ratings by 80%.

● Frequently set up staff training materials, therefore, grew the effectiveness of the customer service department by 20%.

● Integrated a complex customer feedback system in order to manage the system better.

● Reduced customers’ complaints by 30% through escalated grievance resolution procedure.

● Streamlined customer service department operations by introducing a series of rigorous training sessions.

● Introduced and implemented a new CMS System, decreasing customer information pulling time by 30%.

● Revolutionized customer service gauging mechanism, thereupon increasing the efficiency of the department by 20%.

● Wrote an employee’s manual on the Dos and Don’ts of customer service. April 2018 - Sept 2021: Call Center Team Lead & Trainer at MozzartBet Kenya Ltd

● Trained new employees in customer service script recitation, conflict resolution, and data entry practices information, and entered data into various customer service software.

● Receiving customer complaints and escalating the issues to the relevant levels for action.

● Handle 50+ customer interactions per day, giving detailed, personalized, friendly & polite service to ensure customer retention

● Ensuring that Call center agents memorized all company products and services to be able to answer all customer questions quickly and efficiently, and make relevant upsells.

● Receive source data such as customer names, addresses, phone numbers, credit card for payment purposes to customers.

● Establish performance metrics for all customer service team members and establish service levels and requirements for the customer care department.

● Handle escalations and provide answers and guidance to staff.

● Training, Coaching and Performance review of the call center agents. July 2016 to March 2018:Accountant at Akiba School

● Preparation of payroll and ensuring statutory deductions such as NSSF, NHIF and PAYE are made at an appropriate time.

● Processing of accounts payable, prepare payment vouchers, processing online payments and record payments

● Producing and issuing pay slips and maintaining all payroll records and oversight of the petty cash.

● Compute taxes owed and prepare tax returns, ensuring compliance with payment, reporting and other tax requirements.

● Bank reconciliation on a monthly basis

● Development of budget and annual projection of the revenue and expenses.

● Oversight over the administration function, Including procurement and general office administration.

ACADEMIC BACKGROUND

2022-2023: Quantic School of Business and Technology, MBA 2012-2016: Kenyatta University, Bachelor of Commerce (BCOM) Second Class Hon upper division. 2020-2021: Diploma in Business Administration, Alison College, Distinction. Sept 2022: Corporate Finance Institute, Certified Financial Modeling and Valuation Analyst. Oct 2022: Corporate Finance Institute, Business Intelligence and Data Analyst. 2008-2011: Emenwa Secondary school Kenya Certificate of Secondary Education (KCSE) Mean Grade A-(minus)

OTHER TRAINING & CERTIFICATIONS.

● Jan - March 2022: iGaming Customer Service Essentials from Casino Guru Academy.

● 2015-2016 : Certificate in Leadership Development and Mentorship from Kenyatta University

TECHNICAL SKILLS

● September 2022: QuickBooks Online International Certificate.

● Microsoft office: Word (Advanced), Excel (advanced), power point (advanced) Language: English (fluent) and Swahili (fluent)

KEY STRENGTHS.

● Accomplished communicator who understands the value of listening, thoughtful responses, and objectivity.

● Confident conflict mediator with the proven ability to reach solutions that are beneficial for both customer and company.

● Enthusiastic leader with a personable and trustworthy character to motivate fellow colleagues and team members.

● Willing to learn about new products, and committed to providing product information in a way that is honest, tactful, and memorable.

● Strong organizational skills with the ability to multitask to ensure deadlines are met and customers are treated in line with required policies and procedures.

● Hand on experience on the CRM and ERP system.

● Innovative, aggressive, creative and able to commercialize ideas.

● Accountable and results oriented.

● Effective organizational and time management skills.

● Outstanding analytical, research and presentation skills.

● Ability to keep confidential information.

Hobbies: Networking, debating, and Reading.

REFERENCE

● Mr Samson Okari

Audit Senior, BDO East Africa

Tel: +257********

E-mail: adteue@r.postjobfree.com

● Mr Wakai Akino

Assistant Country Manager, Mozzartbet KE

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

E-mail: adteue@r.postjobfree.com

● Mr Brian Kibichii

Branch Manager, Mozzartbet KE Ltd

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

E-mail: adteue@r.postjobfree.com

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