Alex Maganga

CURRICULUM VITAE

ALEX OMUYAKU MAGANGA

*** ** **** ********, *********** GA.

Cell-phone: +1-470-***-****

EMAIL: ********@*****.***

Date of Birth: 3rd October 1980

Gender: Male

Nationality: Kenyan

Objective

Endeavour to add value to the organization that I work for to enable it gain and sustain competitive advantages in the global environment.

Summary of qualifications

Certificate Computer Packages

Certificate Customer Care Course

Education

1999 – 2001: Kenya Christian Industrial Training Institute

Certificate in Computer operation and Networking

Courses Done:

Accounting Packages

Software Packages

Networking Technology

Secondary School

1994 –1996: Chavakali high School

2021- St Dominic Savior Nairobi.

Kenya Certificate of Secondary Education

Primary School

1986 –1993: Emululu Primary School

Kenya Certificate of Primary Education

WORK EXPERIENCE

2005 to May 2007:

Amodo Computer Communication &Control Centre

Position: Accounts Assistant/Cyber Attendant

Responsibilities:

Record Keeping – Using Spreadsheets, Sage, Lotus Access, Excel.

Day to day accounting and Making Banking.

Cybercafé assistant.

May 2007 to Jan 2015 Kencall Epz Ltd

Team captain / Agent Customer care. (Tigo account)

Assume team leader position in the absence of team leader.

Track shift hourly and update.

Monitor, motive, coach agents.

Compile escalation forward to relevant department.

Take roll call and make sure the agent works according to shift, monitor call, assistant agent who need assistance.

Write shift report, attach log track sent to account Manager.

2013 Jan- 2015 Jan

Sub - Contracted Orange Telkom Kenya

CUSTOMER SERVICE REPRESENTATIVE (INBOUND)

Tasks & Responsibilities

* Respond to customer inquiries

* Research required information using available resources

* Handle and resolve customer complaints

* Provide customers with product and service information

* Process orders, forms and applications

* Route calls to appropriate departments

* Follow up customer calls where necessary

* Complete call logs

* Complete call reports

Team Leader

Manage team and take care of team member welfare and conduct coaching and training best on new product and existing product and make sure quality standards are adored to.

Track shift hourly and update.

Compile escalation forward to relevant department.

Take roll call and manage shift, monitor call, give assistance agents when need be.

Write shift report, sent to account Manager.

Compile payroll and send it to human resource manager.

2015 January 7th to 2023 April 30th:

SimbaPay Kenya Limited,

Position: Customer Success Executive:

Own overall relationship with assigned clients, which includes increasing adoption, ensuring retention, and satisfaction.

Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.

Develop, prepare, and nurture customers for advocacy.

Work with clients/ management to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.

Work to identify and/or develop upsell opportunities.

Advocate customer needs/issues cross-departmentally.

Manage account escalations.

MAJOR STRENGTHS AND ABILITY

Adapt well in diverse working environments and excellent Personal relations.

Good leadership qualities, team Player, hardworking and honest

Languages

English – Excellent written and spoken.

Hobbies

Playing football

Adventure

REFEREES

Ms. Peninah Githaiga

Tel: +1-470-***-****

Mr. Raphael Asikoye

Tel: +1-404-***-****

Mrs. Jacinta Kemunto

Tel +1-470-***-****

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