Dynamic People-Oriented Leader with Sales & Service Excellence

Name: JOSEPH OKELLO OTIENDE

Telephone Mobile: +256********* / +256********* / +256*********

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

Marital Status: Married

Address: BUGOLOBI FLATS BLOCK32C4, OFF LUTHULI Lane, Kampala, Uganda. DRIVING EXPERIENCE: 32 Years Plus Accident Free Clean Driving License EAK Class BCDE – No ICL 016852 / B 099982 CAREER OBJECTIVE and WORK EXPERIENCE

Vision is to transform lives in service, counseling, guidance, giving, support, training, developing, and giving people valued reasons to appreciate life and trigger in built abilities in services, products, and self-reliable productivity. Passionate People person with satisfactory quality of timely service key in all sectors achieving acceptable results both ends to the receiver (Client / Customer and the giver (Support Team / Training Team / Delivery Dispensing Team). My Motto: Serve all tasks assigned, served with diligent zeal, integrity, commitment, precise solutions and time conscious backed by good knowledge of the task and products for best solutions. Strength in synchronizing with the Institutions’ DNA, products and ethics.

Deputized Company Managing Director, achieved Company Sales Turn Over set Targets by 159% bursting with quality Sales Turn Over Anticipations. Steer headed and coordinated great team work between employees and customer. Served customers and the support sales team who worked united willingly and made a record breaking sales ever. Competent Multi Skilled, Multi Tusker, Committed Detailed Smart Industrious Servant Leader in various capacities and sectors with good data entry speed and accuracy: Good Customer Centric Experience Relations, Suppliers Centric Experience Relations and Employees Centric Experience Relations in Service Management skills, Computer Science and ICT Systems Administrative Management, Business Data and Systems Analyst Design Development & Networking, Human Resource Development Administrations at Corporate level, Good Capable Trainer who explicitly dispense and share-out all the values within me, the skill sets, experiences, potentials, abilities, and talents, in all assignments

Work Experience and Service Skills: 34 Years of service, Packaged Experiences of Competent Detailed Diverse Visionary Servant Leader, Results Oriented with Skill Sets and capabilities in various key resources: Projects Management, Computer Science ICT Systems Analyst Developments Administrations and Managements, File Servers Administrations – Windows and SCO UNIX / LINUX and Oracle Relational Database Administrations, Human Resource Talents Developments Recruitments, Designer of Disciplined Security Systems and Procedures to curb embezzlements, Policies Designer and Implementer, good experience on company litigations - worked hand in hand with Company Lawyers, Internal Company Journalist editor – published several company news, Marketing – Retail-Sales Trends informer and Business Analyst Capacity Development Training Administrator, Customer Care Relationships Experience and Services, Digital Marketing - Retail & Wholesale Operations with Warehousing Logistics Operations Administrations. Served in house Clientele and out-sourced Clientele on supply chain and demand planning business operations client product and services based. Served Font end clients using POS Customers stock control Systems and backend clients using in house integrated robust systems that serving all departments systems as one unit system. I am open minded, quick learner in adapting to new systems and operations. I am organized, diligent, independent productive mind, loyal servant of integrity and effective communicator. Rendered multinational remote services within Bata Shoe Organization Sister Companies remotely dispensing consultancy services for Bata Botswana, Bata Zambia, Bata Malawi, Bata Zimbabwe and Kenya. Immigrations Services rendering Systems Analyst services, human resource services, processed Visa entry status for the top level management expatriates for 16 years. Team player and team builder, people person. A passionate practicing farmer, with good supervisory skills in Agricultural farming activities in livestock farming and fruits / horticulture, crops farming, aqua fish farming, and poultry / rabbits farming activities’. Fabrics Apparels Tailor Designer. Long Experienced, Good Long Heavy Load Truck Driver with accident free clean driving license 32 years’ experience WORK WEALTH EXPERIENCES IN SERVICE:

ON LINE SERVICES, TRAINING & CONSULTANCY SUPPORT / SME BUSSINESS ENTERPREUNER / DRIVING SERVICES / FARMING – Open Free Lancing - May 2018 to date

HEAD OF ICT / HR DEVELOPMENT OPERATIONS / PROJECTS MANAGEMENT / BUSINESS SYSTEMS ANALYST DEVELOPMENT & OPERATIONS – Bata Shoe Company Uganda Ltd – from Jan 2005 to April 2018 SYSTEMS MANAGER – Bata Shoe Company Kenya Ltd – from Jan 1998 to December 2004 MIS MANAGER – Bata Shoe Company Kenya Ltd – from May 1995 to December 1997 SYSTEMS CORDINATOR / ORACLE RDBMS & UNIX OS ADMIN – Bata Shoe Company Kenya Ltd – from July 1992 to May 1995 SYSTEMS ANALYST / SYSTEMS PROGRAMMER – Bata Shoe Company Kenya Ltd – from July 1991 to July 1992 SYSTEMS PROGRAMMER TRAINEE / COMPUTER OPERATOR – Bata Shoe Company Kenya Ltd – from July 1990 to Jull 1991 COMPUTER OPERATOR IBM MAINFRAME SYSTEM 36 – Bata Shoe Company Kenya Ltd – from August 1989 to April 1990 DATA ENRY OPERATOR / SALES ANALYST AND STATISTICIAN – Bata Shoe Company Kenya Ltd – from April 1986 to July 1989 VOLUNTEER SERVICES – Family Agri-Businesses farming – from March 1975 to Date VOLUNTEER SERVICES – Family Various Businesses – from April 1979 to Date VOLUNTEER SERVICES – Church Children Ministry – from July 1999 to Date VOLUNTEER SERVICES – Church Children Ministry Committees – from July 1999 to Date VOLUNTEER SERVICES – Church Youth Ministry – from July 1999 to Date VOLUNTEER SERVICES – Church Counselling – from July 1999 to Date VOLUNTEER SERVICES – Church Council and Administrations – from May 1999 to Dec 2005 VOLUNTEER SERVICES – Church Missions and Administrations – from Aug 1999 to Dec 2005 CSR VOLUNTEER SERVICES COMMUNITY DEVELOPMENTS – Bata Shoe Organization and My Family – from April 1986 to Date PROFESSIONAL PROFICIENCY COMPETENCE SKILLS EXPERIENCE AND WORK DETAILS ICT DEPARTMENT

• Good Competent Multi Skilled, Talented and Abilities in Systems Administration, HR Managements and Admin, ICT, Retail Sales and Digital Marketing, Customer Relationship Managements and Service, Business Analyst Development Operations Systems, Warehousing and Vendors Suppliers Logistics Systems, Telecommunications and Report Writing Systems

• Deputized Company Managing Director, achieved Company Sales Turn Over set Targets by 159% bursting with quality Sales Turn Over Anticipations simultaneously ably manage HR and ICT and Businesses Sales Teams

• Competent reputable Team Leader, Good Team builder and Team Administrative and Communications Skills, developed able energetic reliable personnel

• Multitasking Skills administered multiple departments concurrently Spear Headed ICT / Projects Managements and HR Departments Operations successfully

• ICT / PROJECTS HEAD Team Leader Built, Lead and Managed ICT team within Core Systems Developers and Systems Analysts, Quality Data Base and Network Infrastructure VOIP and Anti-Virus Administrators, and Hardware maintenance technicians

• Good Competent Systems Administrator Windows Servers 2012, 2008, 2000 and Windows NT Operating Systems for Severs and Windows PCs and Laptop Based Operating Systems all Windows Operating systems

• Mac-OS Based Operating Systems for PCs and Laptops – supported office users

• Xinus-os Open Server (Sco Unix) and Linux Based Operating Systems for Severs, PCs and Laptops

• Handsets Operating Systems: Apple iOS, Android Operating Systems – supported company group company handsets

• IBM Main Frames Operating System Administration

• Microsoft Office Suite Products – supported office users

• Graphics Corel Draw Adobe Illustrator and Macromedia graphics Fireworks – designed visual static, multimedia bill boards graphics and Digital Marketing Multi Media and Ecommerce promoter in the company

• Networks Infrastructures Leader and Administrator Configured Local Area Net6work and Wide Area Network Infrastructures implemented latest ICT network infrastructures systems within the region for the Company at lowest subsided cost

• Oracle Database Developer SQL Forms and Tools – Computerized Payable Accounts developed Computer Cheques System in Financial Accounting System – supported and trained users

and Costing Production Materials Controls System for both Bata Kenya and Bata Uganda – supported and trained users

• Visual Fox Pro Database Systems Developer – developed POS Outlets System supported and trained users in outlets nationally

• Cobol Programming Language Developer – developed Retail System – supported and trained users

• BASIC Programming Language Developer - trained users

• Good Skill in Systems / Business Data Analysis and Designs Structuring and prioritizing business requirements and communicating plans with stakeholders for review and approval – analyzed needs and developed systems

• Qualitative and Quantitative Data Analysis for thorough Systems Business Data Analysis analyzed needs and developed data systems

• Information Technology for Managers Projects Plan and performances -managed and developed projects

• Database Systems Administrations organized structured database systems structures controls and security / integrity and systems backups

• Company Core Accounting and Retailing / Marketing / Warehousing Systems, Outlet Systems (POS) and Procedures Administrator

• Hardware Systems Maintenance Competent Administrative and Trouble shooting skills and maintained systems log books

• Systems Log books Maintaining Designer for appending new in systems and purging old replaced systems from the log listing system

• Designer hardware systems movements occurrences Log book for fixed assets

• ICT Tasks implementer Computerized Bata Shoe Uganda Company Ltd from manual systems and Integrated Computer Systems

• Competent Systems Administrator Installed and Configured Organization’s Core Systems in Financial Accounting, Costing and Marketing, Retailing, Wholesale & Warehousing Stocks Control Systems and Outlets Shops POS Stocks Control Systems, Purchasing Systems, VOIP Communications PABX Systems, Oracle Relational Database Systems Managements and Forms users and Servers, Personnel Security Clocking and Payroll Systems, Security Systems

• Technical Solutions Provider, promoted sustainable technology framework solutions within the origination structures

• Good Customer Centric Experience Relations, Suppliers Centric Experience Relations and Employees Centric Experience Relations in Service Management skills this is to all ICT vendors and consumer departments, controlled consumable expenses smooth operations, customer service satisfaction including out-Sourcing best priced high quality ICT services like hiring colored laser printer to reduce recurring maintenances costs and equipment depreciations costs

• Developed, Designed and implemented ICT Systems Policies and User Controls

• Developed, Designed and implemented Systems documentation logged book for any activity taking place within the systems, both hardware and software with all the records for the hardware serialized with fixed asset numbers for inventory stock count and depreciating and appreciation values periodically

• Developed, Designed and implemented Disaster Recovery Contingency Systems, Fire Designated Assembly points and Exit points

• Developed, Designed and implemented strategic plans for the good Management Information Communication Technology in the Organization Safety of Offsite Backups data and Systems.

• Developed, Designed and implemented Various Systems for Retailing and Wholesaling, Accounting, Warehousing, Production, Costing, Marketing and Digital Marketing, Merchandising, Website, Customers’ Outlets POS, Email Systems and Servers, VOIP Communications PABX Systems, Oracle Relational Database Systems Managements and Forms users and Servers, Personnel and Payroll Systems, Purchasing Systems and Fixed Assets Systems

• Good Systems Time Manager, Accounting and Sales Departments relied on system promptly reports for monthly return closing data to head office

• Compliances controller, reviewed and audited systems monthly with internal and external audit teams for compliancy checks

• Expenses controller, developed budget for ICT, controlled Systems Analysis and Processes

• Server Room Managements Administration and Security Skills, controlled Servers and Servers’ Operating Systems, Company Core Systems: Finance System, Fixed Assets System, Retail, Marketing and Warehousing System, and Human Resources and Payroll Systems

• Remotely Supported Bata Shoe Company Botswana Ltd, Bata Shoe Company Zambia Ltd, Bata Shoe Company Malawi Ltd, Bata Shoe Company Zimbabwe Ltd, and Bata Shoe Company Kenya Ltd Hands on experience:

• Novel network products

• C+++ language

• Pastel Accounting Co-operative Systems package

HR DEPARTMENT

• Competent Human Resources HEAD and Good Human Resources Operations Team Leader of Quality administrative skills

• Charismatic and enthusiastic Leader lives transformer from negative rigid selfish attitudes to positive open willing servants team players attitudes

• Human Resource High Caliber Recruitment Capacities Training Development Skill Sets inducting into Company DNA and Cultures

• Developed Human Resource Recruitments Pool Systems for Quality Fresher’s Internship System plans, worked with Universities within Kampala Uganda to track the best performing students in all faculties and spheres resulting to good scouting and recruitment of high caliber talented personnel from the universities

• Responsible Immigrations Systems Analyst, Visa status processing for top level management expatriates from different countries for 15 years with detailed accuracy, efficiency and promptly within the guiding legal frameworks of the host country and source country

• Increased Sales, developed Customers’ confident to our sales services and our products knowledge, by regular in house Trainings on Sales Skills for all Stores Personnel in all outlets, on customer handling selling techniques and product knowledge. Reduced high labour turnover to long service employees’ retention, hence more skilled efficient proficiency. Implemented regular trainings, built personnel confident, relationship within and positive heathy attitude in entire team with team building systems

• Policies Developer and implementer developed HR Company Control Ethics Policy, and Fire Emergency Evacuation Disaster Policy

• Championed for Implementation of CSR in The Company visa vi running Bata Children Program that identified various Projects supporting Vulnerable Children and schools with in the Country nationally unbiased

• Developed HRIMS Time Clocking Systems and controls documentation log book for all activity taking place at the security gate offices 24 hours systems patrols and personnel movements checks

• Good Competent Security Administrator, spearheaded Company Security Department, Developed Security operational Systems and Policies Control Guide.

• Developed Strong Security Systems and Liaised with external National Security forces to enforce key discipline, curbed and stopped bad culture of rampant embezzlements by employees hence saved the company from perennial losses and thwarted and frustrated new embezzlements schemes and tactics by employees where the company was always ahead with intelligence information and apprehended the culprits with the help of the external security forces

• Worked with Company Lawyers hand in hand on our internal operational polices visa vi guiding labor law and overall National Laws

• Visited Court rooms to follow-up on Company’s court cases and litigations

• Internal Company Journalist delivered all the relevant Company information internally and externally in important company new products arrivals, employees developments, introduced new employees, project updates, customer stories, upcoming events, job postings, team member updates, company milestones all periodically via News Letters. CUSTOMER SERVICE and CUSTOMER RELATIONS OPERATIONS & TRAININGS Developed good Customer Care and Customer Relations Experience procedure and operations Efficient, excellent customer-centric and customer value operations training skills and sales engagement in the marketplace reduce customer operations costs and improve customer experience and satisfaction I value every customer hence, handle customers’ needs and complaints with detailed undivided unbiased attention that every customer desires and deserves, building customers retention in all business sectors with increased footfall. Good customer relationships, customers personalized attention and how to manage customers’ expectations and more difficult aspects of handling customers for customer satisfaction.

Increase revenue by building brand loyalty, improving customer retention, and boosting sales Improve your reputation and market positioning by making customer operations a point of differentiation between you and your competitors

Improve employee engagement within customer operations functions Clear structure for dealing with unsatisfied customers, with win, win solutions Consistent Trainings and team operational support to be more responsible more productive, work more effectively, and deliver better service to their customers

Strategically and tactfully defined customer service and experience workflow in levels Developed and maintained standard operational procedures Developed follow-up performance reports by collecting and analyzing data from the customer service functions Identified and removed obstacles to delivering consistent high levels of service. Taking part in forecasting and budgeting for customer service and tracking the actual performance against budget. Leading and supporting customer service teams through required changes. Working closely with senior management to help customer service deliver on their components of overall company goals and objectives. Qualities of good customer service that must be practiced religiously for customer service and experience satisfaction:

• Timely prompt delivery: Products and services delivered as promised

• Politeness: Courteous, well-mannered interactions

• Professionalism: Efficient, competent, and effective

• Personalization: Skilled at making customers feel like special individuals

• Quality: Providing products and services that meet customer specification(s) MARKETING RETAIL AND FRANCHISING SALES OPERATIONS

Retail operations generally encompasses the supply chain, cash operations, people management, inventory, store layout, promotions, pricing, and data management aspects within a retail business. It’s a lot to balance, and doing so properly is what helps retailers excel. Inventory management. A retail location's inventory is the number of goods they have available for customers to buy. ... E-Commerce

Digital Marketing electronic media, print media, social media and our door Logistics. ...

Order fulfillment. ...

Facilities management. ...

Offer self-checkout options.

Product and trade name franchising, where a franchisor sells or licenses the right to use a particular company name or trademark Business format franchising, where the franchisor provides a full range of services and support to the franchisee such as business processes, inventory ordering, and more

Retail Operations are:

Supply chain management

Cash Operations

Store Layout online and physical

Customer Service

Order fulfillment

Physical Inventory running FiFo, LiFo and NOS

Master Data Management

Promotions and Pricing

Powerful business systems

Product brand power

Innovation

Product franchisee training

Wealthy franchisees

Training Program

Trained District Sales Managers for regional sales and performances

Liaised with District Sales Managers and Store managers to conduct frequent training programs for the sales outlets sales personnel, cashier and other team members to motivate them from time to time.

Follow up with the store managers and ICT responsibility to update his subordinates with the latest softwares in retail or any other developments in the industry.

Follow up with the store managers and ICT responsibility to collate necessary reports (sales as well as inventory) and send to the head office on a daily basis.

Inventory and Stock Management

Follow up with Retail Manager and Merchandising Manager with a must assurance to manage inventory to avoid being “out of stock” especially for the NOS Stocks

Follow up with Retail Manager and Merchandising Manager that all the retail chain outlets had their own internal warehouse to stock the merchandise.

Take adequate steps to prevent loss of inventory and stock with good Systems control in place and procures adhered to.

Designed Job Descriptions and operator franchise operations and systems for home based business, which keeps overheads down to a minimum. ...

Franchise Management Systems

WHOLESALE SALES OPERATIONS

Plan, direct, and evaluate the activities of wholesale businesses

Wholesale visions, mission, and value statement

Develop, Identify Market scope, wholesale brand promotion and long-term resellers customers map, relationship and product market

Up-to-date Relevant data collections, distributions and timely management for prompt decision making

Wholesale unique selling point

Wholesale market and industry analysis

Locate, select, and procure merchandise for wholesale resale.

Determine the products and services to be sold, set prices, and establish credit policies.

Develop and implement marketing strategies.

Identify staffing needs and proceed with hiring.

Allocate tasks and manage human resources.

Deal with customer complaints.

Plan budgets and authorize expenditures.

Review market research and consumer trends.

B2B e-Commerce for wholesale business

Wholesale warehouse stocks and smooth business run for stocks availability MERCHANDISING OPERATIONS

VISUAL MERCHADISING

Visual merchandising specializes in the graphic design and compositional aspects of product presentation

This includes adequate lighting on product features, floor plan placement and banners or displays to attract potential customers.

The position of dummies should be changed frequently.

There should be adequate light in the store. Change the burned out lights immediately.

Don’t stock unnecessary furniture at the store.

Choose light and subtle colours for the walls to set the mood of the walk-ins.

Make sure the signage displays all the necessary information about the store and is installed at the right place visible to all.

The customers should be able to move and shop freely in the store.

The retail store should be well ventilated.

The 4 R's keys aspects of merchandising are the relationship with the client, relevance, reward and the reduction of costs.

PRODUCT MERCHADISING

Product merchandising applies to in-store and online product sales with a focus on highlighting product features

Physical displays in stores or product web pages feature designs that emphasize the value of a product for what it can offer a potential customer.

RESET MERCHADISING

Reset merchandising focuses on innovating and redesigning merchandising strategies to improve or target a new audience

This form of merchandising reconsiders previous visual strategies to establish a new method.

RETAIL MERCHADISING

Retail merchandising occurs in physical retail locations that are a third party between a manufacturer and a consumer.

This type of merchandising specializes in promotional activities and events, such as store sales and other marketing campaigns WAREHOUSE and LOGISTICS OPERATIONS

Leads ongoing improvement of ILIA wholesale operations:

Defines policies & processes for wholesale ordering, fulfillment, and returns

Researches, designs, and implements improvements to ERP

Partners with 3PL to suggest and implement changes to the fulfillment process

Establishes relationships with cost-effective freight and logistics partners

Analyzes fulfillment metrics and holds 3PL accountable to SLA

Responsible for reporting on and recouping cost for misshipments, errors, and other issues

Manages wholesale purchase order pipeline from creation to fulfillment and delivery:

Provides ongoing analysis of purchase order pipeline to highlight and resolve any potential fulfillment issues

Manages all wholesale purchase order entry

Works closely with the Director of Sales Operations to manage product allocation for wholesale accounts

Maintains positive relationships with all wholesale accounts and vendors

Oversees 3PL fulfillment and works closely with 3PL partners to achieve shipping timelines and goals

Responsible for all shipping documentation and freight management

Troubleshoots all shipping errors and misshipments

Oversees return processing

Adhere to current Ilia policies, procedures, products, programs and services.

Other special projects and responsibilities as assigned.

All other duties as assigned.

Process design and implementation

Detailed, strong organizational skills, and self-starter

Professional, enthusiastic, friendly demeanor with proven track record of positive working relationships

Flexible and dynamic personality willing and open shift priorities for business growth

Wholesale operations policy & process

Returns

Error management

wholesale fulfillment management

Order Management

Place/process orders via EDI, NuOrder, NetSuite

Provide order confirmations to customers and process order revisions

Inform customers of product shortages & provide substitution suggestions, track backorders, notify customers of delays

Continuously communicate with the warehouse to ensure orders adhere to routing requirements and are shipped in a timely manner

AR Management: placing credit requests, collecting CC information, invoicing

Creation of Wholesale product data in NetSuite/NuOrder Wholesale Customer Service

Regularly answer general wholesale customer questions via phone or email

Process returns and credit memos

Provide customers with product info, including UPC data, logo & photo imagery, product dimensions, and product copy

Provide onboarding documents to new accounts/oversee the onboarding process Sales Team Support

Merchandise seasonal line sheets in NuOrder & continuously update ATS reports

Organize seasonal sample sets and ship samples to retailers and sales reps

Assist with organization and preparation for tradeshows AGRIBUSINESS FARMING EXPERIENCE

Supervised Quality Disciplined agriculture Processes Practices demands Man Power, Transport and tractor as key in farming: Crops farming, horticulture agronomy farming, fruit farming; high quality Soil preparations, sowing, Organic manuring, drip and flashing water irrigation systems, weeding, harvesting, storage, and immediate marketing for disposal after harvests Sugar cane farming; involves extra manpower for planting, weeding and harvesting, quality Soil preparations, arrowing, sowing, Organic manuring, plating during long rainy season for natural water, weeding, harvesting, and immediate market for disposal after harvests Livestock farming quality of Pigs, Cattle, Goats, and Sheep involves breed type, security, managing food source and supply, feed animals, and maintain health, storage, and immediate market for disposal after harvests Aqua Fish farming quality of fry fish for stocking in all the varieties of cats fish, tilapia and ornament fish; involves security, fish ponds or sages if farm in the lake with good quality water supply, good quality fish stocks, food feeds at various life stages and feeding time table, good quality cold storage and immediate market for disposal after harvests Poultry farming quality of chicken, turkey, ducks, golden goose, and quail birds; involves security, good source of young quality chicks for stocking, food for good feeds, at various life stages and feeding time table, cold storage and immediate market for disposal after harvests Rabbit farming quality of various breeds of rabbits; involves security, good source of young quality chicks for stocks, food for good feeds, at various life stages and feeding time table, cold quality storage, immediate market for disposal after harvests Forestry farming South Africa eucalyptus trees; involves extra man power for planting, weeding and harvesting, quality Soil preparations, preparing seed beds and seeds for seedlings, planting seedlings during long rainy season for quality natural watering, weeding, maintenance, security and immediate market for disposal after harvests Required Skills and Qualifications: Commitment, Zero tolerance firm Supervisor on farm sight for progresses and SOPS, good planner, quality decision maker, good book keeper, records data administrator for sales, stocks, purchases, trainers trainer, good knowledge of attackers pests and diseases, in good network support with vets, and agriculture officers for timely required support DETAILS OF WORK EXPERIENCE

Open Free Lancing Voluntary Services Transforming Lives Pastoring, Counselling, Mentoring – May 2018 To Date

Online Services and business with RYZZN USA

Customer Service Experience and ICT Consultancy Services

Voluntary Services, Transitioning to SME Self-deployment in online services and Agri-businesses both live stocks and fruits / horticulture farmer that derailed suffered shakeup

Voluntary Transforming, entrepreneur skills; created employment and engaged the youth and the old in village communities in agri-businesses farming cereal produce farming, farming vegetables, fish farming, and tree farming business operations

Pastoring,

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