Blasio Sefu Email & Phone Number

Nairobi County, Kenya

Carlcare is the official after-sales service brand for TECNO, Infinix, Itel, Oraimo and Syinix. Besides, Carlcare also provides professional repair and maintenance services for other brands covering mobile phones, computers, tablets, appliances, lighting devices, smart living, new energy, and supply chain. Carlcare is a Hong Kong based company providing aftersales service support on mobile phone & other electronic consumer products with service centres in Africa, Middle East, Europe and South Asia. We uphold the warranty policies of these products.1. Responsible for extending and optimizing the service network.2. Support mobile and home appliance service Strategy.3. Develop a qualified and efficient mobile and home appliance services team to execute the service plan.4. Make clear KPI to evaluate and improve the teamwork.5. Responsible for owning service center and third-party performance Management6. Make an accruing action plan to improve its performance and meet customer satisfaction7. Responsible for mobile and home appliance new business development such as process marketing and monitoring

Kenya

Kenya

Nairobi, Kenya

Hotpoint Appliances Ltd was established in 1984 and is the biggest electronics distributor in Kenya for LG, Samsung, Whirlpool, Bosch, Faber, Simfer, Delonghi, Nutri-Bullet, Ariston, WestPoint, Von and Kenwood• I leveraged KPI’s to ensure success, managed the day-to-day operations and led continuous improvement across the department. I created a sense of ownership, and inspired the entire team to achieve set goals.• I negotiated service contracts with authorized technical partners, ensuring customer expectations are met, the bottom line and brand image of the organization is secured• I ensured superb Customer Experience via ISO 9001 industry standards to drive customer satisfaction through managing and development of the front desk and call center team.• I ensured the efficient and profitable operation of the Service department. I maximized departmental performance in line with market potentials through the sale of labour, parts and accessories.• I generated forecasts for parts ordering by utilizing, return failure rates, inventory depletion rates, and finished goods sales projections, to ensure service continuity and deduce requirements for future planning.• Growing workshop utilization and strive for an efficient work environment while continuously improving processes, tools and training for the local team• Managed the smooth running and day to day activity of the Service Department. Monitored and ensured compliance with established workflow processes and procedures.• I drafted the functional scope document and implemented an ERP integrated service management module with features such as; QR authentication, intelligent scheduling, GPS tracking, automated workflow, customer portal, performance dashboards, parts inventory management, automated parts forecasting, dispatch processing and customer invoicing• Determined developmental goals and conducted periodic performance reviews with direct reports; monitored performance reviews of indirect reports.

Nairobi

Headquartered in New York and through four hubs in Africa, China, South Asia and the United States, Dlight has sold over 20 million solar light and power products in 70 countries, improving the lives of over 100 million people.• I provided overall leadership of the Africa Service organization, consisting of field service, workshop repair and product quality teams in Kenya, Uganda, Tanzania, Ethiopia and Nigeria.• I developed Structured Requirements Analysis Planning (STRAP), the strategy for the service organizations’ investments and expansion needed to drive profitable revenue growth.• I maintained oversight of the annual operating plan (AOP) to ensure that revenue and costs are meeting targets.• I collaborated with Country After-Sales Managers to formulate field service offerings on preventive maintenance to help drive efficiencies. I performed routine travel to engage the customer base• I fostered a culture of continuous learning within the service organization, supported by a structured training plan.• I facilitated positive relationships with the commercial team from design to the launch of new products, through product testing and gathering market insight, to deliver quality products, an exceptional level of customer satisfaction and service growth.

Kenya

The Berlin-based company offers low-income customers in developing nation’s quality solar home systems. Mobisol combines solar energy with an affordable payment plan via mobile phone, comprehensive customer service and innovative remote monitoring technology. • I coordinated day to day installation and delivery related tasks and corresponding documentation • I ensured upcoming installations or repairs are sequenced for technician assignment and pre-delivery concerns are resolved. Supported with escalations to ensure customer satisfaction.• Worked cross-functionally with other teams in service network expansion strategy, especially Sales & Marketing, Logistics and Finance.• Supported tracking of task completion, team utilization, staffing plans and training needs.• Managed SLA’s repair work or concerns in applicable systems through digital processes and tracked to completion.• Managed service contracts and set up commission structures for contractors• Rolled out 21 regional service hubs across Kenya. Planned and delivered technical customer training and support on at the regional branches.• Developed new Database (DB) features for the CRM in conjunction with developers at Berlin.• Used intelligent GSM Alarm Monitoring software for preventive maintenance prioritization.

Nairobi - Kenya

Frigoglass Headquartered in Greece is the leading global player in Beverage Commercial Refrigerators. The customer base in the East African Region includes Coca Cola Company bottlers, Diageo, SABMiller, and Heineken. • Managed servicing of 300,000 Commercial Refrigerators across the East Africa region (Kenya, Uganda, Tanzania, Ethiopia, Zambia, Rwanda, Burundi)• Developed and managed the client relationship with the bottlers’ senior level managers through formal and informal meetings. Resolved complaints escalated by the client or other end users in a timely manner.• Aligned on joint annual strategy with bottler partners and maintained relationships to gain insights for improvement and innovation, provided solutions for modernization or retrofitting• Managed job scheduling to ensure on-time completion of repair jobs and other critical production and fulfillment deadlines.• Ensured performance improvement through a scheduled plan to train, motivate, develop, and manage refrigeration personnel at each site.• Managed efficient and economical utilization of equipment, parts and technician productivity.• Ensured effective performance management with direct reports and oversaw the overall process.• Kept abreast on technical knowledge and skills of refrigeration hardware and software through consultation, class instruction, manuals, self-training and exchange of information.• Maintained targeted levels of profitability, managed and controlled spare parts inventory levels for optimum fill ratio while minimizing excess and obsolete stock

Nairobi

LG Electronics Inc. with its Headquarters in South Korea is a multinational with five divisions: Home Entertainment, Mobile Communications, Home Appliance, Air Conditioning / Energy Solution.• Managed service network across Eastern Africa - Ethiopia, Djibouti, Zambia, Kenya, Uganda, Tanzania and Sudan. Built a culture that drives customer loyalty working collaboratively with all areas of the dealership to deliver the desired business performance. • Made informed decisions on both strategic and tactical matters for the development and implementation of the customer journey policies, to deliver the most appropriate experience of service and support to customers• Led the cultural change to bring about a service organization that consistently delivers a high level of customer service via branch network expansion and establishing a national toll-free call center to expeditiously handle customer service requests.• Enhanced service network through implementation of new regional customer service centres for home electronics and appliances, including setup of Eastern Africa service headquarters (LGESK), at a cost of Three Hundred Thousand Dollars (USD 300,000).• Delivered consistent, high quality workshop and field-based customer experience. Ensured that all areas of responsibility are customer focused and have customer loyalty at the core. • Lead customer loyalty through excellence in customer service by developing collaborative relationships.• Implemented a fleet for field service consisting of Mobile Care & Delight Field vehicles (Buses and Pickups) and managed the team to ensure that scheduled In-Home and free service campaign meets the customer expectations and organization SLA’s.• Took an active lead in suggesting continuous improvements to work flow, working processes and procedures.• Managed the team experience and ensured holistic team development and employee satisfaction through succession planning, build of skills matrix and regular performance feedback

Tasked with validation and testing of handset prototypes from different vendorsDeveloped procedures for testing all mobile devices prior to market release Liaised with vendors: (LG, Nokia, Samsung, Huawei, Alcatel, ZTE, Sony Ericsson & Blackberry).Maintained clear and accurate records of results, logged faults and generated test reports

The Graduate Management Engineer (GME) Program is a development program for high potential Graduate Telecoms Engineers involving functional exposure, work assignments and project management in various functions within Safaricom.Facilitated acquisition of online security certificates for M-PESA (Mobile Money Transfer) agents during the initial launchWorked as part of a team of seven (7) to streamline Safaricom's ISO 9001 procedures for certificationSynchronized data from various retail data banks i.e. data from Microsoft Point of Sale (POS) at each Safaricom retail store versus data on Oracle Financials at the centralized HeadquarterFraud Team: usage of Subex Azure Fraud Management System to detect potential fraudsters on the Safaricom network, utilizing rule-based alarms and pattern matching, driven by advanced statistical techniques

Bachelor Of Science (B.Sc.), Computer Science, Upper Second

Bachelor Of Architecture (Barch), Architectural Studies