Bryan Maina Email & Phone Number

Nairobi

• Lead on and off-site customer support teams across multiple time zones.• Generated and distributed daily reports and order acknowledgments to appropriate personnel.• Assisting the teams by performing tasks with them.• Developed rapport with the customer base by handling difficult issues with professionalism.

Nairobi

Duties & Responsibilities1) Confer with customers by telephone or in person in order to provide information about products and services, to take orders or cancel accounts, or to obtain details of complaints.2) Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.3) Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.4) Check to ensure that appropriate changes were made to resolve customers' problems.5) Contact customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments.6) Refer unresolved customer grievances to designated departments for further investigation..• Monitors non-scheduled events such as service outages, weather and communicates and determines and deploys corrective plan.• Work across the Wananchi organization (e.g. customer care, service delivery, NOC etc to understand key drivers and dependencies.• Provide exceptional customer care and handle the more complex customer complaints or inquiries

Nairobi

•Provided a high level of product and leadership support to representatives and clients.•Monitored the daily activities of 30 customer support agents.•Provide solution support across customer production sites that are in compliance with support agreements (SLA’s) including hardware, software and firmware.•Owned team productivity metrics. Improved service quality and increased sales by developing a strong knowledge of company's products and services.•Addressed negative customer feedback immediately.