Edwin Macharia Email and Phone Number

Duties and ResponsibilitiesCustomer relations and Stakeholder management● Establish and keep close contact with all customers and provide effective customer solutions using Krones’ portfolio.● Build strong customer relationships with all key and potential players in the East African market programs, retrofits and Upgrades, overhauls, and Service Level Agreements) Sales effectiveness and understanding● Promote sales of New Machines and LCS Products (spare parts, rebuild/exchange● Capture new machine and LCS product opportunities, prepare quotes, provide solutions, and determine pricing quotations. ● Grow the market for new machine and LCS products by identifying and engaging with new customers. General project management abilities ● Keep customers informed of the status of their orders and ensure deadlines are met. ● Build a strong network with key stakeholders in Krones AG● Lead the communication between Krones AG and East Africa operational departments and the customer to facilitate the scheduling of resources and addressing warranty, replacement, and additional parts issues. ● Facilitate all client logistics, administration, and financial management transactions.● Ensure all orders are completed according to agreement with the customer.● Participate in special projects by helping to coordinate with internal and external stakeholders. Good business administration and financial understanding● Take ownership of receivable collections for East African customers Team building and collaboration.● Provide mentorship to sales representatives. Organization Skills● Liaise with Krones New Machine and LCS Sales and technical teams based in Nairobi to obtain all necessary information and support.

Leadership & Management•Manages 1000 accounts for over 600 clients across the sub-Saharan Africa and Eastern European countries and ensures that all clients are satisfied.Policy & Compliance•Ensures all proper control to ensure conformity to all the laid down procedures and policies in the financial industry• Implement operations policies to the letter and suggest any modificationsBusiness Development & Account Management•Spearhead the implementation of new client programs across Africa and parts of Eastern Europe•Develop product launch strategies in different markets to ensure success and continuous business profitability•Provide solutions to customer complaints and problems to maintain customer excellence•Ensures that cross-selling opportunities are actioned •Responsible for participating in innovation efforts by providing input both in terms of technology and product concepts•Work with management in establishing growth, sales, and profit objectives for the organizationCustomer Service & Relationship Management•Implements and maintains a strong customer-focused service culture.•Offers strong customer specific advisory solutions that facilitate growth in the number of customers and revenue•Proactively investigated and resolved wide range of customer issues, adapting to individual circumstances.•Acts as a liaison with credit, compliance and main operations teams to have the shortest turnaround time in getting new clients underwritten, and set up to start transacting.Training & Development•Trains the customers on product usage to minimize errors and system failures•Create awareness to the customers on the banks that accept American express cardsRisk Management•Proactively identifies, assesses the risks faced by the organization and maintains an effective system of controls to manage risk.•Implements and assesses the effectiveness of security and controls to support customer operations.

Key Achievements•Diversified the product portfolio that the existing 200 plus customers use as part of the financial solutions that American Express provides in 3 years.•Spearheaded the launched variations of the global dollar card project to enable small and medium sized companies utilize credit facilities and preserve their cash flows. The project benefitted 40 SMEs in 2017 & 2018•Spearheaded accounts development to ensure continuity of business and profitability of the company

Key Achievements•Formulated, documented and implemented a unified policy for the bank to receive, manage and resolve complaints. This was rolled out to over 60 branches countrywide successfully in 2 years.•Managed the maintenance of over 2000 credit cards accounts, and support to over 100 merchants. •Excellently handled the card complaints and queries for the banks premier and VIP segment•Successfully trained over 100 colleagues in complaints management procedures as well as in the bespoke complaints management system Barclays CRM BOC, resulting in the reduction of complaints from an average of 1800 to 400 per month. •Ensured that timely and comprehensive solutions are provided to our customer complaints and queries.• Carry out root cause analysis for all complaints, and any query that requires reversal/refund of funds from a profit and loss account with the aim of reducing recurrences of similar incidences.• Successfully roll out across the business of the then new CRM system, which the bank is currently using as a complaints management system. This involved installing and training over 100 staff in 12 key locations both customer facing and back office staff. •Trained new staff on customer service policies and standards set by the bank and ensures the implementation of the same.•Participated in Monthly mystery shopping exercises within the branch network. This ensured that the high service standards set were met and adequate feedback given as well.

• Offered an end-to-end service as a point of contact with the customer that includes financial advice on debt payment schemes for card holders and advice on charges and penalties incurred.• Investigated queries and complaints from customers with a view of resolving them fully within the service level agreement window.• Identified and executed training needs for new staff within the department.

•Monitored and carried out root cause analysis for all rejected Barclaycard Africa credit card transactions with the aim of rectifying and re-processing of the same transactions.•Ensured the timely feed back on rejected transactions is given to all affected merchants and bank branches across Barclays Africa and Indian Ocean region with the aim of avoiding recurring rejects.•Proactively provided breakdowns of credit card payments due to merchant customers.