Eric Maina Email & Phone Number

Austin, Texas, United States

• Partner with NWL Legal and Marketing Departments to gather insights for accurate and compliant responses to Insurance Department inquiries or complaints.• Analyze agent actions in Insurance Department complaints, offering recommendations to management for corrective actions and improved practices.• Log and document consumer and Insurance Department complaints meticulously to ensure compliance with statutory requirements and identify recurring issues.

Austin, Texas, United States

● Boosted customer satisfaction by 20% through streamlining customer service and conducting change management activities● Augmented team KPIs by 15% through weekly coaching sessions and introducing relevant resources, including master classes from subject-matter experts● Developed call monitoring quality standards and scorecards, resulting in a 25% rise in accuracy and adherence to service level agreements● Prepared monthly performance reports for management, leading to data-driven decision-making and strategic planning accountability● Identified training needs and realized improvement measures, leading to a 12% growth in efficiency and better cross-functional communications● Supervised direct reports and mentored employees in complex issue resolution, reducing issue resolution time by 30% through problem-solving and issue-resolution techniques● Strengthened team KPIs through team-building exercises and analyzing customer feedback, causing an 18% surge in team performance and enhanced assistance for internal customers

Dallas, Texas, United States

● Escalated total revenue by 30% in six months through integrated marketing campaigns at Community Tax Services.● Drove profitability and managed key accounts, producing a 25% upswing in customer retention through exceptional handling of pricing requests and contract requests● Boosted brand awareness and introduced new products through innovative marketing strategies, working closely with the sales team and third-party suppliers● Managed new hire training and supervised a team of 23 Customer Service and Sales Representatives, ensuring comprehension of order-to-cash procedures● Analyzed customer feedback and identified areas of an upgrade, bringing about 15% more in customer satisfaction through a dedicated hotline for external customers

Nairobi County, Kenya

• Maintain membership records through the database; updates member records; compiles and prepares reports andpresentations including research as needed.• Met potential clients by growing, maintaining, and leveraging the network to ensure a robust pipeline of opportunities.• Coordinated and executed company bookkeeping activities; this includes preparing budgets and projections,maintaining employees' payroll, petty cash, etc.• Identified potential clients, and the decision-makers within the client organization.• Developed and maintained processes with the insurance department to ensure the quality length of stay andmaximize revenue.• Ensured that data is accurately entered and managed within the company's sales management system.• Maintained and developed relationships with key dealer sales executives, management, and marketing.• Built assigned territories by working directly with clients to build rapport and provide solutions for their automotiveneeds.

Mombasa, Mombasa County, Kenya

• Developed and maintained processes with the insurance department to ensure the quality length of stay andmaximize revenue.• Planned persuasive approaches and pitches that will convince potential clients to do business with the company.• Facilitated partnerships all over Africa for universities, businesses, research and non-profit organizations.• Continued to grow business in the future by means of implementing tactics in line with company image.• Provided product and service information to customers.• Presented to and consult with mid and senior level management on business trends with a view to developing newservices, products, and distribution channels.• Followed up on customer calls where necessary.• Managed a large number of inbound and outbound calls (150+ a day) in a timely and professional manner.