Francis Muema Email and Phone Number

► Delivers new customer value contracts of Euros 13M and yearly revenue Euros 10M growth for Enterprise M-Pesa (Mobile Money) for Vodafone Global Enterprise in Africa- through in-country Industry vertical engagements through M-Pesa use case propositioning and account teams engagements.► Generates sales pipeline that is 5 times product opportunities through C-level engagements and account development plans strategic and tactical execution support. Multi-country Partnership agreements through co-creation and joint venture initiatives.► Provides multi-country regional support for M-Pesa for Enterprise driven by transformative, innovative mobile money products, new market developments (players, services, technologies, models), and Go to market strategies through Business unit alignments and cross-functional groups to develop and deliver processes, procedures, and sales operation tools to ensure business goals are met.Core Contributions:★ Won GEM Awards – Going the extra mile awards 2018 recognition for outstanding performance, achieving 111% on target, driving M-PESA for Enterprise for Vodafone Global Enterprise Accounts across Africa - through country capability building, and creating sustainable Opportunity sales pipelines and revenue generation.★ Facilitated cross-market learnings through 2 workshops for 7 countries with M-Pesa presence to build a strategy for the region, in-country capacity to deliver opportunities and alignments by sharing best practices across pre-sales, onboarding, and implementation to drive M-Pesa uptake and sustainability.★ Implemented aggressive strategic plan of accelerated M-Pesa for Enterprise penetration in Tanzania, DRC through forming an M-Pesa Business unit Team to accelerate M-Pesa focus, client engagements, Merchant acquisition, revenue stimulation activities, and Go to market activities that increased acquisition by 80%.★ Generated total contract value opportunities from 7 million Euros in 2017 to 10 million Euros 2018 FY.

► Spearheaded API onboarding of partners to access the M-PESA system and cross-functional management of API onboarding and support.► Lead team that spearheaded Corporate and Public sector relationship teams that provide M-PESA financial services support.► Played a pivotal role in developing and rolling technologies to provide better efficiency in merchant experience in merchant USSD journeys and Merchant Self-service statements.Core Contributions:★ Supported set up closed-loop financial services products for NGO and distribution partners such as WFP with over 300,000 recipients in a feeding program. ★ Established M-PESA financial services support nationwide in 6 regions, Call Center, retail shops, and merchant acquisition partners by reviewing support and onboarding processes through sales tolls for onboarding by sales Teams.★ Rolled out Merchant aggregator model with financial services partners and aggregator partners as part of merchant recruitment strategy. ★ Oversaw Merchant transaction turnover 9B to 18B Feb 2016 through Payments support and transactional stimulation activities to grow revenue by 50%.★ Conducted B2B Business to Business roll out to over 200 partners in diverse industry segments and led the review and implantation of Tariff framework review that reduced the number of tariffs by 60%.

► Oversaw management of third-party merchant partners onboarding partners and value-added services provided by partners as part of growing active merchants through strategic partnerships ► Incorporated Safaricom retail network and aggregated partnerships in Lipa na M-PESA recruitment, activation, and support to enhance merchant experience and service delivery.► Conducted Business re-engineering of Merchant terminal delivery and activation to achieve 24hr service level agreements.Core Contributions:★ Provided operational leadership to roll out over 200,382 Lipa na M-PESA merchants to accept M-PESA payments for goods and services and organizations using financial services with 50,000 thirty-day active transacting increase of 30% since April 2015.★ Oversaw Management of merchants with a Transactional monthly turnover of Ksh 15 billion through relationship support.★ Managed Point of sale integrations of key retail merchants onto Lipa na M-PESA service with over 200 integrations country-wide.★ Set up a centralized regional sales support Team for regional support to support over 400 salespeople and third-party partners and merchants.

► Liaised between Safaricom, M-PESA Agents, and regional sales teams for customer /Agent acquisition activities.► Conducted administrative recruitment of all Safaricom Dealers, Key Accounts, and non-dealers as partners in providing financial services.► Achieved Effective Sales Support for Agencies, super Agencies, and corporate clients, providing financial services through process reviews and automation.Core Contributions:★ Oversaw Agency roll out, set up, and activation of over 20,000 outlets to offer financial services.★ Managed Administrative support for the 3000 Agent head offices and 80 000 agency outlets through direct and indirect support structures.

► Managed a high-performing Team handling High-value M-PESA Corporate, Paybill, post-pay, High-value customers, and Key Accounts and addressed Dealer-related issues for 800 dealers' skillset assigned staff in the call centre.Core Contributions:★ Managed staff that handled over 200 high Value and critical account corporate customers, including Super Agents in the financial services sector.★ Achieved Service level of 80% for High-value corporate accounts with first call resolution by empowering staff on first and downward roles. ★ Achieved customer satisfaction through call tracker score of 9 out of 10 for agent satisfaction of handling M-PESA Agent issues in Call tracker surveys of Agents through refresher training for staff on call and email educational campaigns.

► Delivered high-quality customer service through receipt and Execution of escalated customer/dealer queries from all 1st line customer contact points, i.e., Call Centers, retail centres, Dealers, and other Departments.