Fredrick Munyiri Gitahi Email & Phone Number

Nairobi County, Kenya

East And Central Africa

Responsibilities :1. Directly leading, developing, motivating, coaching, managing and organizing teams of Supervisor and Operations agents in Kenya, Uganda, Tanzania, Ethiopia, Rwanda and DRC.2. Developing, coordinating and implementing first-class Customer experience services in the TLSContact Visa Application Centres in the region.3. Directly Liaising with Clients while monitoring and ensuring the achievement of all client led Service Level Agreements (SLAs).4. The provision of strategic, and analytical insights to help shape and drive the operations to succeed in meeting the client’s SLA5. Maximizing productive efficiency within the company and improving on our current delivery and reporting processes.6. Preparation of operational reports on team and employee performance

Kenya

Tasked with guiding the formative structure of the company by developing the formative strategy and structure, performance objectives, control and accountability structure and approving and monitoring financial reporting.

Roles played1. Driving the development and adoption of Customer Relationship Management tools and management practices.2. Customer Relationship Management Analytics that support all channels and customer segments of Co-operative Bank.3. Enhancement of Sales force effectiveness through the provision of leads and prioritisation of focus areas for sales teams.4. Monitoring of the penetration of Alternative banking Channels amongst customers in Co-operative Bank.

Roles played1. Business analytics to identify potential customers and development marketing campaigns for execution by telesales Executives.2. Preparing and analyzing voice of the customer surveys to understand the dynamic customer needs as well as the competitors' leverage.3. Monitoring performance and mentoring the Telesales Executives to ensure proper telemarketing and follow up of customers to meet sales goals and objectives 4. Developing telesales strategies and plans as well as developing necessary product training materials for the Telesales staff 5. Training of Branch Staff on delivering exceptional Customer experience and followup of Telesales leads and opportunities.6. Reviewing the Telesales staff performance and tracking the sales and marketing status 7. Contact centre systems administration (Microsoft CRM, Presence & Avaya dialing systems, BCMS report tool).8. Driving liability growth (deposit mobilization) and growth of the bank’s loan book through the SMS and E-mail Blasting.

Roles Played1. Customer experience management of Executive Banking customers.2. Tasked with driving business growth in assets and liabilities for the executive banking section.3. Strategic Planning and cost management at the executive banking section.

Bachelor Of Science, Natural Resource Management, 2Nd Class Hounours Upper Division

Kenya Certificate Of Secondary Education- B+