Responsible for the design, implementation and management of processes and policies to ensure customer retention within the group as well as achieve and maintain result-oriented service assurance and customer satisfaction.

Responsible for management of day-to-day operational functions of a private multi- utility company for Tatu City including management of a multi-disciplinary operations and maintenance team that comprises civil, electrical and water engineers. Key Responsibilities • Preparation of monthly P&L and cashflow reports with inputs from finance teams for review of performance with management. • Preparation of annual budgets and cashflow forecasts. • Build and maintenance of regulatory relationships with regulatory bodies in Kenya i.e. EPRA, WASREB and CA. • Management of the operation and maintenance of water and electricity networks ensuring high levels of availability and reliability. • Participation in design and construction planning meetings for infrastructure to oversee quality of infrastructure handed over to the utility companies. • Oversee smooth running of the customer contact centre and acting as an escalation point. • Timely and continuous update of business and tariff models for each of the utility companies. • Management of technology providers ranging from smart metering vendors to AMI/AMR solution providers.

My main role is to work towards the operationalization of the multi-utility business by setting up the required systems and processes. My other responsibilities include:• Setting a clear mission on service delivery and overall customer experience and deploy strategies focused towards that mission• Stakeholder Management of all Tatu City tenants and customers who require utility services • Management of the day to day regulatory relationships as well oversee all statutory activities required to maintain compliance with all regulators • Preparation, monitoring and management of tariff models for all utilities

My main role was to lead the company's interface with customers and suppliers for service assurance and service delivery to maintain high levels of satisfaction and retention.My main responsibilities included:• Building and maintaining long term relationships with allocated clients and partners from an operational level• Undertake monthly service reviews, measuring and improving customer satisfaction and customer experience• Accurately report on achieved service levels against assured targets• Hold regular service review meetings with the designated clients and suppliers• Be the single point of contact for all service related issues• SLA Management

Provide first level support for customers, resolve incidents, identify problems through pro-active monitoring and manage planned engineering works.

ICT Support